Manager of Enterprise Account Management

About FareHarbor

At FareHarbor, our mission is to make experiences better for everyone. Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, FareHarbor creates powerful tools that enable our clients (think boat rentals, museums, food tours, events and more!) to operate and grow.

With over 20,000 clients across 90+ countries—we’re the largest in our industry and shaping the future of travel, together.

Our team is an ‘Ohana of 700+ people around the world. We’re passionate about pioneering an industry, embracing challenges with open arms, and delivering value to the experiences industry.

FareHarbor Core Values:

• Think Client First
• We Are One ‘Ohana
• Be Curious and Learn
• Own It
• Act With Integrity
• Embrace the Challenge

Why FareHarbor?

Founding FareHarbor required unwavering passion. Turning a start-up into the world’s leading and largest reservation software for tours, activities, and attractions required relentless dedication and vision. To date, we’ve helped over 20,000 global businesses operate successfully and are proud to have played a role in enabling business owners to live their dreams.

And since day one, we’ve known that our real success lies in our people—the Ohana.

With each new feature launched and new client onboarded, there is a team of incredible people behind the scenes who are full of dedication, passion, energy, and the will to succeed. We encourage everyone to bring their whole selves to  work—to  believe in their abilities, to freely express their creativity, and to contribute with their own uniqueness by wearing their true colors. We take care of one another and always prioritize health and wellbeing. We give our people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the box, to make mistakes, and even to fail. And then we come together to try again.

From the minute you join, you have a voice. You find your space. You make an impact. We celebrate our victories, shout our successes, and are always eager to tackle new challenges. And we can’t wait to see all that’s to come.

About the Role

The Manager of Enterprise Account Management is a pivotal leadership position, responsible for driving success across our most valuable partnerships—our Enterprise Accounts. Are you a leader who thrives on driving significant impact?

As a Manager of Enterprise Account Management, you'll lead a team that manages our most lucrative and strategic partnerships. This isn't just a leadership role; it's an opportunity to architect the future of our business with ENT accounts that make up a large part of FH's revenue.

This role is more than account management—it's about shaping how industry leaders experience FareHarbor. You'll empower a high-caliber team of Enterprise Account Managers to provide white-glove service that fuels explosive growth, turning clients into FareHarbor advocates and long-term partners. 

We are looking for a force-multiplier who wants to be at the helm of a high-performing team; You'll be the strategic business partner to industry leaders, responsible for identifying untapped opportunities and crafting innovative solutions that drive mutual success. Your expertise and leadership will directly impact FareHarbor's trajectory while building lasting relationships with some of the biggest names/brands in the experiences, tours, activities, travel, and attractions verticals.

If you're energized by driving large-scale impact, building high-performing teams, and transforming client relationships into genuine partnerships, this opportunity offers the perfect platform to showcase your talents and make your mark! Are you ready to make a tangible difference? Join us in shaping the future of both FareHarbor and the industry at large.

What you'll do here: 

People Management:

• Coach, mentor, develop, and manage a team of 5-8 AMs as they grow and oversee varied portfolios of enterprise clients.
• Work with direct reports to identify and define individual goals and motivators, ensuring alignment with departmental objectives.
• Set performance objectives, track progress, and implement strategies to exceed revenue retention and expansion goals.
• Provide routine analytical and anecdotal performance feedback, recognizing excellence and addressing performance gaps where necessary.
• Foster a high-quality, motivating work environment that encourages continuous development and engagement.
• Proactively request and act on feedback from direct reports to improve management strategies and team performance.
• Address and resolve employee relations concerns, ensuring a supportive and transparent work culture.
• Support the training and onboarding of new hires in coordination with Team Leads and/or AM Training Coordinator.

Operational Excellence & Cross-Functional Leadership:

• Monitor team workflow for operational accuracy, efficiency, and improvements, identifying opportunities for account growth.
• Allocate use of available resources and delegate responsibilities effectively to prioritize key projects and initiatives.
• Collaborate with cross- and inter-departmental management to identify process and project inefficiencies, solve problems, and create a more cohesive work environment.
• Maintain a deep understanding of industry trends, competitor positioning, and FareHarbor’s evolving product suite to provide strategic insights.
• Lead initiatives that refine internal workflows, increase operational efficiencies, and enhance the overall impact of the Enterprise AM team.

Strategic Client Engagement & Revenue Growth:

• Ensure top-tier Enterprise clients receive proactive account management, tailored solutions, and strategic support to maximize their long-term success.
• Maintain deep knowledge of top-performing clients within your team’s portfolio, identifying growth opportunities and mitigating risks.
• Directly communicate with clients and solve problems for accounts at risk of churn due to escalation, functionality, or client service issues.
• Develop strategies for revenue expansion, contract renewals, and upselling to high-value clients.
• Aid in the retention of the entire Enterprise book of business, weighing in on and monitoring global accounts as needed.

Communication & Stakeholder Management:

• Collaborate with cross- and inter-departmental management to identify process/project inefficiencies, solve problems and to create a more cohesive environment.
• Serve as a key liaison between Enterprise AMs, leadership, and internal stakeholders, ensuring alignment on priorities and initiatives.
• Communicate project progress, resource needs, risks, and blockers to appropriate stakeholders with transparency and clarity.
• Maintain ongoing communication with the team regarding company objectives, project updates, performance expectations, and departmental strategies.
• Effectively tailor communication for diverse stakeholders, including senior leadership, cross-functional teams, and external clients.
• Maintain appropriate and transparent communication to team on company objectives, project updates, project expectations, expectations, etc.

Requirements: 

What You Bring

• Previous experience as an Account Manager and experience within Account Management leadership; preferably with Enterprise clients in a B2B SaaS or technology-driven environment
• 3 years in a people management role
• Technical aptitude and ability to learn software programs, including CRM & SaaS tools.
• High attention to detail and accuracy in work output.
• Strong ability to anticipate second- and third-order effects of decisions, thinking strategically about long-term outcomes.
• In-depth understanding of Customer Success best practices and the ability to apply them effectively at scale.
• Advanced analytical skills and the ability to solve problems autonomously without needing constant guidance.
• Ability to multitask and prioritize in a rapidly changing environment while ensuring efficiency and client success.
• Excellent verbal, written, and presentation communication skills.
• Innovative, motivated, confident, organized, and a high-energy team player.
• Strong communication skills with the ability to tailor delivery across a wide variety of stakeholders.
• Ability to take existing processes and improve the workflow to increase team-wide (dept-wide) efficiencies. 
• Demonstrated experience leading projects to completion with limited direction.
• Prior experience mentoring, coaching, and managing others; direct people management experience preferred.

Why Join Us?

• Lead one of the most commercially impactful teams at FareHarbor, shaping the success of our highest-value clients globally as well as our organization.
• Work in a fast-paced, collaborative environment where your contributions directly drive company growth and client success.
• Join a passionate team dedicated to providing world-class service, building long-term partnerships, and driving business innovation.
• Competitive compensation, professional development opportunities, and the chance to make a meaningful impact within a leading industry player.

We’re looking for a leader who genuinely cares about driving client success at scale, mentoring top talent, and shaping the future of Enterprise Account Management & the Enterprise Client Experience here at FareHarbor. If you’re a force-multiplier, ready to lead a high-impact team and play a strategic role in the success of our largest partners and our business—››› we’d love to hear from you!

Salary Range: $97,440-$146,160, plus 15% bonus potential

Application Deadline: May 14th, 2025

Please note you must be authorized to work in the United States for this position.

FareHarbor is committed to creating a diverse environment, and we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, age, or veteran status. We welcome talent that can offer us new insights and perspectives on challenges that we face, and we take measures to eliminate unconscious bias throughout the interview and hiring process. In tandem, we work to cultivate an inclusive culture in which all of our employees can be their authentic selves.

To learn more about how we use your information, see our Privacy Statement for Applicants. By submitting your application, you confirm that you understand and agree that your information will be processed in accordance with our Privacy Statement for Applicants.

Any offer of work (e.g. employment, assignment) will be subjected to the successful completion of pre-employment screening.