Account Director

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a reliable advisor for a portfolio of owners throughout their ownership journey.

• Establish meaningful, long-lasting relationships through personalized service and proactive communication.

• Assist new owners in activating their ownership and beginning to enjoy their investment.

• Re-engage inactive owners through educational initiatives, vacation planning, and customized solutions.

• Suggest personalized vacation experiences tailored to owners' travel aspirations and lifestyle.

• Inform owners about Club Vacatia benefits, exchange opportunities, and ownership programs.

• Advocate for owners by collaborating with Sales, Marketing, Product, Operations, Accounting, Owner Care, and other departments.

• Keep detailed owner profiles and engagement histories updated in Salesforce.

• Utilize customer insights and analytics to enhance engagement, satisfaction, and long-term loyalty.

• Leverage CRM technology and AI-driven engagement solutions to improve the owner experience.

• Contribute to the Owner Success strategy through ongoing improvement and innovation.

• Enhance owner satisfaction, retention rates, vacation utilization, first vacation completion, activation, Owner Health Scores, NPS, referral generation, and overall lifetime owner value.

⛳️ Requirements

• Bachelor's degree in Business, Hospitality, Marketing, Communications, Customer Experience, or a related discipline.

• Over 5 years of experience in Customer Success, Account Management, Hospitality, Vacation Ownership, Owner Services, Client Relations, or Relationship Management.

• Proven experience managing a portfolio of clients or customers.

• Strong preference for candidates with experience in hospitality, travel, resorts, or vacation ownership.

• Familiarity with Salesforce or other CRM systems.

• Experience in utilizing customer data and analytics to foster engagement.

• Capability to build enduring relationships.

• Skill in creating exceptional customer experiences.

• Outstanding communication skills with a trusted-advisor approach.

• Ability to think strategically while remaining highly organized.

• Proficiency in problem-solving and developing creative solutions.

• Comfort with technology, CRM systems, and AI-enabled tools.

• Ability to excel in a collaborative, fast-paced environment.

• Motivation to ensure customer success.

🏝️ Benefits

• Club Vacatia benefits.

• Exchange opportunities.

• Ownership programs.

• Access to technology, CRM tools, and AI-enabled engagement solutions to enhance the owner experience.