Bilingual Small Business Account Manager

About FareHarbor

At FareHarbor, our mission is to make experiences better for everyone. Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, FareHarbor creates powerful tools that enable our clients (think boat rentals, museums, food tours, events and more!) to operate and grow.

With over 20,000 clients across 90+ countries—we’re the largest in our industry and shaping the future of travel, together.

Our team is an ‘Ohana of 650+ people around the world. We’re passionate about pioneering an industry, embracing challenges with open arms, and delivering value to the experiences industry.

FareHarbor Core Values:

• Think Client First
• We Are One ‘Ohana
• Be Curious and Learn
• Own It.
• Act With Integrity
• Embrace the Challenge

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 20,000 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

Join FareHarbor’s Account Management Team and be a part of retaining and growing accounts based in Latin America (LATAM)! As a Bilingual Small Business Account Manager, you will optimize the FareHarbor client experience as you interact with and grow hundreds of unique tour and activity businesses located in various parts of Latin America. Small Business Account Managers focus on improving the livelihood of entrepreneurs trying to live out their dream by doing routine checkups and suggesting improvements to ensure their health and success. This position is responsible for working with over 200 assigned accounts located primarily in Puerto Rico and Mexico. This role will be a combination of suggesting strategic changes to promote client success, as well as addressing inbound requests to improve the online booking experience for FareHarbor customers. We are looking for a supreme problem-solver and creative individual who is willing to do whatever it takes for each FareHarbor account. Being able to manage your time and juggle multiple projects simultaneously is a must! 

What you’ll do here:

• Build and maintain existing relationships to ensure clients  are comfortable using FareHarbor and will be a long-term customer
• Proactively target clients with large opportunities for growth with the platform
• Become an expert on FareHarbor to handle unique problems that face clients with their online bookings and reservation management
• Understand the differences between FareHarbor and other online booking platforms to effectively communicate with clients
• Become well versed in online booking trends in the tour and activity industry to share relevant information with clients
• Be a team player and enjoy working in a fast-paced environment while maintaining calm composure working under high pressure situations
• Meet Key Performance Indicators (KPIs):
  • Communication expectations require communicating with your accounts on a regular basis to maintain 90% SLA compliance within your portfolio. To meet this, you’ll make an average of 30 calls and at least 2 hours of talk time a week.
  • FareHarbor prides itself on our ability to retain our accounts. As a department, we have high expectations for retention and your efforts to retain your clients and mitigate risk will roll up to this target.
  • Growing our client’s revenue is a daily aspect of this role. You’ll be implementing suggestions to increase our client’s e-commerce conversion rate, and thus annual revenue, on a routine basis. We will consider both the number of growth projects implemented across your portfolio as well as the quality of growth projects executed.

Requirements:

• Fluent in English and Spanish (both written and spoken)
• Comfortable understanding regional dialects of Spanish as you’ll be communicating with clients from diverse parts of Latin America
• A strong collaborator and a team player eager to contribute to the success of FareHarbor
• Proven ability to keep organized and prioritize workload
• Excellent time management skills
• Analytical skills and ability to problem-solve with and without the input and guidance of others
• Comfortable suggesting changes and offering solutions to reach FareHarbor and client goals

Benefits 

• Medical, dental + vision coverage
• 23 days of PTO + 12 paid holidays
• Global leave benefit 
  • 22 weeks paid parental leave 
  • 2 weeks paid grandparent leave 
  • Extended care and bereavement leave
  • Life insurance policy
• 401k + employer matching
• Social hours & events and team-building 
• Educational Opportunities
• Wellness benefits (Headspace subscription & wellness webinars)   
• Work-from-home assistance
• Hybrid friendly
• Paid volunteer hours

Salary Range: $53,711-$59,679, plus 10% bonus potential 

Please note you must be authorized to work in the United States for this position.

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.

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