Manager of Multifamily Customer Success

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! Visit www.frontier.com. See also Frontier's California - Job Applicant Privacy Notice available at https://frontier-careers.com/california-applicant-privacy-notice/.

What we're seeking:

The Manager of Multifamily Customer Success will play a pivotal role on our expanding Multifamily (MDU) Sales Team to help drive penetration and profitability within the segment. You will be charged with successfully managing a new Customer Success organization within your region. Leveraging your perspective and awareness of our business you will lead our customer success initiatives to focus on successful client outcomes, account revenue growth, and renewals/upgrades. In this in-person role, you will be required to report to our Long Beach, CA office to complete your work responsibilities.

What we need in you:

What you'll do:

• Lead, mentor, and inspire a regional customer success team to consistently meet and exceed aggressive monthly, quarterly and annual quota and KPI targets
• Manage all aspects of customer success and client retention including the development of KPIs, playbooks, best practices and reporting dashboards
• Consistently deliver on all business targets and achieve all assigned monthly, quarterly and yearly quotas
  Cultivate relationships with Multifamily and HOA clients to ensure successful onboarding, maximize revenue, contract duration, and client satisfactio
  Maintain efficient sales role definition, territory planning, and success-based staffing model to facilitate revenue growth and increased sales velocity.
• Prepare and analyze sales report data to achieve accurate targets and forecasts, ensuring projections are in line with operational goals and overall company growth strategy
  Collaborate with cross-functional teams to align customer success initiatives with overall business strategy
• Proactively assess, clarify and validate customer needs and satisfaction by engaging with properties and developers
• Successfully manage client relationship through the construction and onboarding process, including managing internal cross-functional teams to meet property timelines for services availability
• Act as an escalation point for customer issues and work with teams to ensure timely resolution
• Recurring assessment of full funnel metrics/KPIs to ensure optimal performance.
• Travel as necessary to support regional teams and sales partners
  
  

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: $61,000 to $155,000
• 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 sales management and customer success roles; preference for roles within the telecommunications or related industries
• Knowledge of and a track record of success working within the Multifamily (MDU) marketplace
• Knowledge of fiber-based telecommunications services a plus
• Must have excellent interpersonal, oral, written, communication and presentation skills
• Strong influencing skills and sales proficiency with value-based selling.
  Ability to effectively build and deliver sales plans, dashboards, pipeline reports and manage both individual and team KPIs
• Demonstrated ability to establish and maintain effective, collaborative working relationships with executives, department heads, mid- and lower-level management, vendors and other stakeholders
• Salesforce or equivalent CRM proficiency required
• A valid state driver's license and a willingness to travel up to 50% within the assigned region

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.