Senior Manager, Account Management

Lead and mentor a team of managers and staff, providing guidance, support, and professional development opportunities. This involves setting clear expectations, holding team members accountable, and fostering 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. This entails developing a strategic vision for optimizing these levers and leading 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. 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.