Homeowner Success Manager, Vilano Beach

Portoro is a branded, tech-enabled property management company for premium vacation rental homes in top-tier leisure destinations . Portoro curates a select network of large, premium vacation homes that provide guests with more consistency in quality and service, yet more diversity in experiences. We are raising the bar for the $100+ billion growing STR industry. What we are looking for

• Portoro is seeking a Homeowner Success Manager to assist with managing the relationships between Portoro and the homeowners in our portfolio. This role requires excellent communication, extreme diligence, and perfect attention to detail. Culturally, this individual will be obsessed with hospitality for guests, homeowners, vendors, and fellow team members. We are looking for someone who is naturally positive and self-motivated. The Homeowner Success Manager is responsible for maintaining a positive relationship with the owners, communicating regularly on items pertaining to their home from maintenance, guests, revenue, accounting, marketing and anything other items that may come up during their lifespan. The Homeowner Success Manager is responsible for churn and overall owner satisfaction.
  
  
  

Responsibilities

• Review and resolve customer complaints and concerns and seek to improve all aspects of the customer experience with the company
• Full understanding of owner contracts, terms, renewal dates and licensing to remain compliant with contract and local permitting
• Manage the owner communications for onboarding including initial discovery call to go live.
• Work with onboarding stakeholders to ensure effective and efficient communication between owner, homeowner success manager and other involved departments
• Assist in creating training courses and educational materials for owner success team and overall company use
• Maintain a detailed understanding of and assist customers with questions and suggestions regarding Operations, Revenue Management, Accounting, Guest Experience and Marketing
• Optimize existing processes within the company and actively enhance all Customer Success initiatives
• This is not an exhaustive list - other responsibilities may exist as required by company stakeholders
  
  
  

Qualifications

• 3+ years of hospitality, property management, or customer-facing experience
• Comfortable working in a startup environment with the empowerment to make decisions
• Excellent communication skills, both written and verbal
• Ability to travel for ad hoc onsite owner events/meetings
• Strong problem-solving and conflict-resolution skills
• Legal right to work in the United States
• Weekend and holiday availability required
• Schedule needs to be flexible based on business needs
• Positive and proactive attitude, with a strong focus on relationship management
  
  
  

Benefits: Dental insurance Flexible schedule Health insurance On-the-job training Paid time off Professional development assistance Vision insurance Work Location: remote with some travel/onsite owner visits