Manager, Enterprise Account Management
FareHarbor · Denver, CO · 1 mo ago
OTHRFull-time
We need to output HTML fragment with sections: About the role? Actually we have "About The Role" heading. We need to use for section headings. We should not repeat job title as heading. We need sections: About the role, Responsibilities (maybe "What You’ll Do Here"), Requirements, Benefits, Pay (Salary Range), maybe Schedule? Not present. Also maybe "About FareHarbor" is company description; but we should not include boilerplate? The instruction: "Prefer a few substantive sections over many thin ones." We need to include sections only when posting has real, specific content. The posting includes: About FareHarbor (company overview), About The Role, What You’ll Do Here (responsibilities), Requirements, Benefits, Salary Range. Also maybe "Why FareHarbor?" but that's fluff; could be omitted as boilerplate? It's not required but could be considered part of company description. However we should preserve all substantive information; we can include a section "About FareHarbor" as it's substantive about company. But the instruction says "Prefer a few substantive sections over many thin ones." Could combine company overview into a paragraph under maybe "About FareHarbor". That's okay.
We need to use
for section headings. We should not repeat job title as heading. We need sections: About the role, Responsibilities (maybe "What You’ll Do Here"), Requirements, Benefits, Pay (Salary Range), maybe Schedule? Not present. Also maybe "About FareHarbor" is company description; but we should not include boilerplate? The instruction: "Prefer a few substantive sections over many thin ones." We need to include sections only when posting has real, specific content. The posting includes: About FareHarbor (company overview), About The Role, What You’ll Do Here (responsibilities), Requirements, Benefits, Salary Range. Also maybe "Why FareHarbor?" but that's fluff; could be omitted as boilerplate? It's not required but could be considered part of company description. However we should preserve all substantive information; we can include a section "About FareHarbor" as it's substantive about company. But the instruction says "Prefer a few substantive sections over many thin ones." Could combine company overview into a paragraph under maybe "About FareHarbor". That's okay.
We need to use for section headings. Use - for any list of duties/requirements/benefits. Use
for prose.
We must not include cookie/navigation/legal/EEO etc. So remove equal opportunity boilerplate, privacy statement, etc. Also remove "Please note you must be authorized to work in the United States for this position." That's maybe a requirement? It's a eligibility requirement; could be included in Requirements? It's a condition; but it's not a responsibility. Might be considered minor metadata; we could fold into a short
or drop. Probably drop as it's not substantive? But it's a requirement: must be authorized to work in US. Could include in Requirements as a bullet.
We need to preserve ALL substantive information; do not invent or summarize away detail. So we must keep the salary range, bonus potential, benefits list, etc.
We need to avoid creating Pay/Schedule/Benefits sections unless posting actually states them. It does state Benefits and Salary Range. So we include Benefits and Pay sections.
Schedule not present, so omit.
We need to ensure we don't create empty sections.
Now structure:
About FareHarbor
...
About the Role
...
Responsibilities
- ...
...
But we have "What You’ll Do Here" which includes People Leadership..., Enterprise Client Strategy..., Service Level..., Cross-Functional Leadership... We can treat that as responsibilities.
We could also have a separate "People Leadership and Team Performance" etc but that's too thin. Better to combine under Responsibilities.
We need to preserve all details; we can break into bullet points for each major duty.
Let's extract bullet points:
People Leadership and Team Performance:
- Lead, coach, and develop a team of 7–10 Enterprise Account Managers managing FareHarbor’s largest client relationships.
- Set clear performance expectations and create accountability around retention, client engagement, Service Level Card completion, revenue growth, and operational excellence.
- Hold regular one-on-ones, team meetings, and performance conversations; recognize strong performance and address gaps directly and constructively.
- Support individual development through coaching, feedback, career planning, and targeted skill-building.
- Partner with the AM Training team to onboard, train, and ramp new hires successfully.
- Build an inclusive, high-trust team environment that values urgency, ownership, collaboration, and continuous improvement.
Enterprise Client Strategy, Retention & Growth:
- Maintain a strong working knowledge of the largest and highest-risk clients in the team’s portfolio, including their goals, business model, product usage, engagement level, and renewal outlook.
- Ensure Account Managers deliver proactive and strategic recommendations that improve client retention and strengthen long-term partnerships.
- Lead and support escalation management, client saves, contract renewals, and executive-level conversations when needed.
- Identify opportunities to grow client value through FareHarbor products and features, including relevant commercial, operational, and distribution solutions.
- Help the team turn client feedback into actionable product requests, clearly articulating the business impact and partnering with Product, Support, Sales, Connectivity, and other internal teams to pursue solutions.
- Monitor client health and engagement signals, intervening early when accounts show signs of disengagement, dissatisfaction, or churn risk.
Service Level And Operational Excellence:
- Ensure the team consistently meets Enterprise Service Level Card expectations, including the appropriate cadence of business reviews, strategic outreach, onsite engagement, follow-up, and account documentation.
- Review team workflow, portfolio coverage, and quality of execution to identify risks, bottlenecks, and opportunities to improve consistency.
- Use data, account insights, and manager judgment to prioritize the team’s time toward the clients and initiatives with the highest impact.
- Establish clear operating rhythms for upsells, risk reviews, account planning, client engagement, and monthly business reporting.
- Lead initiatives that improve Enterprise AM processes, increase team efficiency, and strengthen the Enterprise client experience.
Cross-Functional Leadership And Communication:
- Serve as a key liaison between Enterprise Account Management, senior leadership, and cross-functional partners.
- Partner closely with Product, Support, Sales, Marketing, Legal, Finance, Connectivity, and Operations to resolve client issues and advance strategic opportunities.
- Communicate priorities, client themes, risks, progress, and resource needs clearly and transparently to relevant stakeholders.
- Maintain a strong understanding of FareHarbor’s product suite, industry trends, and competitive landscape to guide client and team strategy.
Now Requirements bullet list:
- Ideally 5+ years of Account Management or equivalent client facing experience, with 3+ years in a people leadership or mentorship role, preferably in a SaaS or tech-enabled environment.
- Experience managing Enterprise or other complex, high-value B2B client relationships, ideally in SaaS, technology, travel, hospitality, or a related industry.
- A demonstrated track record of improving retention, growing accounts, managing renewals, and navigating complex client escalations.
- Strong business judgment and the ability to balance short-term client needs with long-term commercial and operational outcomes.
- Experience using client health, engagement, revenue, and operational data to prioritize work and guide team performance.
- Ability to develop strategic account plans and translate client feedback into clear, actionable product or process recommendations.
- Excellent verbal, written, and presentation communication skills, with the ability to tailor messages for clients, direct reports, senior leaders, and cross-functional partners.
- High attention to detail, strong organization, and the ability to manage multiple priorities in a fast-paced environment.
- Technical aptitude and comfort learning CRM, SaaS, reporting, and productivity tools.
- A proactive, collaborative leadership style with high standards for accountability, follow-through, and client experience.
- Must be authorized to work in the United States.
Benefits bullet list:
- 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: $100,850-$151,276, plus 15% bonus potential
We could put Pay section with containing that.
Now we need to output only HTML fragment, no markdown fences.
Let's craft.
We need to ensure we don't include any extra text outside HTML.
Let's produce:
About FareHarbor
Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, FareHarbor creates powerful tools that enable clients (such as boat rentals, museums, food tours, events and more) to operate and grow. With over 20,000 clients across 90+ countries, FareHarbor is the largest in its industry and shaping the future of travel. The team is an ‘Ohana of 1,000+ people worldwide, pioneering the industry, embracing challenges, and delivering value to the experiences industry.
About the Role
The Manager, Enterprise Account Management leads a team of 7–10 Enterprise Account Managers responsible for FareHarbor’s largest and most strategic client partnerships. This leader is accountable for building a high‑performing team that delivers proactive, thoughtful, and consistent account management to complex Enterprise clients across tours, activities, travel, and attractions. The role combines people leadership, client strategy, and commercial ownership, helping the team retain and grow high‑value relationships, ensure clients receive the right level of engagement, meet Service Level Card expectations, and have clear strategies for renewals, risk mitigation, and expansion. The manager also surfaces client needs and partners cross‑functionally to advance new products, features, and solutions that create meaningful value for Enterprise operators.
Responsibilities
- Lead, coach, and develop a team of 7–10 Enterprise Account Managers managing FareHarbor’s largest client relationships.
- Set clear performance expectations and create accountability around retention, client engagement, Service Level Card completion, revenue growth, and operational excellence.
- Hold regular one‑on‑ones, team meetings, and performance conversations; recognize strong performance and address gaps directly and constructively.
- Support individual development through coaching, feedback, career planning, and targeted skill‑building.
- Partner with the AM Training team to onboard, train, and ramp new hires successfully.
- Build an inclusive, high‑trust team environment that values urgency, ownership, collaboration, and continuous improvement.
- Maintain a strong working knowledge of the largest and highest‑risk clients in the team’s portfolio, including their goals, business model, product usage, engagement level, and renewal outlook.
- Ensure Account Managers deliver proactive and strategic recommendations that improve client retention and strengthen long‑term partnerships.
- Lead and support escalation management, client saves, contract renewals, and executive‑level conversations when needed.
- Identify opportunities to grow client value through FareHarbor products and features, including relevant commercial, operational, and distribution solutions.
- Help the team turn client feedback into actionable product requests, clearly articulating the business impact and partnering with Product, Support, Sales, Connectivity, and other internal teams to pursue solutions.
- Monitor client health and engagement signals, intervening early when accounts show signs of disengagement, dissatisfaction, or churn risk.
- Ensure the team consistently meets Enterprise Service Level Card expectations, including the appropriate cadence of business reviews, strategic outreach, onsite engagement, follow‑up, and account documentation.
- Review team workflow, portfolio coverage, and quality of execution to identify risks, bottlenecks, and opportunities to improve consistency.
- Use data, account insights, and manager judgment to prioritize the team’s time toward the clients and initiatives with the highest impact.
- Establish clear operating rhythms for upsells, risk reviews, account planning, client engagement, and monthly business reporting.
- Lead initiatives that improve Enterprise AM processes, increase team efficiency, and strengthen the Enterprise client experience.
- Serve as a key liaison between Enterprise Account Management, senior leadership, and cross‑functional partners.
- Partner closely with Product, Support, Sales, Marketing, Legal, Finance, Connectivity, and Operations to resolve client issues and advance strategic opportunities.
- Communicate priorities, client themes, risks, progress, and resource needs clearly and transparently to relevant stakeholders.
- Maintain a strong understanding of FareHarbor’s product suite, industry trends, and competitive landscape to guide client and team strategy.
- for any list of duties/requirements/benefits. Use
for prose. We must not include cookie/navigation/legal/EEO etc. So remove equal opportunity boilerplate, privacy statement, etc. Also remove "Please note you must be authorized to work in the United States for this position." That's maybe a requirement? It's a eligibility requirement; could be included in Requirements? It's a condition; but it's not a responsibility. Might be considered minor metadata; we could fold into a short
or drop. Probably drop as it's not substantive? But it's a requirement: must be authorized to work in US. Could include in Requirements as a bullet. We need to preserve ALL substantive information; do not invent or summarize away detail. So we must keep the salary range, bonus potential, benefits list, etc. We need to avoid creating Pay/Schedule/Benefits sections unless posting actually states them. It does state Benefits and Salary Range. So we include Benefits and Pay sections. Schedule not present, so omit. We need to ensure we don't create empty sections. Now structure:
About FareHarbor
...
About the Role
...
Responsibilities
- ... ...
containing that. Now we need to output only HTML fragment, no markdown fences. Let's craft. We need to ensure we don't include any extra text outside HTML. Let's produce:
About FareHarbor
Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, FareHarbor creates powerful tools that enable clients (such as boat rentals, museums, food tours, events and more) to operate and grow. With over 20,000 clients across 90+ countries, FareHarbor is the largest in its industry and shaping the future of travel. The team is an ‘Ohana of 1,000+ people worldwide, pioneering the industry, embracing challenges, and delivering value to the experiences industry.
About the Role
The Manager, Enterprise Account Management leads a team of 7–10 Enterprise Account Managers responsible for FareHarbor’s largest and most strategic client partnerships. This leader is accountable for building a high‑performing team that delivers proactive, thoughtful, and consistent account management to complex Enterprise clients across tours, activities, travel, and attractions. The role combines people leadership, client strategy, and commercial ownership, helping the team retain and grow high‑value relationships, ensure clients receive the right level of engagement, meet Service Level Card expectations, and have clear strategies for renewals, risk mitigation, and expansion. The manager also surfaces client needs and partners cross‑functionally to advance new products, features, and solutions that create meaningful value for Enterprise operators.
Responsibilities
- Lead, coach, and develop a team of 7–10 Enterprise Account Managers managing FareHarbor’s largest client relationships.
- Set clear performance expectations and create accountability around retention, client engagement, Service Level Card completion, revenue growth, and operational excellence.
- Hold regular one‑on‑ones, team meetings, and performance conversations; recognize strong performance and address gaps directly and constructively.
- Support individual development through coaching, feedback, career planning, and targeted skill‑building.
- Partner with the AM Training team to onboard, train, and ramp new hires successfully.
- Build an inclusive, high‑trust team environment that values urgency, ownership, collaboration, and continuous improvement.
- Maintain a strong working knowledge of the largest and highest‑risk clients in the team’s portfolio, including their goals, business model, product usage, engagement level, and renewal outlook.
- Ensure Account Managers deliver proactive and strategic recommendations that improve client retention and strengthen long‑term partnerships.
- Lead and support escalation management, client saves, contract renewals, and executive‑level conversations when needed.
- Identify opportunities to grow client value through FareHarbor products and features, including relevant commercial, operational, and distribution solutions.
- Help the team turn client feedback into actionable product requests, clearly articulating the business impact and partnering with Product, Support, Sales, Connectivity, and other internal teams to pursue solutions.
- Monitor client health and engagement signals, intervening early when accounts show signs of disengagement, dissatisfaction, or churn risk.
- Ensure the team consistently meets Enterprise Service Level Card expectations, including the appropriate cadence of business reviews, strategic outreach, onsite engagement, follow‑up, and account documentation.
- Review team workflow, portfolio coverage, and quality of execution to identify risks, bottlenecks, and opportunities to improve consistency.
- Use data, account insights, and manager judgment to prioritize the team’s time toward the clients and initiatives with the highest impact.
- Establish clear operating rhythms for upsells, risk reviews, account planning, client engagement, and monthly business reporting.
- Lead initiatives that improve Enterprise AM processes, increase team efficiency, and strengthen the Enterprise client experience.
- Serve as a key liaison between Enterprise Account Management, senior leadership, and cross‑functional partners.
- Partner closely with Product, Support, Sales, Marketing, Legal, Finance, Connectivity, and Operations to resolve client issues and advance strategic opportunities.
- Communicate priorities, client themes, risks, progress, and resource needs clearly and transparently to relevant stakeholders.
- Maintain a strong understanding of FareHarbor’s product suite, industry trends, and competitive landscape to guide client and team strategy.