Account Manager, Customer Success

Why this role

The Performance team is focused on working with our homeowner partners to optimize the listings’ overall booking performance.  As a Performance Specialist, you will serve as a consultant to homeowners on all aspects of their home’s performance.  You will be in constant dialogue with Homeowners having discussions, listening to concerns, analyzing owner performance, and determining a go-forward plan.  You will provide world class hospitality, strategically working with cross-functional teams to maximize performance. This position presents a great opportunity for those interested in working with Homeowners over the phone and email and conveying information in a persuasive manner.

What you’ll do

• Serve as an in-bound contact for Owners who have concerns and questions regarding their home’s listing performance
• Analyze listing booking performance and market trend data using Evolves data platform, Salesforce, and Excel to consult with Homeowners on holistic listing performance
• Be the expert on all optimization levers such as nightly rates, amenities, length of stay, and confidently recommend adjustments & solutions that will drive booking performance for our homeowner partners.
• Educate Homeowners on rate strategies and Evolve’s SmartRates algorithm, industry trends and bookings windows
• Meet and exceed response time SLAs, churn, and escalation goals for the Performance Team
• Meet and exceed regional booking goals in partnership with Revenue and Pricing Analysts
• Collaborate with Revenue Management Team to ensure Homeowner initiated rate adjustments are appropriate and aligned with revenue generation goals
• Own a region and its performance bringing Homeowner hospitality to every conversation 

What makes you a great fit

• 3+ years customer service experience or 1+ year of experience driving performance
• Strong analytical skills with the ability to articulate complex ideas and strategies to homeowners to gain alignment and grow the partnership
• Ability to use appropriate tools to analyze revenue metrics of occupancy & rate and make recommendations 
• Detail-oriented, skilled at prioritizing work, and capable of managing your time independently
• You enjoy speaking with clients and acting as an advisor on the industry’s best pricing practices
• Clear and concise communicator that is comfortable diffusing tense situations

Location 

Evolve has a flexible working environment so teammates can work remotely anywhere in the state of Colorado, in our beautiful downtown Denver office, remotely or a hybrid of both! As we grow, we are working towards opening remote opportunities across the entire U.S. We currently are able to hire across the U.S except in the following locations: California, District of Columbia, Hawaii, New Jersey, New Mexico, and Pennsylvania. 

Compensation

For this role compensation is based on an hourly pay rate. Our base pay range is $26.92 - $30.77/hour depending on relevant experience.

#LI-JK1