Account Manager, NORAM

About the Role

As an Account Manager, your entire directive is to optimize the FareHarbor client experience. This position is responsible for working with a portfolio of accounts in North America. This role will be a combination of addressing inbound requests to improve the online booking experience for FareHarbor partners and strategically suggesting changes to promote client success and revenue growth. We are looking for a problem solver and creative individual who can work autonomously and strategically to foster our clients' growth!

What You'll Do Here

• 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.

Requirements

• Travel to visit local clients to troubleshoot as needed, find growth opportunities, and present in-person Business Reviews
• A strong collaborator and a team player willing to go above and beyond any normal set of expectations for the success of FareHarbor
• 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

Bonus Points

• Experience in the following applications or similar: Google Analytics & Looker Studio, SEMrush, Microsoft Clarity
• Experience in the tourism or SaaS industry
• Experience in SEO optimization & Website optimization

Benefits

• Medical, dental + vision coverage
• 26 vacation days, 10 sick days & 12 paid holidays per year
• Global leave benefit
• 22 weeks paid parental leave
• 2 weeks paid grandparent leave
• Extended care and bereavement leave
• Life insurance policy
• 401k + employer matching
• Social hours & events and team-building
• Educational Opportunities
• Wellness benefits (Headspace subscription & wellness webinars)
• Work-from-home assistance
• Hybrid friendly
• Paid volunteer hours

Pay

Salary Range: $29.17/hour - $43.77/hour plus 10% bonus potential