Success Manager

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

📋 Description

• Oversee a designated portfolio of Club Vacatia Owners, Members, and Guests.

• Actively engage with members throughout their membership journey.

• Cultivate trusted relationships and deliver personalized guidance.

• Reconnect with inactive members and promote the use of membership benefits.

• Inform members about Club Vacatia’s benefits, programs, services, policies, resources, digital tools, and self-service options.

• Recognize knowledge gaps and suggest enhancements to communications and educational resources.

• Identify friction points, recurring issues, and unmet member needs.

• Collaborate with internal teams to address concerns and ensure follow-up.

• Elevate issues to the relevant leaders or specialists.

• Assist members in navigating digital platforms and resolve common issues.

• Partner with Product and Technology teams to enhance digital tools and capabilities.

• Keep precise member records, including interaction history, preferences, commitments, and follow-up activities.

• Prioritize outreach and track engagement, adoption, satisfaction, retention, and issue resolution.

• Meet expectations for service, productivity, quality, documentation, and compliance.

• Take part in coaching, training, quality reviews, and continuous improvement initiatives.

• Work collaboratively with Owner Care, Member Services, Resort Operations, Sales & Marketing, Product, Technology, Finance, and various other teams.

• Assist in launching new programs, service enhancements, communications, and pilot initiatives.

⛳️ Requirements

• Bachelor’s degree in Business, Hospitality, Communications, Customer Experience, or a related field, or equivalent experience.

• Over 3 years of experience in customer success, member services, account management, concierge roles, hospitality, contact center operations, or a similar customer-focused position.

• Proven experience in proactive outreach, relationship management, strategic planning, or customer engagement.

• Exceptional communication skills with the ability to articulate complex information clearly and confidently.

• Capacity to build trust, listen actively, educate, and influence others.

• Strong organizational and time management skills, capable of handling multiple priorities.

• Familiarity with CRM, case management, customer engagement, or other customer-facing technology platforms.

• Excellent problem-solving skills, sound judgment, and meticulous attention to detail.

• Proficient in utilizing customer feedback and data to identify trends and opportunities for improvement.

• Proficiency in Spanish or Portuguese is preferred but not mandatory.

• Experience in hospitality, vacation ownership, travel, membership, financial services, or complex consumer service is advantageous.

🏝️ Benefits

• Join a growing hospitality company that is transforming the vacation ownership experience.

• Enjoy autonomy and ownership over a designated member portfolio.

• Engage in cross-functional learning and collaboration.

• Access coaching and training opportunities.

• Participate in quality reviews and continuous improvement initiatives.