Launch Account Manager

Job Title:Launch Account Manager

Reports to:Senior Launch Account Manager

FLSA Status: Exempt

Department:Account Management

Location:Ft Myers/Naples

About our company

Blue Stream Fiber provides all customers, including residents, HOAs, COAs, developers, and businesses with the most advanced broadband, television, and voice products all over 100% gigabit-capable networks. With a 45-year history of providing customers with local and high-touch customer service and world-class future-proof technology, Blue Stream Fiber has become a trusted telecommunications partner throughout Florida.

Our Mission Statement:

We earn the trust of communities to provide their essential connection to the world, Internet Service. Using our service will improve our customers' daily experience, because for once, they will have Internet, TV and Phone that just works right every day and is backed by a team that cares.

Our Vision Statement:

To push the bar higher each day, to never stop listening to our customers and to provide a service that is clearly better than anyone else.

Why work for us:

• Industry leader for over 45 years.
• Great culture and support team.
• Dynamic and collaborative team environment.
• Eligibility to enroll in medical benefits after one month, as well as 401K plan.
• PTO & Paid Holidays.
• Strong company commitment to community outreach initiatives.
• Recipient of multiple industry awards, including Best Places to Work, Innovation, Leadership and Readers' choice.

About the role:

Are you passionate about customer experience? Do you enjoy working collaboratively and cross-functionally to complete projects? Are you a solutions-oriented, creative thinker? As a Blue Stream Account Manager, you will guide our new properties through the onboarding process, ensuring all contractual and business terms are met. You will be tasked with increasing the number of active subscribers and product penetration in assigned communities. While cultivating strong relationships with property management and HOA boards, you will aid and facilitate the swift resolution of escalations. Account Managers can expect to work independently but support and training is always available on our team. Tasks may involve general project management, strategic planning, sales support, service application, logistics, and marketing.

Responsibilities for this role:

• Use your personal skills and passion for the customer experience to build relationships with HOA Boards, Property Managers, and customers.
• Coordinate with staff members working on the same account to ensure consistent service, including but not limited to Kick-Off Meetings, Townhall Meetings, and property launches.
• Collaborates with sales team to build a relationship with the customer immediately after sale as well as assisting with prospective clients. This includes setting up property referrals, and effectively communicating upselling and prospect opportunities to the sales team.
• Service multiple clients concurrently, often meeting deadlines. Ensuring customers receive products and services in a timely fashion. Holding meetings with property officials to ensure clear and consistent communication. Providing internal teams with necessary information to ensure that services and process are working properly. Effectively communicates customer needs and requests to proper departments to ensure the best customer service.
• Keep records of property transactions. Forecasts and tracks account metrics for each assigned property.
• Operates as the main point of contact for assigned customer base. Assisting after hours and weekends when needed to ensure a positive customer experience.
• Consistently communicating with customer base in person and via email to maintain and build a long-term relationship with the customer.
• Develops and maintains long-term relationships with accounts. Responsible for retaining customer base and optimizing revenue through customer satisfaction.
• Once an acquisition contract or a migration amendment is signed, it is the responsibility of the Account Manager to Process and Collect:

• A list of Board of Directors names and titles, VIPs, and "friendlies."
• Resident roster
• Information on Seasonality
• Floor Plans

Requirements for this role:

• A deep pride and focus on providing an industry-leading onboarding experience for your clients
• Excellent communication and presentation skills.
• A keen mind focused on solving problems and collaboration.
• A "can-do" attitude that builds confidence amongst peers and clients.
• Focused and able to guide team members to accomplish work objectives.
• Able to Interact with others in ways that give them confidence in one's intentions and those of the organization.
• Make customers and their needs a primary focus of one's actions, developing and sustaining productive customer relationships.
• Identify and understand issues, problems, and opportunities.
• Compare data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
• Able to deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
• Maintain stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Possess, acquire, and maintain the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
• Actively able to appreciate and include the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
• Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

General Qualifications:

• Three years of related experience in telecom or other industries such as hospitality or sales
• Able to communicate in the English language. Bilingual in any language is a plus
• Able to organize and prioritize effectively
• Proficient in Microsoft Office, Excel, and Power Point
• Cable or telecommunications background preferred

Additional Job Considerations

• Frequently required to sit, stand, bend at the knees and waist, and walk.
• Required to use hands to type, handle objects and paperwork.
• Required to reach and hold on to items at chest level or reach above the shoulder.
• Required to use close vision and focus.

Blue Stream Fiber is an affirmative action and equal opportunity employer, our team has a wide range of backgrounds and experiences, and we value:

• Accountability
• Innovation
• Teamwork
• Inclusion
• Dependability
• Integrity

We welcome new perspectives and affirm that all employment decisions are made without regard to race, color, ancestry, religion, national origin, age, familial or marital state, sex, sexual orientation, disability, veteran status, or any other classification protected by federal, state, or local law.