Senior Manager, Account Management

Summary

Join Evolve, a company dedicated to simplifying vacation rentals, and lead a team of managers and staff. You will be responsible for optimizing homeowner performance, collaborating with various teams, and fostering a culture of hospitality. The role requires strong leadership, cross-functional collaboration, and excellent communication skills. You will develop strategies to improve homeowner performance, build client relationships, and drive revenue growth. Evolve offers a competitive salary, bonus potential, and a comprehensive benefits package.

Requirements

• 8+ years of business performance improvement experience with a focus on driving performance and profitability
• 5+ years of people leadership experience with successful experience developing and multiplying leaders
• Experience providing world-class service through consultation, providing value to clients
• Proven track record of working cross-functionally
• A strong people leader with the ability to get teammates to elevate their thinking through your natural ability to motivate and excel team performance and skillset
• Excellent communication skills with the ability to effectively present to senior leadership and frontline teammates
• Proven success leading the development of customer-facing communication aimed at building trust and confidence
• Resourceful, with a curiosity to solve problems and create new solutions
• Self-motivated - you don’t look for direction, you make it happen

Responsibilities

• Lead and mentor a team of managers and staff, providing guidance, support, and professional development opportunities
• Set clear expectations, hold team members accountable, and foster a collaborative and inclusive work environment
• Own the homeowner-controlled performance levers, such as calendar availability, minimum rates, and minimum stays, to maximize owner success
• Develop a strategic vision for optimizing these levers and lead cross-functional efforts to ensure effective execution
• Ensure proper optimization, service, and communication strategies are implemented by collaborating with Revenue Management, Sales, Support, Marketing, Analytics, and Product teams
• Promote a culture of hospitality when addressing homeowners' performance concerns, and proactively communicate with them regarding performance and optimization actions
• Align with the Sales & Support and Revenue Management teams to ensure that service levels and processes provide an exceptional experience for homeowners
• Develop a strategy to offer customized consultations to homeowners with concerns about their performance
• Collaborate across departments to foster teamwork, while providing leadership to develop effective communication strategies and initiatives that educate homeowners on current market conditions and their potential impact on property listings
• Identify opportunities to derive insights from data and new tools by establishing team goals and KPIs, and optimizing team performance in alignment with the broader Account Management team
• Define a clear standard of success for the team and ensure it is effectively represented in high-stakes organizational interactions, including monthly business reviews and cross-functional meetings
• Strongly advocate for the team's goals and priorities and communicate them to relevant stakeholders
• Collaborate on headcount planning, recruitment, and retention processes for the team
• Develop and implement strategies to build and maintain client relationships, drive revenue growth, and ensure client satisfaction

Preferred Qualifications

Prior experience in the travel & tourism industry or real estate technology space is a plus

Benefits

• Industry-competitive pay, equity in the company, and a 401(k) with a 4% immediate vesting match
• 16-18 weeks of paid parental leave for birthing parents and 10 weeks for non-birthing parents, plus infertility coverage
• Comprehensive medical, dental, and vision plans (100% employer-paid for individual enrollment), 10 free mental health visits, and pet insurance
• Generous PTO, RTO (for full-time exempt employees), sick leave, holidays, and a personal holiday to celebrate what matters most to you
• Annual Evolve travel credit after one year and discounts on stays at all Evolve properties
• World-class onboarding programs, learning, and development resources to help you grow your impact