Customer Success Manager Hotwire Communications
Overview
Lead and manage a team of local Customer Success Managers in Miami to deliver exceptional experiences. Serve as primary escalation point for market issues. Drive market leadership and collaborate with cross-functional partners. Champion customer excellence and innovation. Differentiate by delivering best-in-class service and community impact.
What You'll Do19
- 1Lead and manage a team of local Customer Success Managers within an assigned market to deliver a best-in-class experience for customers, employees, and the communities we serve.
- 2Serve as the primary escalation point for systemic market performance issues.
- 3Provide Market Leadership: Ensure the company's brand, market strategy, culture, and customer objectives are clearly understood and consistently executed.
- 4Collaborate with cross-functional partners including Sales, Call Center Operations, Construction, Field Operations, Engineering, and Marketing to strengthen Hotwire's community engagement.
- 5Serve as the Business Continuity lead during market events such as storms and other emergencies.
- 6Communicate with passion, clarity, and enthusiasm while championing customer excellence and innovative ways of working.
- 7Partner with local and corporate stakeholders to identify, resolve, and escalate market issues as needed.
- 8Apply deep product and operational knowledge to facilitate timely resolution through collaboration, networking, and negotiation.
- 9Conduct root cause analyses and implement corrective actions to prevent recurring issues.
- 10Develop and execute a market engagement strategy with the Chief Customer Success Officer to address local market needs and align with broader strategic objectives.
- 11Drive service quality, customer satisfaction, and long-term customer value.
- 12Serve as the market's subject matter expert, coordinating regional activities to minimize risk to customer and employee experience.
- 13Collaborate with the Customer Success team to develop community initiatives that strengthen brand presence and deepen community relationships.
- 14Maintain comprehensive understanding of competitive activity within the assigned market and provide insights to Marketing and Market Growth leadership.
- 15Monitor new-build pipeline to maximize growth opportunities and partner with Market Growth leadership for market intelligence and qualified opportunities.
- 16Assess each property's renewal likelihood and develop annual account plans to achieve 100% renewal rate.
- 17Ensure projects and product launches meet plan and schedule while protecting customer experience and minimizing local disruption.
- 18Monitor KPIs including onboarding health, network resilience, trouble call performance, and payment adoption metrics.
- 19Perform other duties as assigned by leader.
Requirements16
- 1Minimum of five (5) years of experience in sales marketing and/or operations within telecommunications with a minimum of ten (10) years overall professional experience in telecom or related field.
- 2Minimum of five (5) years of experience in a market leadership role within a complex customer-focused service-oriented technical environment.
- 3Demonstrated success in developing and executing strategies that enhance customer experience and increase satisfaction through product and service delivery.
- 4Excellent presentation verbal and written communication skills with ability to influence stakeholders at all levels.
- 5Strong financial analytical and negotiation skills with ability to interpret data and drive informed decisions.
- 6Creative and strategic thinker capable of developing innovative practical solutions.
- 7Proven ability to analyze complex problems challenge assumptions and implement effective solutions.
- 8Ability to navigate cross-functional dependencies and collaborate across teams to deliver exceptional customer experience.
- 9Strong leadership and interpersonal skills to build relationships foster collaboration and inspire followership.
- 10Organizationally astute with ability to embrace Hotwire culture while leading change and implementing new initiatives.
- 11Bachelor’s degree required; Masters preferred.
- 12Minimum of five (5) years experience in a telecommunications industry or related field.
- 13Minimum of five (5) years experience in a market leadership role within a complex customer-focused service-oriented technical environment.
- 14Ability to analyze complex problems challenge assumptions and implement effective solutions.
- 15Strong leadership and interpersonal skills with ability to build relationships foster collaboration and inspire followership.
- 16Proven track record of driving continuous improvement through influence transparency and collaboration.
Salary Insight
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Location
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