Manager, Multifamily Bulk Customer Success Team
Core
Lead and manage a team of Bulk Customer Success professionals to launch and maintain strategic fiber internet services for multifamily communities ranging from single properties to large multi-site portfolios.
Role type
Senior Manager, Customer Success & Operations
Builds
Fiber internet infrastructure and service activation for multifamily housing communities
Domain
Telecommunications / Fiber Optics / Multifamily Real Estate
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
People management, project management, account management, stakeholder coordination, team capacity planning, process adherence, client escalation handling, pre-sales solution support
Preferred skills
Salesforce/CRM experience, PMP certification
Technologies
Fiber-based telecommunications infrastructure, Salesforce
Responsibilities
Lead, coach, and develop a high-performing team of Bulk Customer Success professionals; Manage the team's capacity and workload including hiring and performance management; Oversee creation and management of project documentation for newly contracted multifamily community fiber builds; Strategically align with local engineering, sales, field operations, and outside vendors to ensure successful implementation; Ensure team maintains deep understanding of internet solutions and drives technology deployment; Oversee team engagement with clients including site visits and walkthroughs; Periodic direct involvement in pre-sales solution definition
Seniority
Senior, hands-on IC with people management