Client Success Support Manager
Company: VTrips
Location: Gatlinburg
Posted on: January 27, 2023
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Job Description:
Description:Client Success Support ManagerClient Success is the
key point of support for Client Success Managers. The Client
Success Support Manager builds and maintains strong relationships
with Client Success Managers and owners. This position will work
closely with Operations Managers to ensure each portfolio is
accomplishing objectives for retention, profitability, and owner
satisfaction. This position will develop relationships within the
local community with Realtors and Buyer's Agents for business
development opportunities.Essential Functions:When CSM is on leave,
sick, or PTO, Client Success Manager will step in and manage CSM's
portfolioWork with Operations Managers to review QC walks from the
previous day and discuss any needs or concerns in the unitsCall 10
owners utilizing the QC walk information provided by the Operations
Managers and log the owner conversations in Track QC WalksCall OWN
and OWG arrivals for the following dayReceive property updates from
Operations Managers and update information in Track.Contact any
owners who have work to be completed that exceed contract
limitsReview work orders from the previous dayWork with Revenue
Managers on property pacingWalk all owner arrivals, leave the owner
a gift and handwritten noteWork with the Property Manager on all
Coming on Program units within the region, including but not
limited to, quality control inspections, communicating unit needs
to the Client Success Manager, inventory, Inside Maps,
etc.Completing all property updates, reservation move requests, and
going on programs for the regionMeet with the Director of Client
Success monthly to discuss opportunities and challenges in your
department; assess needs and work together to create an action plan
to meet organizational objectives for retention, productivity, and
performanceMeet with Client Success Managers to discuss
opportunities and challenges within their portfolio, onboarding for
new owners, and create an action plan to meet objectivesWork
closely with the Client Success Manager in off-boarding, assisting
with discontinuing of services, scheduling blocks, and move
requestsWork closely with colleagues in support positions (i.e.,
Accounting, Marketing, Brand Ambassadors) to maintain open lines of
shared information and to stay current with any changes in policy,
procedure, or process; likewise, you will notify said colleagues of
changes within your departments so that all employees are working
harmoniously to achieve stated goalsAttend development Workshop
relating to Owner Communication and other topics, that arise, with
the Director of Client Success and Operations ManagerAccount for
all expenses by filling out Credit Card Receipt Log on a
daily/weekly basisReview all QC walks from Operations Managers
recommended repairs and the owner deniedMeet with the Director of
Client Success monthly to discuss opportunities and challenges in
your portfolio; assess needs and work together to create an action
plan to meet organizational objectives for productivity,
performance, and financial goalsSponsor Annual HOA meetingMonitor
active inventory and identify opportunities to top gradeWork with
Client Success Managers to define a strategy for success. Work with
the Director of Client Success to establish better reporting and
systems for communication with owners and operationsOwner
Off-BoardingLearn and ensure compliance with all company, local,
state, and federal safety rulesDirect staff to follow a "safety
first" principle and ensure that unsafe conditions are corrected
immediatelyBe aware of the company's emergency preparedness plan
and responsibilities. This includes being available for
implementation and assistance if necessaryBeing available 24/7 for
customer support if a such issue should arisePerform other duties
as assignedPhysical/Mental/Environmental Demands:The physical
demands described here are representative of those that must be met
by an employee to successfully perform the essential functions of
this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform essential
functions.Physical Demands: Sitting - 5% Walking/Standing - 95%.
Required to stoop, bend, stretch, twist, and reach. Regularly lift
35 lbs. and occasionally up to 50 lbs. Must be able to talk or
hear. Specific vision abilities required by this job include close
vision, color vision, peripheral vision, depth perception, and the
ability to adjust focus.Mental Demands: Organize and
multi-task.Environmental: Exposure to and working with household
chemicals. Moderate to heavy noise level when equipment is
operating.Position Type and Expected Hours of WorkFull-time
position. Varies based on business needs. Must be able to work
between Sunday and Saturday, be available 24/7 via phone and
ability to work holidays. May need to work over 40 hours in any
given week, based on workload.RequirementsReliable transportation
(Ability to get to and from work). Travel for the position required
25-100% daily with or without prior noticeWork
Authorization/Security ClearanceMust be eligible to work in the
United States. Must pass a background screening.AAP/EEO
StatementThe Company is an Equal Opportunity Employer and fully
subscribes to, as well as practices, the principles of Equal
Employment Opportunity. Therefore, we do not discriminate on the
basis of race, color, religion, sex, national origin, age,
disability, citizenship, marital status, sexual orientation, or any
other characteristic protected by law in the recruitment,
selection, placement, training, compensation and promotion of our
employees.Other DutiesPlease note this job description is not
designed to cover or contain a comprehensive listing of activities,
duties, or responsibilities that are required of the employee for
this job. Duties, responsibilities, and activities may change at
any time with or without notice.Requirements:Qualifications and
Experience:Minimum Education High school diploma or GED
requiredBachelor's degree in Hospitality Management, Business
Administration, Business Management, or related field
preferredThree (3) years' experience in property management or
related areaSoftware skills, including use of Microsoft Office
software, Paylocity, Track, Fleetio, Concur, Pointe Central, Kaba
and other web-based applications needed for positionExcellent
verbal and written communications skills necessary to communication
with owners, guests, vendors, team members and managementLeadership
and decision-making skills along with excellent time management and
organization skillsStrong analytical and problem-solving skills
Keywords: VTrips, Knoxville , Client Success Support Manager, Executive , Gatlinburg, Tennessee
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