Client Success Manager

VTrips Careers•Ruidoso, NM

1d•Onsite

About The Position

VTrips, a leading name in vacation property management, invites you to join our team as a Client Success Manager. In this role, you will be the key point of contact for owners, ensuring the retention, performance, and profitability of your assigned portfolio. You will work closely with Property Care Managers to achieve objectives related to owner satisfaction and develop relationships within the local community for business development opportunities.

Requirements

Proficiency with document management, databases, and spreadsheets.
Working knowledge of Microsoft applications.
Strong organizational skills with the ability to multitask and problem-solve.
Excellent communication skills.

Responsibilities

Review QC walks with Property Care Managers and address any unit needs or concerns.
Call 10 owners using QC walk information and log conversations in the QC App.
Contact OWN and OWG arrivals for the following day.
Update property information in Track based on updates from Property Care Managers.
Contact owners regarding work exceeding contract limits.
Review previous day's work orders.
Liaise with Revenue and Marketing Managers to ensure property pacing goals are met.
Walk owner arrivals.
Respond promptly to owner calls, texts, and emails, ensuring the Sundown Rule is met.
Reach out to HOAs for updates on buildings, amenities, and projects.
Meet with visiting owners in person.
Review closed work orders and billing for accuracy.
Ensure timely completion of COP/GOP process.
Meet with Property Managers to review portfolio action items and needs.
Review QC walks from Property Care Managers, focusing on recommended repairs and owner denials.
Meet with the Director of Client Success to discuss portfolio opportunities and challenges, and create action plans.
Collaborate with colleagues in support positions (Accounting, Marketing, Guest Services, and Revenue) to maintain shared information and process updates.
Participate in development workshops with the Director of Client Success and Property Care Manager.
Review monthly owner statements for accuracy.
Review active inventory for top-grade opportunities.
Ensure owner contracts are complete, valid, and up-to-date.
Manage communications with owners regarding inclement weather and natural disasters.
Recommend annual preventative maintenance not included in the Rental Management Agreement.
Perform other tasks as assigned by the supervisor.