Client Success
hace 2 semanas
**We’re hiring**
We’re Angel Host, a Canadian-based, data-driven and tech-enabled Vacation Rental Maximization service provider that helps Property Managers and Owners worldwide outperform their market. With Angel Host taking care of pricing, reservations, channel marketing and guest services, our clients get to focus on growth while increasing the performance of their property portfolio, as well as benefiting from a reduced workload. Angel Host was founded by highly experienced, award-winning entrepreneurs and hospitality operators, and is supported by some of the most prominent Venture Capital Funds in the world. Our mission is to become a worldwide leader in vacation rental management and we're on the right track, currently working with 800+ properties in the US, Canada, Mexico, the Caribbean, and Europe.
Are you a Vacation Rental Management expert with Account Management experience? Is English your mother tongue and are you ideally bilingual in Spanish as well? Are you looking to work in a fast-paced, fun, and flexible work environment with unlimited growth, happiness, and learning opportunities? Is taking part in a rapidly growing start-up, full of energetic people from all around the world on your bucket list? If you think you have what it takes to succeed as our Client Success and Account Manager, keep reading
**The position: Client Success & Account Manager**
As an Angel Host Client Success & Account Manager, you’ll be our company’s main point of contact with our vacation rental management clients (Property Managers & Owners). The in-depth knowledge you will acquire about our services, coupled with your knowledge of the short-term rental industry and your relentless drive to provide outstanding service will ensure our clients not only stay but expand the portfolio of properties that we manage for them.
Of course, you won’t be alone. We understand that delivering a great service requires an amazing team working together. You will be happy to know that treating our clients with the utmost care is at the heart of this team’s DNA. It is the only way to ensure that we obtain the best results.
**Specifically, we need you to**:
- Establish strong work relationships with the Property Managers and Owners we work with and solve all the day-to-day problems with a patient yet firm consultative approach;
- Help our clients reach their business goals and ensure their portfolio is performing well;
- Produce client reports and audits that showcase the enormous value we bring to them;
- Understand our bi-weekly financial reports and be ready to answer any questions our clients might have about them;
- Understand all the key performance indicators of our industry such as Booking Revenue, Occupancy Rate, Average Daily Rate, Booking Velocity, etc. and be comfortable explaining these KPIs to clients when presenting strategies or recommendations;
- Work in conjunction with the Guest Services Team to be on top of issues related to the guest experience and proactively finding ways to improve our SOPs;
- Develop referral opportunities from our satisfied clients, who could introduce us or recommend us to other Property Managers;
- Support our clients in growing their portfolio and integrate new properties with Angel Host;
- Lead the onboarding process of new clients in close collaboration with the sales, integration, and revenue management departments;
- Adjust, suggest, and implement SOPs, methodologies, and reports in order to improve the working relationship with our clients and with the internal team;
- Closely collaborate with the Listing Optimization Team to monitor the performance and ranking of our listings in all of the OTAs where they are advertised;
- Troubleshoot day-to-day operational issues related to listing optimization, channel distribution, property management software, rates management, calendar availability, double bookings, OTAs, etc. in close collaboration with all teams (revenue management, sales, optimization, integration, operations, finances, guest services).
**Is this job for you? Well, it is if**:
- You have at least 3 years of experience in Account Management or a similar Client-Facing position, excluding business development/sales;
- You possess at least 3 years of experience in Vacation Rental Management experience;
- English is your mother tongue and you are ideally bilingual in Spanish, both speaking and writing: You must know how to be concise yet professional;
- You have a strong level of confidence and interpersonal skills: your presence, tone, and language should build trust and communicate empathy while being firm on what we need from the client to deliver exceptional results;
- You are comfortable with numbers, since you will be defending the pricing recommendations & strategies provided by our Revenue Management Team;
- You are comfortable with Excel or Google Sheets, given that many of our reports are produced with these tools;
- You carry strong initiative: you
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