Community (MDU) Success Manager

Smithville Communications•Ellettsville, IN

2d•Onsite

About The Position

Smithville Communications —Indiana’s trusted, locally owned provider of Internet, Voice, Security, and Enterprise data services, is looking for a Community (MDU) Success Manager who loves building relationships, solving problems, and driving meaningful community impact. In this on-site role, you’ll guide multi-dwelling unit (MDU) communities through a seamless fiber journey—from onboarding to long-term engagement—while ensuring exceptional client satisfaction and strong service adoption. If you thrive in a dynamic environment and enjoy collaborating across teams, this is the opportunity to make a major contribution to our growth. As the primary partner to MDU property managers, owners, and stakeholders, you’ll ensure each community receives outstanding service and support. You’ll coordinate deployments, lead onboarding and training, monitor performance, and help drive take‑rate goals. You’ll also support business development efforts, advocate for customer-focused improvements, and contribute to the continuous evolution of our MDU strategy.

Requirements

5–7 years of proven experience in telecommunications sales, client success, or community development.
Strong understanding of fiber networks, telecom design, and construction processes.
Excellent communication, negotiation, and stakeholder engagement skills.
Ability to manage multiple accounts and projects at once.
Proficiency in Microsoft Office Suite, particularly Excel
Self‑motivated, collaborative, and results‑driven.
Valid driver’s license and a safe driving record.

Nice To Haves

Bachelor’s degree in Business, Marketing, Sales, or related field preferred.
Salesforce experience preferred.

Responsibilities

Serve as the main point of contact for MDU clients.
Address customer needs quickly and effectively to drive satisfaction and retention.
Deliver personalized onboarding, training, and ongoing support.
Resolve issues by partnering closely with clients and internal teams.
Build and manage a portfolio of multi‑family properties for fiber deployment and service expansion.
Build and maintain strong relationships with property stakeholders.
Participate in construction meetings and telecom design reviews to align sales and technical execution.
Collaborate with sales, engineering, and construction to ensure timely and successful delivery.
Identify and develop new opportunities through relationships, referrals, and outreach.
Drive take‑rate and revenue goals through consultative engagement.
Report regularly on portfolio progress and performance metrics.
Monitor customer satisfaction indicators (CSAT, NPS, churn) and recommend improvements.
Document client journeys and service status in Salesforce.
Stay informed on market trends and competitor activity.
Champion customer-focused enhancements internally.
Participate in special projects and additional responsibilities as needed.