Angel Host

Account Manager

• Build and Maintain Strong Client Relationships
• Develop trust-based relationships with Property Managers and Owners through proactive communication, regular check-ins, and a patient yet firm consultative approach.
• Ensure clients feel supported and understood throughout their partnership.
• Act as the First Line for Revenue Management Questions
• Develop a strong understanding of Revenue Management concepts and strategies as implemented by our Revenue Management team.
• Be confident explaining key metrics such as Booking Revenue, Occupancy Rate, ADR, Booking Pacing, Booking Velocity, etc.
• Address client questions within your scope and escalate to the Revenue team when deeper insights are needed.
• Support Client Success and Portfolio Performance
• Monitor portfolio results, align with clients on business goals. Serve as the main point of contact to ensure satisfaction, retention, and long-term collaboration.
• Proactively identify opportunities within the client's portfolio and coordinate with internal teams or the client as needed.
• Monitor and Support Client Onboarding
• Stay closely involved throughout the onboarding process by collaborating with the assigned Onboarding Coordinator. Ensure all steps are completed smoothly and that the client is set up for success from the start.
• Minimize Churn by Anticipating Client Needs
• Actively work to maintain a low churn rate by staying attuned to client sentiment, anticipating potential issues, and addressing concerns before they escalate.
• Follow the established meeting calendar to ensure regular touchpoints with clients and build trust through consistent communication.
• Celebrate Wins and Cultivate Loyalty & Referrals
• Recognize performance improvements or milestones by sending thoughtful notes or small tokens of appreciation. Use these moments to strengthen relationships and identify opportunities for referrals or endorsements.
• Ensure Timely Delivery and Clarity of Client Reports
• Follow up to confirm that clients receive their monthly Revenue Management and Listing IQ reports (prepared by their respective teams). Address client questions about the content of these reports, or coordinate with internal teams for clarification when needed.
• Coordinate Cross-Team Issue Resolution
• Serve as the liaison between clients and internal departments—Revenue Management, Operations, Guest Services, Listing Specialist, etc.to resolve issues related to pricing, availability, listing accuracy, software, or guest experience.
• Monitor & Troubleshoot OTA Listing Issues
• Monitor and troubleshoot OTA-related issues or warnings (e.g., from Airbnb, Vrbo, Booking.com), coordinating with internal teams or addressing them directly to maintain listing health and avoid disruptions.
• Drive Portfolio Growth Within Existing Accounts
• When a client has entrusted us with only a portion of their portfolio, proactively work to expand that share by ensuring their satisfaction, showcasing our results, and making a compelling case to manage their full portfolio.
• Be a Trusted Expert Through Industry Awareness
• Stay current with Vacation Rental industry trends, OTA updates, and best practices to ensure we deliver expert-level guidance. Proactively share relevant insights with clients to help them feel supported by knowledgeable professionals at the forefront of the industry.

Account Manager – SAAS, Short Term Rental, EMEA Market