Bulk Account Manager

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 byApollo 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 propertylevel 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, problemsolving skills, and community relationship management.

Responsibilities

Property Analysis

• 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

Property Strategy & Field Execution

• 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

Relationship Management & Market Influence

• 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.

Cross-Functional Collaboration

• 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.

Customer-Centric Outreach

• 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.

Marketing & Resident-Facing Support

• 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.

Issue Resolution & Billing Support

• 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.

Performance Tracking & Reporting

• 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.

You Will Thrive in This Role If You Have...

• 3-5+ years of experience in technical implementations, customer training and support.
• Strong verbal and written communication skills; ability to educate customers and collaborate across teams.
• Proven relationship-building skills with internal and external partners.
• Success executing bulk plans and achieving goals in new and established environments.
• Ability to manage multiple high-value accounts with a customer-first mindset; strong problem-solving and escalation management; highly organized and self-motivated.

A Plus If You Have...

• Experience with a Smart MDU solution with Managed Wi-Fi and value-added services.
• Experience working with property managers, HOAs, leasing teams, or community associations.
• Familiarity with CRM systems (e.g., Salesforce) and workflow/task-tracking tools.
• Comfort creating training materials, presentations, and basic marketing collateral.

What Success Looks Like

• Communities feel informed, supported, and engaged.
• Property teams are confident and well-trained.
• Strong relationships with property and community stakeholders.
• High satisfaction from property staff and residents.
• Smooth onboarding and exceptional customer experience, especially at bulk-contracted properties.

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WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC.We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness throughphysical, emotional and financial health.Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Inclusion and belongingare at the center of our grounding belief inBeing Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us befierce advocatesfor moreaccessible,inclusiveand high-quality internet, because webelieve doing so promotesequityin the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process.

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed's Privacy Notice for California Residents
• Brightspeed's Privacy Notice