Community (MDU) Success Manager

Company : Smithville Communications

Job Description - Community (MDU) Success Manager

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Direct applicants only. We are not seeking 3rd party recruitment services for this role.

Smithville Communications —Indiana’s trusted, locally owned provider of Internet, Voice, Security, and Enterprise data services, is looking for a Community (MDU) Success Manager who loves building relationships, solving problems, and driving meaningful community impact. In this on-site role, you’ll guide multi-dwelling unit (MDU) communities through a seamless fiber journey—from onboarding to long-term engagement—while ensuring exceptional client satisfaction and strong service adoption. If you thrive in a dynamic environment and enjoy collaborating across teams, this is the opportunity to make a major contribution to our growth.

WHAT YOU’LL DO
As the primary partner to MDU property managers, owners, and stakeholders, you’ll ensure each community receives outstanding service and support. You’ll coordinate deployments, lead onboarding and training, monitor performance, and help drive take‑rate goals. You’ll also support business development efforts, advocate for customer-focused improvements, and contribute to the continuous evolution of our MDU strategy.

Client Success & Relationship Management (50%)

Serve as the main point of contact for MDU clients.
Address customer needs quickly and effectively to drive satisfaction and retention.
Deliver personalized onboarding, training, and ongoing support.
Resolve issues by partnering closely with clients and internal teams.

MDU Portfolio Development (25%)

Build and manage a portfolio of multi‑family properties for fiber deployment and service expansion.
Build and maintain strong relationships with property stakeholders.
Participate in construction meetings and telecom design reviews to align sales and technical execution.
Collaborate with sales, engineering, and construction to ensure timely and successful delivery.

Business Development & Sales Enablement (10%)

Identify and develop new opportunities through relationships, referrals, and outreach.
Drive take‑rate and revenue goals through consultative engagement.
Report regularly on portfolio progress and performance metrics.

Continuous Improvement & Advocacy (10%)

Monitor customer satisfaction indicators (CSAT, NPS, churn) and recommend improvements.
Document client journeys and service status in Salesforce.
Stay informed on market trends and competitor activity.
Champion customer-focused enhancements internally.

Other Duties (5%)

Participate in special projects and additional responsibilities as needed.

WHAT YOU BRING

5–7 years of proven experience in telecommunications sales, client success, or community development.
Bachelor’s degree in Business, Marketing, Sales, or related field preferred.
Strong understanding of fiber networks, telecom design, and construction processes.
Excellent communication, negotiation, and stakeholder engagement skills.
Ability to manage multiple accounts and projects at once.
Proficiency in Microsoft Office Suite, particularly Excel
- Salesforce experience preferred.
Self‑motivated, collaborative, and results‑driven.
Valid driver’s license and a safe driving record.

WORK ENVIRONMENT
This role is largely performed in an office setting and includes regular use of a computer, phone, standard office equipment and color vision. The position may occasionally involve traveling to MDU sites (5%) and handling materials up to 15 pounds.

Standard business hours apply, with occasional flexibility required for evenings or weekends.

WHAT WE OFFER
We invest in your growth, well‑being, and future.

Benefits include:

Career & Development
Paid professional development
Tuition reimbursement
In-house training programs
Company‑paid Dental, Term Life Insurance & Long‑Term Disability
Low-cost Medical, Prescription, and Vision plans
Health Savings Account with annual company contributions
401(k) with a company match
Discount on Smithville Products and Services
Time Off & Perks
Generous PTO
Paid holidays
Discounted Smithville services

WHO WE ARE
For over 100 years, Smithville has been and is a locally grown, family-owned, cutting-edge, live-where-we-work, stand-by-our-products, part-of-the-neighborhood, wildly-Hoosier technology company in the heart of Southern Indiana. We provide the best technology services without sending you across the globe for support. We love our services and Indiana.

Review of employment applications will begin immediately and continue until the position is filled. Smithville is proud to be an equal opportunity employer.

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Community (MDU) Success Manager

Job Description - Community (MDU) Success Manager

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