Account Manager

FareHarbor•Denver, CO

13d•Hybrid

About The Position

As an Account Manager, you work directly with FareHarbor clients to ensure they receive and maximize the full value of our platform. You will help our customers achieve business goals while driving retention and revenue growth for FareHarbor through targeted growth actions, expansion efforts, and by upselling and cross-selling our solutions. You will amplify the voice of the customer internally by driving continuous feedback into cross-functional teams on ways we can better serve our customers. This role will own a portfolio of accounts in North America and will be responsible for delivering an optimal customer experience, fostering positive customer outcomes and finding & closing additional opportunities to leverage FareHarbor products.

Requirements

A strong collaborator and a team player willing to go above and beyond any normal set of expectations for the success of FareHarbor and its clients
Exceptional communication skills - Able to communicate complex concepts effectively, strong listening skills, discovery and objection handling and calm under pressure
Routinely demonstrates FareHarbor values and commitment to the company
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
Ability to synthesize information and provide clear direction and/or examples
Comfortable suggesting changes and offering solutions to reach FareHarbor and client goals
Please note you must be authorized to work in the United States for this position.

Responsibilities

Build and maintain strong client relationships to ensure adoption and retention of the FareHarbor platform.
Identify and implement strategic opportunities for client growth across your portfolio, prioritizing high-value accounts to maximize impact and revenue.
Manage client inquiries, resolving issues to improve their online booking experience.
Oversee client + internal projects from initiation to successful completion, ensuring timely execution.
Become an expert on FareHarbor and industry trends to provide valuable insights and effectively communicate FareHarbor’s competitive advantages to clients.
Meet Key Performance Indicators (KPIs): Drive Client Growth: 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.
Quality Client Communication: Maintain 90+% SLA compliance within your portfolio by engaging clients regularly (average of 30 calls and 3+ hours of talk time per week).
Retention & Risk Mitigation : 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.