Owner Success Manager

Job Description

Job Description

Description:

Goodnight Stay is the premier luxury corporate and vacation rental management company, utilizing cutting-edge technology and leveraging its 25 years of experience to provide an unparalleled experience through thoughtful curation and design, high standards of excellence, and impeccable customer service. Our team is passionate about cultivating unforgettable, amazing experiences for all of our guests. After all, a life well-lived is a life full of incredible memories. If this sounds like a mission you'd be proud to support, read on!

What GoodNight Stay is looking for:

We are looking for an Owner Success Manager to manage our client accounts. You will address customer concerns and help facilitate a smooth and fun new homeowner onboarding experience. We expect you to be an energetic, goal-driven person with excellent communication skills. This role may often be challenging so you should be able to remain calm and polite in tough situations. If you have some experience in sales or customer service, we’d like to meet you. Your goal will be to foster long-term relationships with clients and help grow our business.

The Owner Success Manager Role:

Job Summary/Description:

The Owner Success Manager plays a vital role in providing PROMPT, EXCELLENT, and RESPECTFUL customer service to our Client / Property Owners. This associate must reside in the reside in perspective location in this position to visit owner properties regularly and routinely and to attend in-person meetings with owners when scheduled. The Owner Success Manager may be responsible for the company's relationship with properties owners.

Duties/Responsibilities:

* New Owner Orientation - Expand on exact execution of Property Management Agreement (PMA) terms for the purpose of property care & use of Owner portal.

* Owner Relationship Building - Establish a rapport with Owner, relevant HOA personnel and other authorized representatives of owners.

* Owner Information/Profile Records - Consistently update and audit property and owner profile in software platforms.

* Communication - Act as the direct link between owners and the company's various departments to answer questions and to assist in coordination of owner requests when applicable under the terms of the Property Management Agreement. Create work orders to be fulfilled by market staff as they are prioritized in accordance with current market status, staffing and needs.

* Notifications/Approvals - Notify owners of significant incidents or charges below the non-approval required threshold set out in the Property Management Agreement (PMA) and request approvals for items and services estimated or identified as being above the approval required threshold set out in the Property Management Agreement (PMA)

* Inspection/Review - Review of Property Maintenance & Housekeeping Inspection Records to provide up to date condition reports to owner and to make recommendations. Visit each property no less than once per quarter to conduct a full maintenance & housekeeping inspection beyond those routinely conducted by field operations staff.

* Financial Proofing - Review service charges and information necessary for Owner Charges to monthly statements.

* Information - Providing proactive recommendations and information to owners to improve their understanding of local market conditions, property care and the industry through individual and market-wide messages and newsletters.

* Collaboration - Collaborate with General Manager, Director of Operations & Founder in additional owner retention, owner referral, branding, and business development strategies.

* Company Ethos - Ensure, encourage, and promote company core values, missions, and vision to protect the company's brand and standards.

Benefits: GoodNight Stay will provide a competitive salary and bonus, medical/dental/vision benefits, vacation & holiday time off, company-provided equipment, and has many other employee perks that enhance our culture and team building.

Required Skills/Abilities:

* Must possess: the ability to accomplish general office and clerical tasks; excellent computer skills; superior communication; time management; prioritization; and an understanding of sensitive material handling.

* The associate must have reliable personal transportation/valid driver's license, submit to a background/reference check and be able to climb stairs with reasonable accommodation.

Education and Experience:

* Bachelor’s degree in Business Management, Business Administration, or related field required; M.B.A. preferred.

* Certification through the Institute of Certified Professional Managers (ICPM) preferred.

* Five years of related experience required

Compensation:

Good Night Stay will provide a competitive salary, medical/dental/vision benefits, vacation & holiday time off, company-provided equipment, and has many other employee perks that enhance our culture and team building.