Manager of Account Management

About FareHarbor

At FareHarbor, our mission is to make experiences better for everyone. Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, FareHarbor creates powerful tools that enable our clients (think boat rentals, museums, food tours, events and more!) to operate and grow.

With over 20,000 clients across 90+ countries—we’re the largest in our industry and shaping the future of travel, together.

Our team is an ‘Ohana of 700+ people around the world. We’re passionate about pioneering an industry, embracing challenges with open arms, and delivering value to the experiences industry.

FareHarbor Core Values:

• Think Client First
• We Are One ‘Ohana
• Be Curious and Learn
• Own It.
• Act With Integrity
• Embrace the Challenge

Why FareHarbor?

Founding FareHarbor required unwavering passion. Turning a start-up into the world’s leading and largest reservation software for tours, activities, and attractions required relentless dedication and vision. To date, we’ve helped over 20,000 global businesses operate successfully and are proud to have played a role in enabling business owners to live their dreams.

And since day one, we’ve known that our real success lies in our people—the Ohana.

With each new feature launched and new client onboarded, there is a team of incredible people behind the scenes who are full of dedication, passion, energy, and the will to succeed. We encourage everyone to bring their whole selves to  work—to  believe in their abilities, to freely express their creativity, and to contribute with their own uniqueness by wearing their true colors. We take care of one another and always prioritize health and wellbeing. We give our people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the box, to make mistakes, and even to fail. And then we come together to try again.

From the minute you join, you have a voice. You find your space. You make an impact. We celebrate our victories, shout our successes, and are always eager to tackle new challenges. And we can’t wait to see all that’s to come.

About the Role

The Manager of Account Management – Europe is responsible for overseeing and ensuring the success of the Europe Account Management Team. The Account Management directives are a combination of proactively identifying and suggesting changes to promote success across our growing portfolio of clients as well as appropriately addressing inbound requests to improve the overall customer experience for FareHarbor's clients.

The Manager of Account Management will collaborate and align on initiatives and projects with the existing peer Manager to ensure continued success of our clients and team. This person will report to the General Manager of Europe and work closely with him as well as with cross-functional leaders, Account Managers and Team Leads to ensure processes and best practices are followed through and implemented, organizational goals are met, and market specific opportunities are identified. A strong focus will be on empowering clients' businesses, and for this the new leader will play a crucial role in guiding our team towards delivering exceptional value to our clients by leveraging expertise and by fostering innovation, the role will contribute to the overarching success of our clients while achieving our organizational objectives.

What you’ll do here:

Team Leadership:

• Lead, mentor, and develop a team of Account Managers to ensure they meet and exceed performance goals. Provide guidance, feedback, and ongoing training to enhance the skills and capabilities of the team.
• Set measurable performance objectives with direct reports that align with departmental and company growth goals. Regularly provide actionable performance feedback by leveraging our management metrics, driving and guiding corrective actions where appropriate.
• Foster a collaborative and motivated work environment that promotes teamwork and professional growth

Client Relationship Management:

• Build and maintain strong, long-lasting relationships with key clients.
• Serve as the primary point of contact for escalated client issues, ensuring prompt and effective resolution.
• Conduct regular check-ins and business reviews with clients to understand their evolving needs and identify growth opportunities.

Performance Analysis and Reporting:

• Monitor and analyze key performance metrics, such as client satisfaction, renewal rates, and upsell/cross-sell success.
• Prepare and present regular reports to senior management, highlighting the team's achievements, challenges, and recommendations for impro