Homeowner Success Manager

Summary

Join our team as a Homeowner Success Manager and be part of a branded, tech-enabled property management company for premium vacation rental homes. This role requires excellent communication, attention to detail, and a positive attitude. You will maintain relationships with homeowners, resolve customer complaints, and optimize processes within the company.

Requirements

• 3+ years of hospitality, property management, or customer-facing experience
• Comfortable working in a startup environment with the empowerment to make decisions
• Excellent communication skills, both written and verbal
• Ability to travel for ad hoc onsite owner events/meetings
• Strong problem-solving and conflict-resolution skills
• Legal right to work in the United States

Responsibilities

• Review and resolve customer complaints and concerns
• Full understanding of owner contracts, terms, renewal dates and licensing to remain compliant with contract and local permitting
• Manage the owner communications for onboarding including initial discovery call to go live
• Work with onboarding stakeholders to ensure effective and efficient communication between owner, homeowner success manager and other involved departments
• Assist in creating training courses and educational materials for owner success team and overall company use
• Maintain a detailed understanding of and assist customers with questions and suggestions regarding Operations, Revenue Management, Accounting, Guest Experience and Marketing
• Optimize existing processes within the company and actively enhance all Customer Success initiatives

Benefits

• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance