Homeowner Success Manager

Why this role

This team focuses on providing consultation to Evolve Homeowners through a 5-star consultative customer service approach. As a Homeowner Success Manager, you will serve as an expert consultant to Homeowners and provide guidance for optimizing listing-level performance drivers and achieving the Homeowners goals. Homeowner Success Managers will use their market and regional knowledge to partner with and guide our owners to make changes that will optimize their property performance. This team at Evolve will work closely with stakeholders across the organization to drive listing performance and promote Homeowner durability. 

What you’ll do

• Act as an in-bound contact for Homeowner clients who have concerns and questions regarding their home’s listing performance
• Provide guidance to Homeowners asking questions prompted from Evolve’s proactive performance outreach campaigns 
• Analyze listing booking performance and market trend data using Evolve’s data platform, Salesforce, and Excel to consult with Homeowners 
• Partner with assigned regional groups to educate Homeowners on Evolve rate strategies, industry trends, and any relevant booking performance data. 
• Meet and exceed response time SLAs and additional KPIs set forth by the Performance Leadership team. 
•  Provide an exceptional customer experience, using emotional intelligence and problem-solving skills to provide answers and find solutions

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 partnership/trust
• 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
• Ability to work either a Sunday-Thursday or Tuesday-Saturday schedule

Location 

We currently are able to hire throughout the U.S except in the following states: California, District of Columbia, Hawaii, New Jersey, New Mexico and Pennsylvania. If you live in Colorado, you can work remotely anywhere in the state, at our downtown Denver office, or a hybrid of both!

Compensation

For this role compensation is based on an hourly pay rate. Our base pay range is $56,000 - $64,000 annually, based on a 40 hour work week($26.92 - $30.77/hour) depending on relevant experience.