Job Description

The Senior Account Manager (SAM) is a key leadership role within the Owner Experience team, responsible for managing high-profile homeowner accounts while overseeing and developing a team of 10 professionals. This role focuses on ensuring exceptional owner satisfaction and retention, driving operational efficiency, and fostering a culture of continuous improvement and professional growth within the team. The SAM works closely with leadership to implement best practices, optimize department performance, and maintain strong relationships with property owners.Key Responsibilities:Owner Account Management:xe2x97x8f Serve as the primary point of contact for high-profile homeowners, ensuring their needs are met with the highest level of service and responsiveness.xe2x97x8f Advocate for property owners by proactively communicating investment performance, policy changes, and operational updates.xe2x97x8f Collaborate with internal teams to address and resolve homeowner concerns efficiently and effectively.xe2x97x8f Analyze financial reports and provide insights to homeowners regarding their property's performance, identifying areas for optimization.xe2x97x8f Develop strategic solutions to enhance owner satisfaction and retention. People Leadership & Development:xe2x97x8f Develop strategic solutions to enhance owner satisfaction and retention.xe2x97x8f Provide mentorship, coaching, and guidance to Account Executives and Owner Relations Officers, ensuring they excel in their roles.xe2x97x8f Lead regular team meetings, one-on-one performance reviews, and training sessions to drive individual and team success.xe2x97x8f Establish clear performance expectations, monitor progress, and support career development opportunities within the department.xe2x97x8f Foster a collaborative and solutions-oriented team culture that prioritizes owner satisfaction and operational excellence. Process Improvement & Operational Excellence:xe2x97x8f Partner with the Owner Experience & Training Manager to develop and implement efficient workflows and standard operating procedures.xe2x97x8f Identify opportunities to optimize department processes to increase efficiency and effectiveness.xe2x97x8f Leverage data insights to inform decision-making and recommend improvements in service delivery.xe2x97x8f Ensure timely and accurate completion of client-related tasks within project management tools. Cross-Department Collaboration:xe2x97x8f Ensure timely and accurate completion of client-related tasks within project management tools.xe2x97x8f Work closely with internal departments such as Onboarding, Compliance, Finance, Sales, Design, Listings & Distributions, Revenue and Operations to streamline owner interactions and improve service quality.xe2x97x8f Assist in the successful onboarding of new properties by ensuring alignment between owner expectations and operational capabilities.xe2x97x8f Represent the Owner Experience team in company-wide initiatives, contributing insights and recommendations for continuous improvement. Other Responsibilities:xe2x97x8f Stay up-to-date with company policies, industry regulations, and market trends to provide informed guidance to homeowners and the team.xe2x97x8f Maintain compliance with clients procedures and regulatory requirements.xe2x97x8f Perform additional duties as assigned by leadership.OH&S:xe2x97x8f Actively participate and contribute with the improvement of company procedures and processes.xe2x97x8f Follow all procedures and guidelines and applicable law and regulations.xe2x97x8f Promote a professional and cooperative working environment, based on mutual respect and trust.xe2x97x8f Promote safe behaviour in the workplace.Qualifications:xe2x97x8f Bachelors degree in Business Administration, Hospitality, Marketing, Communications, or a related field.xe2x97x8f 5+ years of experience in client relationship management, account management, or a similar role.xe2x97x8f Proven track record of managing high-value clients and delivering exceptional service.xe2x97x8f Strong leadership experience with a demonstrated ability to develop and mentor teams.xe2x97x8f Excellent communication, negotiation, and interpersonal skills.xe2x97x8f Ability to analyze financial reports and provide actionable insights.xe2x97x8f Proficiency in project management tools and CRM software.xe2x97x8f Highly organized, detail-oriented, and able to manage multiple priorities effectively.xe2x97x8f Bilingual proficiency (English + Spanish or Mandarin Chinese) preferred.Soft Skills:xe2x97x8f Demonstrated proficiency in verbal and written communication in English, Spanish or Mandarin Chinese, enabling effective communication with property owners, company stakeholders, and team members.xe2x97x8f Self-motivated and capable of multitasking in a fast-paced environment, ensuring timely progress on client-related tasks and project management.xe2x97x8f Adaptability and responsiveness to changing conditions, priorities, technologies, and requirements in order to maintain the highest level of client satisfaction and support department efficiency.xe2x97x8f Professional demeanor and strong time management skills, allowing for effective delegation, guidance, and collaboration with Account Executives and other departments.xe2x97x8f This role typically requires 40 hours on duty and 10 hours on call a week. The candidate needs to demonstrate a resilient and get-it-done attitude and be able to work under high pressure.xe2x97x8f Proficiency in creative problem-solving and the ability to address client and organizational challenges using innovative, indirectapproaches.

Talent Sam