Community Account Manager

Cogeco•Miramar, FL

2d•Hybrid

About The Position

About Our Company Breezeline is a dynamic, innovative company providing the very best Internet, TV, and Voice service to the US markets we serve. We Are ‘Above And Beyonders,’ who consistently strive to surprise and delight our customers by doing the unexpected. We continually look for new and better ways to enrich our customers’ lives through connected and memorable experiences. As the eighth-largest cable operator in the United States, Breezeline reaches more than 1.7 million homes and businesses in 13 states with Internet, TV, Voice and fiber services. Headquartered in Quincy, MA, Breezeline is a subsidiary of Cogeco Communications Inc. (TSX:CCA).(TSX:CCA). Role Summary: The Select Communities Account Manager (CAM) is responsible for serving as the lead point of contact for property management (and boards) of existing and newly acquired bulk communities. The CAM will also be responsible for managing the customer experience throughout the life of any/all existing Bulk properties that are part of an assigned profile, as well as for developing strong relationships with property management that are conducive to the timely launch of Breezeline services and the ongoing sale and retention of Breezeline products and services. This hybrid position is open to candidates within the Breezeline, South Florida footprint.

Requirements

Strategic Planning and Prioritization: Effectively anticipates customer requirements, coordinates multiple projects, evaluates urgency, and develops structured action plans to maximize operational efficiency.
Exceptional Communication: Proficient at delivering information across various channels (verbal, electronic, written) to ensure audience engagement and retention; demonstrates strong active listening skills.
Client-Centric Focus: Committed to superior service delivery by prioritizing customer needs, resolving service interruptions, and ensuring overall satisfaction.
Persuasion and Influence: Skilled in presenting ideas to senior leadership and adapting messaging for diverse audiences; addresses objections with tact and professionalism.
Resilience and Drive: Maintains high energy and persistence to complete tasks despite obstacles, utilizing creative problem-solving to meet objectives.
Professional Judgment: Consistently applies independent discretion and sound reasoning to critical business matters.
Reliability: Ensures regular, dependable, and timely attendance.
2+ years of related experience in Telecommunications, Hospitality, or Account Management.
Valid Driver License: Commuting to properties within assigned territory and Office located in Miramar FL.

Nice To Haves

Experience in managing "Community Association" (HOA/COA) relationships is a significant plus

Responsibilities

Responsible for launching new services in both acquisition/renewal properties
Works cross-departmentally with Sales, Construction, and Operations teams to ensure a smooth rollout and transition.
Collaborates with the sales team and takes the lead to effectively communicate and facilitate new contract terms with the assistance of Sr. Management to ensure customers receive the latest technology.
Leads the execution of strategies and tactics to improve the overall customer experience in their respective community profile.
Operates as the main point of contact for assigned property profiles.
Assisting after hours and weekends when needed to ensure a positive customer experience.
Consistently uses independent discretion to facilitate decisions that ensure excellent customer service, create, develop and maintain positive customer relationships, and provide timely responses to all inquiries pertaining to Breezeline products and services.
Works in conjunction with the sales team before and during contract negotiations, providing all feedback/requests from property stakeholders and changes in property common area locations, leading to greater efficiency and effectiveness throughout the renewal process
Works with Community Experience Manager to build out community engagement plans and events to drive improvements in the net-promoter score (NPS).
Demonstrates expert knowledge of Breezeline products.
Delivers first-in-class customer and employee experience.