Launch Account Manager

Hotwire Communications Ltd • Pensacola, FL

13d

About The Position

The Launch Account Manager builds relationships with boards and POA offices for assigned properties and ensures each launch progresses according to plan, providing a “white glove” experience from day one. This role serves as the primary on-site communicator between the company and the property during project launch and installation.

The position coordinates with property stakeholders, developers, operational teams, and internal departments to prepare for launches, manage contract deliverables, support installations, and communicate project status. It handles escalated customer and subscriber issues, supports community outreach and signup activities, and introduces the ongoing operational Account Manager when the property transitions to the internal operations group. Launch Account Managers in developing markets must be able to travel up to 80% of the time.

Requirements

• At least 2 years of telecommunications industry experience.
• Ability to travel up to 80% of the time.
• Must be able to drive and hold an active, clean, non-restrictive state-issued driver's license in the assigned territory.
• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Must embrace company principles and demonstrate understanding of Hotwire’s White Glove culture.

Nice To Haves

• Bachelor’s degree or equivalent; a bachelor’s degree is preferred.
• Account management experience.
• Knowledge of cable and telecommunications products and services.

Responsibilities

• Maintain ongoing communication with property stakeholders regarding project status.
• Remain on site throughout the launch at existing communities, or visit new-construction projects weekly during construction and more often as needed during the move-in process after TCO.
• Hold meetings with community representatives or developers as appropriate.
• Represent the company at scheduled property Town Halls and Board Meetings.
• Collaborate with operational teams and create orders for operational requirements, including on-site personnel, back-office workspace, equipment, office trailer space where applicable, restroom facilities, and other equipment needed for operational efficiency.
• Obtain lists of property VIPs, Board Members, and other “friendlies” for testing and initial installs.
• Obtain property or community maps and diagrams or floor plans for homes or condos to be installed.
• Obtain a list of units and provide relevant information to billing to support accurate billing according to contract terms.
• Coordinate pre-launch community-wide signup events to initiate the home survey and LOA process with the On-Site Operations Team.
• Coordinate contract deliverables, including hardware and services for common areas and back-office locations.
• Coordinate completion of contracted common areas before system activation in collaboration with construction, installation, and other teams.
• Personally handle MSAs and correspondence for VIPs, Board Members, and other “friendlies.”
• Handle escalated customer and on-site subscriber issues, including damage claims.
• Coordinate and conduct informational community-wide meetings to train residents on technology or inform them about project status and changes.
• Introduce the ongoing operational Account Manager to the property when it turns over to the internal operations group.
• Collaborate with the appropriate team to deliver marketing materials and recommend additional collateral as needed.
• Exercise independent judgment and discretion in matters associated with projects.
• Respond to customer web inquiries and online or social media posts.
• Update the customized web portal blog when applicable.
• Travel up to 80% of the time for Launch Account Managers in developing markets.
• Perform other duties as required or assigned.

Benefits

• Comprehensive healthcare, dental, and vision plans.
• 401(k) retirement plan with company match.
• Paid vacation, sick time, and additional holidays, including the employee’s birthday.
• Paid volunteer time.
• Paid parental leave.
• Hotwire service discounts for employees who live on a property serviced by Hotwire, including discounts on high-speed internet, video, phone, and security services.
• Employee referral bonuses.
• Exclusive entertainment discounts and perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level