Minimum Qualifications

• A Bachelor’s Degree or equivalent related professional experience
• 5+ years of experience in customer success, account management or operations role
• Communication: You can adapt your­­ communication style and manage difficult conversations and diffuse conflict
• Relationship Management: you understand partners and customize engagement approaches; you are able to diffuse difficult, high-pressure, or contentious situations quickly; willing and able to have direct and frank conversations with partners; 
• Partner Advocacy: you demonstrate a “partner-first” attitude and create “win-win” situations that bring value for both Hopper and our Partners; you are biased towards action by actively engaging and following up with stakeholders until issues are resolved; you represent partner perspectives at Hopper
• Planning and Quality Delivery: you prioritize and manage tasks with minimal assistance and direction; you meet all team commitments and goals and demonstrate willingness and capability to take on additional tasks
• Data-Driven Business Acumen: you use software, data, and tools to conduct analysis and derive insights; you translate data and insights into actionable improvements or growth opportunities and customize analysis and explanation of insights for each partner
• Expertise Development: you build and maintain expertise in Hopper’s product offerings & the vacation rental market
• Continuous Improvement and Agility: you are willing to learn and adopt agile principles; you look for improvement and feedback; you embrace changes and maintain work effectiveness even with changes in tasks and priorities
• Internal Collaboration: you work well with cross-functional teams

Preferred Qualifications

• Sales oriented! You love to sell new solutions and services. Up-selling and cross-selling is a nice challenge for you.
• Operationally savvy. You know how to troubleshoot complex issues, collaborate internally to find the answers and build an improved process as a result;
• Data-Driven Business Acumen: you use data and tools to conduct analysis and derive insights; you translate data and insights into actionable improvements or growth opportunities and customise analysis and explanation of insights for each partner

Responsibilities

• Communicate daily with hosts acting as their primary point of contact
• Execute effectively based on KPI metrics (targets, goals, and/or strategic objectives) set in tandem with leadership
• Establish performance goals, develop an action plan, secure commitment from hosts, drive achievement to goals
• Provide relevant data insights and superior consulting services to hosts (revenue management advice, marketplace opportunities and best practices)
• Analyze and prioritise your pipeline, and continuously find ways to optimise your portfolio management strategy
• Manage listing retention and drive existing host participation and engagement 
• Establish credibility and relevance with hosts by delivering trends, data, and market insights in an easy-to-understand manner 
• Drive content, rate, availability accuracy, and competitiveness to maximise booking conversion
• Support host retention efforts through smooth onboarding processes
• Keep abreast of key demand/supply indicators, economic data, trends and competitive information within the designated strategic market of your customers at local, national and global levels.
• Gather feedback from hosts regarding product enhancements and processes to drive efficiencies and increased revenue; Communicate this feedback internally to help drive continuous improvement.
• Create and deliver actionable insights to peers
• Represent Hopper in local markets, trade shows, and industry events to build the company’s company profile with Partners
• Attend industry events and provide insights in face-to-face forums based on business needs
• Provide ongoing input to Senior Management in developing effective and scalable solutions to improve process efficiencies

Benefits

• Well-funded and proven startup with large ambitions
• Competitive salary
• Unlimited PTO
• WeWork All Access Pass OR Work-from-home stipend
• Entrepreneurial culture where pushing limits and taking risks is everyday business
• Open communication with management and company leadership
• Small, dynamic teams = massive impact
• 100% employer-paid telemedicine, medical, dental, vision, disability and life insurance plans
• Access to a Retirement Savings Plan (CAN) or 401K (US)