Client Success Manager

Job Description

Job Description

Are you passionate about building and maintaining strong relationships with property owners? VTrips, a leading name in vacation property management, invites you to join our team as a Client Success Manager. In this role, you will be the key point of contact for owners, ensuring the retention, performance, and profitability of your assigned portfolio. You will work closely with Property Care Managers to achieve objectives related to owner satisfaction and develop relationships within the local community for business development opportunities.

Key Responsibilities:

• Review QC walks with Property Care Managers and address any unit needs or concerns.

• Call 10 owners using QC walk information and log conversations in the QC App.

• Contact OWN and OWG arrivals for the following day.

• Update property information in Track based on updates from Property Care Managers.

• Contact owners regarding work exceeding contract limits.

• Review previous day's work orders.

• Liaise with Revenue and Marketing Managers to ensure property pacing goals are met.

• Walk owner arrivals.

• Respond promptly to owner calls, texts, and emails, ensuring the Sundown Rule is met.

Weekly Responsibilities:

• Reach out to HOAs for updates on buildings, amenities, and projects.

• Meet with visiting owners in person.

• Review closed work orders and billing for accuracy.

• Ensure timely completion of COP/GOP process.

• Meet with Property Managers to review portfolio action items and needs.

Monthly Responsibilities:

• Review QC walks from Property Care Managers, focusing on recommended repairs and owner denials.

• Meet with the Director of Client Success to discuss portfolio opportunities and challenges, and create action plans.

• Collaborate with colleagues in support positions (Accounting, Marketing, Guest Services, and Revenue) to maintain shared information and process updates.

• Participate in development workshops with the Director of Client Success and Property Care Manager.

• Review monthly owner statements for accuracy.

Ongoing Responsibilities:

• Review active inventory for top-grade opportunities.

• Ensure owner contracts are complete, valid, and up-to-date.

• Manage communications with owners regarding inclement weather and natural disasters.

• Recommend annual preventative maintenance not included in the Rental Management Agreement.

• Perform other tasks as assigned by the supervisor.

Key Performance Indicators (KPIs):

• Achieve a net gain of 8 new inventory units annually.

• Maintain owner credits at less than 0.5% of gross rents.

• Ensure 100% accuracy on owner statements.

• Document all owner communication.

• Achieve a 4.5 Owner Survey score in communication.

• Resolve work orders within 5 days.

• Complete upgrade requests within 14 days.

Job Requirements:

• Proficiency with document management, databases, and spreadsheets.

• Working knowledge of Microsoft applications.

• Strong organizational skills with the ability to multitask and problem-solve.

• Excellent communication skills.

Physical, Mental, and Environmental Demands:

• Sitting – 70%, Walking/Standing – 30%.

• Required to stoop, bend, stretch, twist, and reach.

• Regularly lift up to 25 lbs.

• Must be able to talk or hear.

• Specific vision abilities required include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Other Duties:
Please note this job description is not exhaustive and may be subject to change. Duties, responsibilities, and activities may vary based on regional and location-specific needs of the company.

Benefits:

• Competitive salary.
• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off and holidays.
• Employee discounts on vacation rentals.
• Professional development opportunities.

Apply now and become a vital part of the VTrips family where your career is more than just a job - it's an adventure!