GM/VP Customer Success and Market Engagement
HybridMiami, Florida, United States or Orlando, Florida, United States
Job Summary
Lead a team of Customer Success Managers to deliver best-in-class experiences for customers, employees, and communities while serving as the primary escalation point for systemic market performance issues. Manage market strategy execution by collaborating with Sales, Engineering, and Marketing to strengthen community engagement, and act as Business Continuity lead during emergencies. Resolve and escalate market issues through root cause analysis and corrective actions, while partnering with leadership to develop engagement strategies that address local needs and align with broader objectives. Monitor competitive activity, new-build pipelines, and renewal readiness to drive growth and maintain a 100% renewal rate across all accounts. Ensure consistent achievement of key performance indicators including onboarding health, resident satisfaction, and service utilization metrics.
Required Qualifications
- Bachelor's degree
- Masters preferred
- Minimum of five (5) years of experience in sales, marketing, and/or operations within the telecommunications industry or a related industry
- Minimum of ten (10) years of overall professional experience in the telecommunications industry or a closely related field
- Minimum of five (5) years of experience in a market leadership role within a complex, customer-focused, service-oriented, and technically driven environment
- Demonstrated commitment to customer excellence
- Demonstrated success in developing and executing strategies that enhance the customer experience while increasing customer satisfaction, engagement, and loyalty
- Effective delivery of products and services
- Excellent presentation, verbal, and written communication skills
- Ability to influence stakeholders at all levels
- Strong financial, analytical, and negotiation skills
- Ability to interpret data and drive informed decisions
- Creative and strategic thinker
- Ability to develop innovative, practical solutions
- Demonstrated integrity
- Adaptability
- Resilience
- Strong commitment to teamwork and operational excellence
- Proven ability to analyze complex problems
- Ability to challenge assumptions
- Ability to implement effective solutions
- Ability to navigate cross-functional dependencies
- Ability to collaborate across teams
- Ability to deliver an exceptional customer experience
- Strong leadership and interpersonal skills
- Ability to build relationships
- Ability to foster collaboration
- Ability to inspire followership
- Organizationally astute
- Ability to embrace Hotwire's culture
- Ability to lead change
- Ability to implement new initiatives
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