Manager, Multifamily Bulk Customer Success Team

Verizon recently acquired Frontier and plans to transition non-union Frontier employees into Verizon compensation and benefits programs. This position will be part of that planned transition.

Manager, Multifamily Bulk Customer Success Team

As the largest pure-play fiber provider in the U.S., we deliver blazing-fast broadband connectivity that unlocks the potential of millions of consumers and businesses. As a Frontier employee, you will be part of our purpose of Building Gigabit America—creating the digital infrastructure that the country needs to thrive today and into the next century. Join us!

What we’re seeking:

As a motivated people leader, you will be charged with coaching and managing a team of Bulk Customer Success members who successfully launch and maintain on-going management of strategic Bulk Multifamily communities that range in size from single properties of several-hundred units to large multi-site portfolios over 10,000 units. Once a bulk contract is signed, your team will spearhead coordination across key internal and external stakeholders to ensure a successful fiber internet launch, and you will oversee the retention and account management strategy so that Frontier deepens our customer engagement with multifamily customers nationwide. This is a player-coach role, meaning the manager must be willing and able to jump in and directly assist the team with client issues or project execution when necessary. The ideal candidate will balance high-level strategy with hands-on support to ensure the team's success. In this remote role, you will be expected to collaborate with peers as required but can work anywhere in the contiguous United States. 

About You

You are an experienced people manager with extensive project manager and account management expertise. You’re a professional who thrives in a fast-paced environment and enjoys leveraging your various skills to drive efficiency and optimize client success. You lead, mentor, and motivate a team, setting strategic direction to solve numerous, diverse challenges. You’re passionate about building lasting relationships across the Multifamily market and providing industry-leading solutions that delight customers.

What you’ll do:

• 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

What we offer: 

Nothing is more important to our success than the team that built it. That’s why we provide benefits to keep you and your family well. Some of which we’re most proud to offer includes:

• Salary Range:  $65,000 to $134,000
• 20 PTO (Paid Time Off) days + 10 paid holidays per year 
• Day one medical, dental, vision and prescription drug plan 
• 401k match of 50% on 6% of eligible compensation 
• Tuition Assistance Program 
• Personal & Work Life Balance Resources & Wellness Support Assistance 
• Employee Resource Groups 
• 10 weeks of paid parental leave, & a phased return to work program for new parents 
• Up to $10k in adoption program assistance 
• 3 weeks of paid caregiver leave

What background you should have:

• 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

Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.

Connecting communities is at the heart of what we do. We are committed to building a team that reflects the communities we serve. If your background and experiences are aligned with our passion to improve digital access across America, we encourage you to apply and help us achieve our mission to #BuildGigabitAmerica.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.