Now Hiring - Director of Client Success in Gatlinburg, TN

Director of Client Success

This role will oversee Client Success Team to positively impact the services we provide for our guests and owners. This role will need to build and sustain good working relationships with Current and new owners as well as audit Owner Upgrade Requests and Owner Credits. This role will work with CSM and other departments to ensure we are meeting Southern Standards as well as achieving objectives for performance and profitability. This role will require administrative duties such as scheduling, analyzing P&Ls and budgeting. Frequent travel will be required through all regions.

Essential Functions:

• Problem solve with CSM team on challenges that they face. Make direct contact with owners that complete Owner Surveys. Assist CSM in handling escalated concerns with owners
• Converse with Director of Operations and support regarding processes and policies
• Act as a reference to Operations team to assist in decision making
• Meet with supervisor to discuss challenges being faced in CSM meetings
• Provide templates for owner engagement
• Audit Upgrade Requests and QC Walks from previous week and document recommendations/concerns
• Weekly calls/meetings with CSM Team
• Call new COP owners 24 hours after CSM contact to introduce yourself
• Perform Exit interviews with GOP owners and communicate responses to C-level staff
• Spot check owner statements and approve owner credits
• Monthly meetings with CSM team
• Review P&L’s to ensure we are in line with desired budget
• Top grade active units/owners
• Review annual P&L for properties to identify key issues & successes as well as ensure we meet Southern Standards
• Perform projects to include items such as research & development, company rollout oversight, etc.
• Any other tasks as assigned by supervisor

Physical/Mental/Environmental Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands: Sitting – 15% Walking/Standing – 85%. Required to stoop, bend, stretch, twist, and reach. Regularly lift 35 lbs. and occasionally up to 50 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 ability to adjust focus.

Mental Demands: Organize and multi-task.

Environmental: Exposure to and working with household chemicals. Moderate to heavy noise level when equipment is operating.

Position Type and Expected Hours of Work

Full-time position. Varies based upon business needs. Must be able to work between Sunday and Saturday, be available 24/7 via phone and ability to work holidays. May need to work over 40 hours in any given week, based on workload.

Requirements

Reliable transportation (Ability to get to and from work)

Work Authorization/Security Clearance

Must be eligible to work in the United States. Must pass a background screening.

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.

Qualifications and Experience:

• Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses
• Strong interpersonal skills, ability to communicate and manage well at all levels of the organization
• Ability to travel for position up to 100% daily
• Five years experience in property management with supervisor experience preferred
• Bachelor’s degree in Hospitality Management, Business Administration, Business Management or related field preferred