Now Hiring - Director, Community Account Management in Orlando, FL

Summit Broadband Inc. is a cutting edge, fiber-based broadband provider delivering best in class residential, commercial, and hospitality technology solutions. This growing, dynamic high-tech company headquartered in sunny Central Florida, is seeking a Director, Community Account Management, to join our Customer Experience (CX) team and grow with us. The new Summit Broadband is poised for an incredible future fueled by team members dedicated to being the best.

Job Title: Director, Community Account Management
Status: Full-Time/Exempt
Reports to: VP, Customer Experience
Location: Central Florida

Here’s the Scoop:
We are looking for a highly motivated, inspiring leader to manage all phases of our community experience. This includes onboarding new communities as well as providing ongoing oversight and delivery of the customer experience for existing communities. Hire, coach, and develop front-line personnel based on performance requirements and to ensure that first-in-class customer experiences are consistently delivered. Work in partnership across departmental lines to consistently exceed customer satisfaction scores. Be intentional in putting the customer first in everything that you do and make our customers promoters of the Summit Broadband brand. Must be a results-driven ambassador and advocate of all Summit Broadband products and services. Ability to develop, and implement, substantive processes/procedures to gain efficiencies of scale to assist in achieving all company objectives/goals.

Do you have what it takes?

• Delivers first-in-class customer and employee experience
• Provide consistent performance feedback, and quarterly performance plan reviews
• Facilitate a positive culture that is consistent with the company’s credo/mission statement
• Ability to maintain effective customer, business, and field relationships.

Demonstrate ability to manage conflicts and collaborate cross-functionally

• Partner with multiple construction teams to understand, analyze, and propose changes for construction processes and reporting needs
• Accountable for successfully onboarding new communities/properties, and ensuring for timely network/service activation and positive CX
• Understands construction dependencies including fiber builds, structured cabling, permit dependencies, right-of-entry, etc.
• Develop, and deliver, construction progress reports to all key community POCs and internal executive leadership
• Works with VP, Customer Experience to track CX performance at specific points of the new customer journey, and identify potential areas of opportunity with requisite solution recommendations
• Manages field-activity/back-office activity of Community Account Managers/ Community Support Representatives to ensure maximum effectiveness
• Proactively learns new technology related to Summit Broadband products/services, and train front-line personnel accordingly
• Leverages the net-promoter system (NPS) to aggregate customer feedback and implement change to improve the customer experience
• Ability to complete formal product demonstrations/presentations to educate customers accordingly
• Maintains composure in stressful situations and manages or diffuses angry/upset customers
• Exercises sound judgment and acts in the best interest of both the customer and company
• Relates well to the customer, demonstrates a favorable image of the organization through effective use of soft skills (including active listening and problem-solving skills), professional communications and internal/external customer interactions
• Works independently/personally accountable, and seeks Manager support when necessary
• Effective Change Management Ambassador; lead effective change over desired outcomes (Awareness, Desire, Knowledge, Ability, and Reinforcement)
• Other job duties as assigned
• High school degree and/or equivalent
• Minimum of 3 years related experience – Project Management/Service Delivery/Account Management

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Summit Broadband, Inc. is an Equal Opportunity Employer. The Company participates in the E-Verify program.