The 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.

Main 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.
Analyze financial reports to provide insights regarding property performance and suggest areas for optimization.
Develop strategic solutions to enhance owner satisfaction and retention.

People Leadership & Development:

Lead and develop a team of Account Executives and Owner Relations Officers, providing mentorship and coaching to ensure success.
Conduct regular team meetings, one-on-one performance reviews, and training sessions.
Foster a collaborative and solutions-oriented team culture that prioritizes owner satisfaction.

Process Improvement & Operational Excellence:

Collaborate with the Owner Experience & Training Manager to optimize department processes and workflows.
Leverage data insights to inform decision-making and service improvements.
Ensure timely and accurate completion of client-related tasks using project management tools.

Cross-Department Collaboration:

Work closely with internal departments such as Onboarding, Compliance, Finance, Sales, Design, and more, to improve service quality.
Contribute insights and recommendations to company-wide initiatives.

Other Responsibilities:

Stay updated with company policies, industry regulations, and market trends.
Maintain compliance with company procedures and regulatory requirements.
Perform additional duties as assigned by leadership.

OH&S:

Contribute to the improvement of company procedures and processes.
Promote safe behavior 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 or account management.
Proven ability to manage high-value clients and deliver exceptional service.
Strong leadership experience with the ability to mentor and develop teams.
Proficiency in project management tools and CRM software.
Bilingual proficiency (English + Spanish or Mandarin Chinese) preferred.
Ability to analyze financial reports and provide actionable insights.
Strong communication, negotiation, and interpersonal skills.
Highly organized, detail-oriented, and able to manage multiple priorities.

Preferred Experience: