Account Manager – Emerging Product

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

📋 Description

• Take ownership of and manage a specific portfolio of PadSplit hosts, serving as their main point of contact.

• Address escalated support tickets, policy inquiries, and operational issues.

• Establish proactive, trust-based relationships to minimize churn and enhance the lifetime value of hosts.

• Conduct regular performance evaluations aligned with the goals of hosts and PadSplit standards.

• Promote host accountability regarding occupancy rates, bookability flags, rejection rates, move-in ratings, and member retention.

• Collaborate with hosts to foster portfolio expansion and the addition of new properties.

• Relay host feedback and trends to product development, operations, and leadership teams.

• Maintain a thorough understanding of PadSplit’s platform, fee structures, payout mechanisms, and host-facing policies.

• Advise hosts on pricing strategies, occupancy optimization, listing quality, rejection rate management, and best practices for the platform.

• Utilize data tools to monitor host and property performance.

• Lead introductory calls and activation processes for new hosts.

• Prepare hosts for their first members and educate them on safety protocols, pricing strategies, and platform behaviors.

• Investigate complex cases and coordinate cross-functional resolutions with member support, trust and safety, payments, and legal departments.

• Handle emotionally charged discussions while ensuring adherence to policies and maintaining host relationships.

• Accurately document ticket details and resolutions.

• Identify systemic issues for potential process, policy, or product enhancements.

• Develop scalable playbooks, communication strategies, macro responses, and best practices.

• Participate in weekly team meetings and contribute to the evolution of the program.

⛳️ Requirements

• A minimum of 3 years of experience in account management, customer success, or high-touch client relationship roles.

• Previous experience in real estate, property management, hospitality, or a platform-based marketplace is highly preferred.

• Capability and eagerness to acquire in-depth knowledge of PadSplit’s products, fee structures, and policies.

• Demonstrated ability to proactively manage a substantial portfolio of relationships.

• Comfort in utilizing data to create narratives and drive actionable discussions.

• Ability to analyze incomplete or conflicting information and thoughtfully apply policies.

• Skill in balancing empathy with clarity during challenging conversations.

• Strong written and verbal communication skills, tailored to various audiences.

• Excellent organizational skills and follow-through across a large portfolio.

• A genuine belief in PadSplit’s mission and an understanding of the affordable housing sector.

• A strong desire to build and enhance a new function.

• Must be authorized to work in the United States and complete the I-9/E-Verify process.

🏝️ Benefits

• A variable compensation component based on individual performance.

• A remote work arrangement.