Manager, Multifamily Bulk Customer Success Team

Frontier Internet is a highly diverse and collaborative team on a mission to transform the way ISPs serve Bulk Multifamily consumers. The Manager of the Multifamily Bulk Customer Success Team will coach and manage a team responsible for launching and maintaining strategic Bulk Multifamily communities, ensuring successful client engagement and satisfaction.

Responsibilities:

• Lead, coach, and develop a high-performing team of Bulk Customer Success professionals
• Manage the team's capacity and workload, including hiring, performance management, and career development
• Oversee the creation and management of project documentation for newly contracted multifamily community fiber builds
• Strategically align with local engineering, sales professionals, field operations, and outside vendors to ensure successful implementation and on-time activation of fiber services to our customers
• Ensure the team maintains a deep understanding of our various internet solutions (e.g., Self Install and Instant Activation) and drives respective Property and Frontier Engineering actions to ensure successful technology deployment across properties
• Drive team adherence to processes for updating and maintaining internal systems and records to ensure data accuracy and serviceability
• Oversee team engagement with clients, including serving as a point of escalation to solve critical problems and managing communications efforts, site community visits, and walkthroughs necessary to drive new business and ensure client satisfaction
• Periodic direct team involvement in pre-sales solution definition and support for targeted business development opportunities

Requirements:

• Bachelor's degree or equivalent experience required
• 5+ years' experience in operations, project management, and/or account management, including a minimum of 2 years of direct people management experience
• Knowledge of the multifamily marketplace, and documented track record of success working with MDU Owners, Operators, and Developers
• Knowledge of fiber-based telecommunications infrastructure and technologies
• Must possess a valid state driver's license with a clean driving record
• Willingness to travel up to 25%
• Salesforce or similar CRM experience is a plus
• PMP certification is a plus