Bulk Account Manager

Brightspeed•Charlotte, NC

2d•Remote

About The Position

Brightspeed is seeking a Bulk Account Manager dedicated to supporting all bulk properties and Smart MDU environments. This role will require technical support, customer success, and property‑level engagement. The Bulk Account Manager is the primary owner of the Bulk community relationship and lifecycle ensuring technical readiness, resident experience, account health, and contract performance. You will serve as the technical and operational expert for assigned properties, supporting Smart MDU integrations, training property staff and residents, and ensuring property and customer satisfaction. This is a hands-on role (50%+) requiring strong technical background, problem‑solving skills, and community relationship management.

Requirements

3-5+ years of experience in technical implementations, customer training and support.
Strong verbal and written communication skills; ability to educate customers and collaborate across teams.
Proven relationship-building skills with internal and external partners.
Success executing bulk plans and achieving goals in new and established environments.
Ability to manage multiple high-value accounts with a customer-first mindset; strong problem-solving and escalation management; highly organized and self-motivated.

Nice To Haves

Experience with a Smart MDU solution with Managed Wi-Fi and value-added services.
Experience working with property managers, HOAs, leasing teams, or community associations.
Familiarity with CRM systems (e.g., Salesforce) and workflow/task-tracking tools.
Comfort creating training materials, presentations, and basic marketing collateral.

Responsibilities

Property Analysis
Analyze business needs across the assigned bulk portfolio. Using data-driven insights and on-site observation.
Monitor overall property ‘account health’ and identify trends impacting resident satisfaction.
Proactively observe and evaluate the SMARTMDU solution to identify opportunities for enhancement or areas requiring improvement
Property Strategy & Field Execution
Spend 50%+ of working time in the field enhancing property relationships, supporting technical issues, conducting training and ensuring Brightspeed brand visibility
This position is remote. The successful candidate will play a crucial role in ensuring the timely delivery of our services
Perform on-site walkthroughs to assess readiness, identify risks, and recommend improvements
Relationship Management & Market Influence
Build and maintain strong relationships with property management teams, leasing agents, and HOA’s
Conduct in-person meetings, phone outreach, and training to educate Brightspeed SMARTMDU and services
Serve as the single point of contact across the contract lifecycle; ensure service levels and obligations are met while advocating internally.
Cross-Functional Collaboration
Partner with sales engineering, marketing, operations, IT, Billing, and COR to support market launches and ongoing property success.
Coordinate and partner with vendors as needed to ensure exceptional customer experience.
Customer-Centric Outreach
Serve as the primary liaison between Brightspeed and property stakeholders.
Address questions or concerns from property teams and residents to ensure smooth onboarding.
Represent Brightspeed’s brand through professional communication and high-quality property interactions.
Marketing & Resident-Facing Support
Own the distribution, placement, and tracking of marketing materials across assigned properties; ensure materials are compliant, current, and effectively leveraged.
Partner with Marketing and Sales to maintain consistent branding and messaging; develop collateral such as welcome kits, flyers, FAQs, and digital assets.
Support on-site and virtual resident events to drive awareness and satisfaction.
Issue Resolution & Billing Support
Manage and resolve billing inquiries, service concerns, and account-level issues with urgency and professionalism.
Coordinate with internal teams to drive timely resolution; proactively address recurring issues and recommend improvements.
Performance Tracking & Reporting
Maintain accurate property and activity records; participate in regular performance and operational reviews.
Recommend adjustments to strategies and tactics based on results and property feedback.