Director of Client Success

Are you an experienced leader with a passion for ensuring exceptional service and satisfaction for property owners and guests? VTrips, a leading name in vacation property management, invites you to join our team as the Director of Client Success. This role involves overseeing the Client Success Team, building strong relationships with VTrips owners, auditing quality control processes, and collaborating with various departments to meet performance and profitability objectives.

Key Responsibilities:

Daily Responsibilities:

• Identify and contact 5 owners daily to ensure they have been contacted by the Client Success Manager (CSM). Address and resolve any issues if an owner is upset.
• Stay updated on processes and policies by conversing with Directors in Operations and Guest Services.
• Assist the Operations team in decision-making as a reference point.

Weekly Responsibilities:

• Meet with C-Level executives to discuss challenges from CSM meetings.
• Document staff concerns and provide the information to Human Resources.
• Call new COP owners within 24 hours after CSM contact to introduce yourself.
• Conduct exit interviews with GOP owners and communicate feedback to C-Level staff.
• Audit 3 QC Walks and Upgrade Requests from the previous week, documenting recommendations and concerns.
• Submit and approve Paylocity expense reports.

Monthly Responsibilities:

• Spot check and approve owner statements and credits.
• Meet with C-Level executives to discuss field challenges and develop plans of action.
• Review P&Ls to ensure budget alignment.

Ongoing Responsibilities:

• Top-grade active units and owners.
• Review annual P&Ls for properties to identify key issues and successes, ensuring compliance with VTrips standards.
• Undertake projects related to research and development, and company rollouts.
• Perform other tasks as assigned by the supervisor.

Benefits:

• Competitive salary.
• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off and holidays.
• Employee discounts on vacation rentals.
• Professional development opportunities.

AAP/EEO Statement

The Company is an Equal Opportunity Employer and fully subscribes to, as well as practices, the principles of Equal Employment Opportunity. Therefore, we do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, citizenship, marital status, sexual orientation or any other characteristic protected by law in the recruitment, selection, placement, training, compensation and promotion of our employees.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. This is a generalized position description where job duties may differ among region and location of employment.

Apply now and become a vital part of the VTrips family where your career is more than just a job - it's an adventure!

Qualifications:

• Five years of experience in property management with supervisory experience, or a bachelor's degree in Hospitality Management, Business Administration, Business Management, or a related field.
• Strong problem-solving and creative skills with the ability to make sound judgments and decisions based on accurate and timely analyses.
• Excellent interpersonal skills, with the ability to communicate and manage effectively at all levels of the organization.
• Key Performance Indicators (KPIs):
• Maintain a churn rate of less than 15%.

Physical/Mental/Environmental Demands:

• Sitting – 70%, Walking/Standing – 30%. Required to stoop, bend, stretch, twist, and reach. Regularly lift up to 25 lbs. Must be able to talk or hear. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.