Account Manager
Individual Hosts, Remote
Posted on 1/31/2023
Remote • United States
Experience Level
Desired Skills
  • 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
  • Hopper sold around $4 billion in travel and travel fintech in 2022, up nearly 3X over 2021. In 2022, Hopper increased its revenue 2.5X year-over year
  • The company's bespoke fintech products, such as Flight Disruption Guarantee and Price Freeze, now represent 30-40% of Hopper's total app revenue
  • Given the success of its fintech products, Hopper launched a B2B initiative called Hopper Cloud in late 2021. Through this partnership program, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper's fintech or travel inventory. As its first Hopper Cloud partnership
  • Hopper partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders
  • Recognized as one of the world's most innovative companies by Fast Company four years in a row, Hopper has been downloaded over 80 million times and continues to have millions of new installs each month
  • Hopper has raised over $700 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. Hopper is primed to continue its acceleration as the world's fastest-growing mobile-first travel marketplace
  • 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
Desired 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

1,001-5,000 employees

Travel recommendations app
Company Overview
Hopper is on a mission to become the world’s best — and most fun — place to book travel. By leveraging massive amounts of data, advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to help customers spend less and travel better.
  • Competitive salary
  • Stock options
  • Unlimited PTO
  • WeWork All Access Pass OR Work-from-home stipend
  • Open communication with management
  • Small, dynamic teams = massive impact
  • Medical, dental, vision, disability & life insurance plans
  • 401k
Company Core Values
  • Customer obsession
  • Speed & innovation
  • Lower prices
  • Grow revenue