Senior Account Manager

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**:

- Serve as the primary point of contact for high-profile homeowners, ensuring their needs are met with the highest level of service and responsiveness.
- Advocate for property owners by proactively communicating investment performance, policy changes, and operational updates.
- Collaborate with internal teams to address and resolve homeowner concerns efficiently and effectively.
- Analyze financial reports and provide insights to homeowners regarding their property's performance, identifying areas for optimization.
- Develop strategic solutions to enhance owner satisfaction and retention. People Leadership & Development:

- Develop strategic solutions to enhance owner satisfaction and retention.
- Provide mentorship, coaching, and guidance to Account Executives and Owner Relations Officers, ensuring they excel in their roles.
- Lead regular team meetings, one-on-one performance reviews, and training sessions to drive individual and team success.
- Establish clear performance expectations, monitor progress, and support career development opportunities within the department.
- Foster a collaborative and solutions-oriented team culture that prioritizes owner satisfaction and operational excellence. Process Improvement & Operational Excellence:

- Partner with the Owner Experience & Training Manager to develop and implement efficient workflows and standard operating procedures.
- Identify opportunities to optimize department processes to increase efficiency and effectiveness.
- Leverage data insights to inform decision-making and recommend improvements in service delivery.
- Ensure timely and accurate completion of client-related tasks within project management tools. Cross-Department Collaboration:

- Ensure timely and accurate completion of client-related tasks within project management tools.
- 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.
- Assist in the successful onboarding of new properties by ensuring alignment between owner expectations and operational capabilities.
- Represent the Owner Experience team in company-wide initiatives, contributing insights and recommendations for continuous improvement. **Other Responsibilities**:

- Stay up-to-date with company policies, industry regulations, and market trends to provide informed guidance to homeowners and the team.
- Maintain compliance with clients procedures and regulatory requirements.
- Perform additional duties as assigned by leadership.

**OH&S**:

- Actively participate and contribute with the improvement of company procedures and processes.
- Follow all procedures and guidelines and applicable law and regulations.
- Promote a professional and cooperative working environment, based on mutual respect and trust.
- Promote safe behaviour in the workplace.

**Qualifications**:

- Bachelor’s degree in Business Administration, Hospitality, Marketing, Communications, or a related field.
- 5+ years of experience in client relationship management, account management, or a similar role.
- Proven track record of managing high-value clients and delivering exceptional service.
- Strong leadership experience with a demonstrated ability to develop and mentor teams.
- Excellent communication, negotiation, and interpersonal skills.
- Ability to analyze financial reports and provide actionable insights.
- Proficiency in project management tools and CRM software.
- Highly organized, detail-oriented, and able to manage multiple priorities effectively.
- Bilingual proficiency (English + Spanish or Mandarin Chinese) preferred.

**Soft Skills**:

- Demonstrated proficiency in verbal and written communication in English, Spanish or Mandarin Chinese, enabling effective communication with property owners, company stakeholders, and team members.
- Self-motivated and capable of multitasking in a fast-paced environment, ensuring timely progress on client-related tasks and project management.
- Adaptability and responsiveness to changing conditions, priorities, technologies, and requirements in order to maintain the highest level of client satisfaction and support department efficiency.
- Professional demeanor and strong time management skills, allowing for effective delegation, guidance, and collaboration wi