[Hiring] ISP/MDU Account Manager @SBA Communications

Role Description

The Customer Success Representative (CSR) is responsible for building and maintaining strong relationships with customers and partners, ensuring seamless integration into the company's ecosystem. This role serves as the primary point of contact for clients and acts as an internal advocate to drive satisfaction, retention, and continued collaboration across Managed WiFi, Distributed Antenna Systems (DAS), and Fiber deployment services.

What You Will Do – Primary Responsibilities

• Ensure a seamless transition and setup for services or products related to Managed WiFi, Distributed Antenna Systems (DAS), and/or Fiber deployment.
• Coordinate onboarding activities with property owner, SBA construction teams, and Internet Service Provider (ISP) partners.
• Develop and maintain onboarding documentation, timelines, and status reports to ensure clarity and accountability.
• Build and sustain strong relationships with key stakeholders, partners, and customers to drive continued collaboration and satisfaction.
• Serve as the primary point of contact and escalation for assigned customer accounts.
• Advocate for customers internally by escalating tickets and providing oversight of ISP partner performance.
• Conduct regular business reviews and proactive check-ins to assess satisfaction and identify growth opportunities.
• Oversee customer agreements to ensure ongoing compliance with contractual terms and conditions.
• Process customer-requested change orders accurately and in a timely manner.
• Assist with Accounts Receivable (AR) collection escalation as needed to support finance operations.
• Facilitate internal and external meetings to ensure customers are consistently updated on deployment progress.
• Maintain project trackers and status reports to monitor milestones, timelines, and deliverables.
• Identify and communicate risks or delays proactively to all relevant stakeholders.
• Assist in both direct and indirect sales efforts by leveraging strategic partnerships and aligning them with business objectives.
• Ensure customer information is accurate, current, and complete within the CRM platform.
• Support the sales team in identifying upsell and cross-sell opportunities within existing accounts.

Qualifications

• 3–5 years of experience in customer success, account management, or client services.
• 3–5 years of experience in the telecommunications industry, with specific exposure to Multi-Family segment is preferred.
• Excellent verbal and written communication skills with the ability to engage effectively at all levels.
• Strong interpersonal skills and demonstrated ability to build lasting professional relationships.
• Proven problem-solving and conflict resolution abilities in fast-paced, customer-facing environments.
• Proficient in CRM software (e.g., Microsoft- Dynamics 365 or equivalent platforms).
• High attention to detail with consistent follow-through on commitments and deliverables.
• Ability to manage multiple accounts and projects simultaneously with strong organizational skills.
• Bachelor’s degree in Business, Finance, or Marketing or relevant experience.
• Familiarity with ISP partnership management and SLA oversight.
• Exposure to Accounts Receivable processes and basic financial reporting.

Physical Demands

• Ability to stoop, bend, kneel or crouch.
• Ability to stand, walk and sit.
• Ability to reach with hands and arms.
• Visual ability correctable to 20/20.
• Sitting up to 90% of the day.
• Ability to respond verbally in an understandable, professional manner in person and over the telephone.
• Manual dexterity to input data into the computer and the calculator and operate the equipment listed above.
• Ability to lift up to 15 pounds.

Work Environment

• Office/ Cubicle workspace.
• Moderate noise level.

Benefits

• Plan for your future with our Global Ownership Program (Annual RSU awards for eligible employees).
• A 401K with a generous company match.
• Employee Stock Purchase Plan offering company stock at a discount.
• Access to a dedicated Health Concierge service.
• Generous Paid Time Off (PTO) package, paid holidays, and paid volunteer hours.
• Tuition reimbursement, support for professional certifications, and a wellness reimbursement program.