Account Manager

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

As a Hawaii Account Manager, your entire directive is to optimize the FareHarbor client experience. This position oversees working with a portfolio of roughly 100-130 accounts in the Hawaii mid-market segment.

This role will be a combination of addressing inbound requests to improve the online booking experience for FareHarbor partners and strategically suggesting changes to promote client success and revenue growth. We are looking for a supreme problem solver and creative person who can work freely and strategically to foster our clients’ growth!

What you’ll do here:

• Build and maintain existing client relationships to ensure adoption and retention with the FareHarbor platform
• Proactively and strategically target clients with large opportunities for growth
• Be a team player and enjoy working in a fast-paced environment while maintaining calm composure working under high-pressure situations
• Provide project management and oversight of a project to ensure implementation and completion. Track and report the results
• Effectively manage time and productivity to ensure accounts with the most opportunity and retained booking fees are prioritized
• Become an expert on FareHarbor to handle unique problems that face clients with their online bookings and reservation management
• Recognize the differences between FareHarbor and other online booking platforms to effectively communicate with clients
• Become well versed in online booking trends in the tour and activity industry to offer relevant information with clients
• Meet Key Performance Indicators (KPIs):
• Communication expectations require communicating with your accounts on a regular basis to maintain 90% SLA compliance within your portfolio. To meet this, you’ll make an average of 30 calls and at least 2 hours of talk time a week.
• FareHarbor prides itself on our ability to retain our accounts. As a department, we have high expectations for retention and your efforts to retain your clients and mitigate risk will roll up to this target.
• Growing our client’s revenue is a daily aspect of this role.You’ll be implementing suggestions to increase our client’s e-commerce conversion rate, and thus annual revenue, on a routine basis. We will consider both the number of growth projects implemented across your portfolio as well as the quality of growth projects executed.

Requirements:

• Travel to visit local clients to troubleshoot as needed, find growth opportunities, and present in-person Business Reviews.
• Supporting on ad