Bulk Account Manager

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality....designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

Brightspeed is seeking a Bulk Account Manager dedicated to supporting all bulk properties and Smart MDU environments . This role will require technical support, customer success, and property level engagement .

The Bulk Account Manager is the primary owner of the Bulk community relationship and lifecycle ensuring technical readiness, resident experience, account health, and contract performance.

You will serve as the technical and operational expert for assigned properties, supporting Smart MDU integrations, training property staff and residents, and ensuring property and customer satisfaction.

This is a hands-on role (50%+) requiring strong technical background, problem solving skills, and community relationship management.

• Analyze business needs across the assigned bulk portfolio. Using data-driven insights and on-site observation.
• Monitor overall property 'account health' and identify trends impacting resident satisfaction.
• Proactively observe and evaluate the SMARTMDU solution to identify opportunities for enhancement or areas requiring improvement

• Spend 50%+ of working time in the field enhancing property relationships, supporting technical issues, conducting training and ensuring Brightspeed brand visibility
• This position is remote. The successful candidate will play a crucial role in ensuring the timely delivery of our services
• Perform on-site walkthroughs to assess readiness, identify risks, and recommend improvements

• Build and maintain strong relationships with property management teams, leasing agents, and HOA's
• Conduct in-person meetings, phone outreach, and training to educate Brightspeed SMARTMDU and services
• Serve as the single point of contact across the contract lifecycle; ensure service levels and obligations are met while advocating internally.

• Partner with sales engineering, marketing, operations, IT, Billing, and COR to support market launches and ongoing property success.
• Coordinate and partner with vendors as needed to ensure exceptional customer experience.

• Serve as the primary liaison between Brightspeed and property stakeholders.
• Address questions or concerns from property teams and residents to ensure smooth onboarding.
• Represent Brightspeed's brand through professional communication and high-quality property interactions.

• Own the distribution, placement, and tracking of marketing materials across assigned properties; ensure materials are compliant, current, and effectively leveraged.
• Partner with Marketing and Sales to maintain consistent branding and messaging; develop collateral such as welcome kits, flyers, FAQs, and digital assets.
• Support on-site and virtual resident events to drive awareness and satisfaction.

• Manage and resolve billing inquiries, service concerns, and account-level issues with urgency and professionalism.
• Coordinate with internal teams to drive timely resolution; proactively address recurring issues and recommend improvements.

• Maintain accurate property and activity records; participate in regular performance and operational reviews.
• Recommend adjustments to strategies and tactics based on results and property feedback.

• 3-5+…