Client Success Manager

Description

Job Title: Client Success Manager

Job Summary:

The Client Success Manager is responsible for building and maintaining strong relationships with owners. This position works closely with Operations Managers to ensure that each property portfolio achieves objectives for retention, profitability, and owner satisfaction. The Client Success Manager also develops relationships within the local community with Realtors and Buyer's Agents to identify business development opportunities.

Essential Functions:

• Manage an assigned portfolio of vacation rental properties.
• Collaborate with Operations Managers to review quality control (QC) walks from the previous day and address any needs or concerns in the units.
• Contact owners based on the QC walk information provided by the Operations Managers and log the owner conversations in Track QC Walks.
• Communicate with OWN and OWG arrivals for the following day.
• Receive property updates from Operations Managers and update information in Track.
• Reach out to owners who have work to be completed that exceeds contract limits.
• Review work orders from the previous day.
• Coordinate with Revenue Managers on property pacing.
• Conduct walkthroughs of all owner arrivals, leaving a gift and handwritten note.
• Collaborate with the Property Manager on all Coming on Program units within the region, including quality control inspections, communicating unit needs to the Client Success Manager, inventory management, Inside Maps, etc.
• Complete all property updates, reservation move requests, and going on programs for the region.
• Meet with the Director of Client Success monthly to discuss opportunities and challenges in the department, assess needs, and create action plans to meet organizational objectives for retention, productivity, and performance.
• Collaborate with other Client Success Managers to discuss opportunities and challenges within their portfolios, onboarding for new owners, and create action plans to meet objectives.
• Assist with off-boarding owners, discontinuing services, scheduling blocks, and handling moving requests.
• Maintain open lines of shared information with colleagues in support positions (i.e., Accounting, Marketing, Brand Ambassadors) and stay updated on changes in policy, procedure, or process. Notify colleagues of changes within the department.
• Attend development workshops related to owner communication and other relevant topics.
• Keep track of expenses by filling out the Credit Card Receipt Log on a daily/weekly basis.
• Review all QC walks from Operations Managers for recommended repairs and owner denials.
• Sponsor the Annual HOA meeting.
• Monitor active inventory and identify opportunities for improvement.
• Collaborate with Client Success Managers to define a strategy for success and work with the Director of Client Success to establish better reporting and communication systems with owners and operations.
• Assist with owner off-boarding.
• Ensure compliance with all company, local, state, and federal safety rules.
• Prioritize safety and correct any unsafe conditions immediately.
• Familiarize yourself with the company's emergency preparedness plan and be available for implementation and assistance if necessary.
• Be available 24/7 for customer support if any issues arise.
• Perform other duties as assigned.

Position Type and Expected Hours of Work:

This is a full-time position with varying hours based on business needs. The candidate must be able to work between Sunday and Saturday, be available 24/7 via phone, and work on holidays. There may be a need to work over 40 hours in any given week, based on workload.

AAP/EEO Statement:

The Company is an Equal Opportunity Employer and fully subscribes to the principles of Equal Employment Opportunity. We do not discriminate based on race, color, religion, sex, national origin, age, disability, citizenship, marital status, sexual orientation, or any other characteristic protected by law in the recruitment, selection, placement, training, compensation, and promotion of our employees.

Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. This is a generalized position description, and job duties may differ among regions and locations of employment.

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