Manager of Account Management – Mid Market
About FareHarbor
Founded in Hawaii in 2013 and acquired by Booking.com in 2018, FareHarbor creates powerful tools that help tour and activity operators run their business with ease and efficiency. With thousands of clients and 500+ employees worldwide, we have the fastest growing team in the business, and we’re shaping the future of travel, together.
Why FareHarbor?
Founding FareHarbor required unwavering passion. Turning a start-up into the world’s leading and largest reservation software for tours, activities, and attractions required relentless dedication and vision. To date, we’ve helped over 15,000 global businesses operate successfully and are proud to have played a role in enabling business owners to live their dreams.
And since day one, we’ve known that our real success lies in our people—the Ohana.
With each new feature launched and new client onboarded, there is a team of incredible people behind the scenes who are full of dedication, passion, energy, and the will to succeed. We encourage everyone to bring their whole selves to work—to believe in their abilities, to freely express their creativity, and to contribute with their own uniqueness by wearing their true colors. We take care of one another and always prioritize health and wellbeing. We give our people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the box, to make mistakes, and even to fail. And then we come together to try again.
From the minute you join, you have a voice. You find your space. You make an impact. We celebrate our victories, shout our successes, and are always eager to tackle new challenges. And we can’t wait to see all that’s to come.
About the Role
The Manager of Account Management – Mid-Market is responsible for overseeing and ensuring the success of the Mid-Market Account Management Team. The Account Management directives are a combination of proactively identifying and suggesting changes to promote success across our growing portfolio of clients as well as appropriately addressing inbound requests to improve the overall customer experience for FareHarbor's clients.
The Manager of Account Management - Mid-Market will collaborate and align on initiatives and projects with existing Mid-Market Manager(s) to ensure continued success of our clients and growing team. This person will also work closely with the Director of Account Management, cross-functional managers, Account Managers and Team Leads to ensure processes and best practices are aligned, organizational goals are met, and market-specific opportunities are identified.
What you’ll do here:
People Management:
- Coach, mentor, develop and manage an AM team of 8+ employees directly responsible for roughly $25 million in retained revenue.
- Responsible for training and onboarding new hires and implementing scalable strategies to grow the Mid-Market Team in tandem with forecasting and new business projections.
- Set measurable performance objectives with direct reports that align with departmental and company goals and ensure follow through to successful completion.
- Provide regular and actionable performance feedback to employees, aligning expectations and guiding corrective actions where appropriate.
Operational:
- Monitor team workflow for operational accuracy, efficiency, improvements and opportunities for account growth.
- Direct involvement in client communication and problem solving for accounts at risk of churn due to escalation, functionality, or client service issues.
- Delegate and realign resources to effectively prioritize projects
- Ensure team’s adherence to inter-departmental and cross-department processes, including alignment with leadership in other departments.
- Collaborate regularly and effectively with other Manager(s) to align project prioritization, individual expectations, and team goals.
Communication:
- Collaborate intra- and inter-departmentally to identify process/project inefficiencies, solve problems and to create a more cohesive environment.
- Communicate project progress, resource needs, project risks and blockers to appropriate stakeholders.
- Maintain appropriate and transparent communication to team on company objectives, project updates, project expectations, expectations, etc.
Requirements:
- High attention to detail to ensure proper execution and implementation of any new key initiative, while maintaining an understanding of how the decision may impact FareHarbor's bottom line.
- In-depth understanding of customer success best practices.
- Comfortable giving/receiving constructive feedback
- Technical aptitude and ability to learn software programs (CRM & SaaS).
- Ability to work within a rapidly changing environment that demands multitasking and prioritization of projects and bandwidth.
- Innovative, motivated, confident, organized, high-energy team player.
- Strong communication skills, verbal and written, with a focus on internal and cross-departmental communication.
- Ability to take existing processes and improve the workflow to increase teamwide efficiencies.
- Demonstrated ability to collaboratively work on projects and bring initiatives to completion.
Preferred Qualifications:
- Management or Team Lead experience
- Previous customer-facing experience
Benefits
- Medical, dental + vision coverage
- 23 days of PTO + paid holidays
- 401k + employer matching
- Paid parental leave
- Opportunity to share your ideas and make a difference in a growing company
- Fast-paced, high-energy, and engaging work environment
Salary Range: $76,320-$95,400, plus 10% bonus potential
FareHarbor is committed to creating a diverse environment, and we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, age, or veteran status. We welcome talent that can offer us new insights and perspectives on challenges that we face, and we take measures to eliminate unconscious bias throughout the interview and hiring process. In tandem, we work to cultivate an inclusive culture in which all of our employees can be their authentic selves.