Customer Success

**We’re hiring**

We’re Angel Host, a data-driven and tech-enabled Vacation Rental Maximization service provider that helps Property Managers and Owners worldwide out-perform their market. With Angel Host taking care of pricing, reservations, and channel marketing, our vacation rental management clients get to focus on growth or simply enjoy a reduced workload, while we maximize the performance of their portfolios. Angel Host was founded by highly experienced, award-winning entrepreneurs and hospitality operators, and is supported by some of the most prominent Venture Capital Funds in the world. Our mission is to become a worldwide leader in vacation rental management and we're on the right track, currently working with 400+ properties in the US, Canada, Mexico, the Caribbean, and Europe.

Are you a Vacation Rental Management expert with Account Management experience? Do you speak native or bilingual level English as well as one or two more languages? Are you looking to work in a fast-paced, fun, and exciting work environment with unlimited growth and learning opportunities? Is being part of a rapidly growing start-up and working with a team of energetic people on your bucket list? Do you think you have what it takes to succeed as our Customer Success & Account Manager? If this sounds like you, keep reading

**The position: Customer Success & Account Manager**

As an Angel Host Customer Success & Account Manager, you’ll be our company’s main point of contact with our vacation rental management clients (Property Managers & Owners). The in-depth knowledge you will acquire about our services, coupled with your knowledge of the short-term rental industry and your relentless drive to provide outstanding service will ensure our clients not only stay but expand the portfolio of properties that we manage for them.

Of course, you won’t be alone. We understand that delivering a great service requires an amazing team working together. You will be happy to know that treating our clients with the utmost care is at the heart of this team’s DNA. It is the only way to ensure that we obtain the best results.

This position is right for you if you’re ready to jump into an energetic start-up environment and interact with people that manage vacation rental properties around the world. Because you’ll be among our first Customer Success & Account Managers, you’ll not only play a key role in the company, but you’ll also have direct access to the company's leadership. Most importantly, you’ll have an exciting opportunity to develop and advance your career, as our company is projected to grow exponentially in the coming months

**Specifically, you would be responsible for**:

- Establishing strong work relationships with the Property Managers and Owners we work with and solving all the day-to-day problems with a patient yet firm consultative approach;
- Helping our clients reach their business goals and ensuring their portfolio is performing well;
- Producing client reports and audits that showcase the enormous value we bring to them;
- Understanding our bi-weekly financial reports and being ready to answer any questions our clients might have about them;
- Understanding all the key performance indicators of our industry such as Booking Revenue, Occupancy Rate, Average Daily Rate, Booking Velocity, etc. and being comfortable explaining these KPIs to clients when presenting strategies or recommendations;
- Working in conjunction with the Guest Services Team to be on top of issues related to the guest experience and proactively finding ways to improve our SOPs;
- Developing referral opportunities from our satisfied clients, who could introduce us or recommend us to other Property Managers;
- Supporting our clients in growing their portfolio and integrating new properties with Angel Host;
- Leading the onboarding process of new clients in close collaboration with the sales, integration, and revenue management departments;
- Adjusting, suggesting, and implementing SOPs, methodologies, and reports in order to improve the working relationship with our clients and with the internal team;
- Closely collaborating with the Listing Optimization Team to monitor the performance and ranking of our listings in all of the OTAs where they are advertised;
- Troubleshooting day-to-day operational issues related to listing optimization, channel distribution, property management software, rates management, calendar availability, double bookings, OTAs, etc. in close collaboration with all teams (revenue management, sales, optimization, integration, operations, finances, guest services).

**Is this job for you? Well, it is if you**:

- At least 3 years of experience in Vacation Rental Management experience;
- At least 3 years of experience in Account Management or similar Client-Facing position other than business development/sales;
- Very strong English speaking and writing skills: You must know how to be concise yet profession