Account Manager

Status: Direct Hire

Job Title: Account Manager

Location: 100% Remote

Salary: $75,000 - $80,000

About the company:

They are a travel planning and booking platform for content creators. They’re a team of trail blazers–and not just because they are based in Portland, OR. They take a crawl, walk, sprint approach to everything they do and bring along the best talent to make it all happen. Their mission is to make travel easier, safer, and more accessible to all. From backpacking to Patagonia to practicing yoga on the beaches of Bali – they make it possible with 150 unique experiences in 48 countries.

When it comes to lighting the way, their team works together with full openness and transparency including their dedication to diversity and inclusion throughout their customer-base and employees. They value empathy, questioning the process, and thinking sideways to build the leading platform in group travel.

Ultimately, they care about getting it right and delivering the best possible experience for their community of travel buffs.

Account Manager:

Our client is looking for an Account Manager to join their team. You will empower our creative teachers (most of whom are small businesses, many female-led) to make the most out of the platform and to thereby (1) grow their businesses and (2) reduce their admin work, so they can spend more time doing what they love.

The team is based in NYC and Portland, Oregon. For this role, we would strongly prefer a candidate who is based in or close to their largest market, NYC, so that you’re in the right timezone and can visit teachers in-person.

Account Manager Responsibilities:

Be a trusted advisor and guide for our teachers in the US.

You’ll onboard new teachers to our marketplace and SaaS software.

You’ll answer any questions they have about using our platform.

You’ll sell them new opportunities to save time and earn more - e.g. by advising them on which new classes they should offer, how they should optimize their current class listings, how they can take advantage of our other website features, etc.

You’ll own and nurture long-term relationships with them to enable the above, via email, phone, and where appropriate, in-person.

You’ll analyze your portfolio of teachers to identify the best opportunities for upselling and improving their businesses.

Help to connect these teachers with clients representing large group bookings (e.g. corporate events, hen parties, etc.).

Collaborating closely with our customer service team to ensure that teacher-student issues are resolved effectively.

Proactively identify ways that we can improve processes related to the above responsibilities, and document them where relevant.

Where required, you will occasionally organize events (e.g. teacher meet and greets).

What success will look like in the role (main KPIs):

• You’ll help teachers use more platform features, as measured by upsell targets.
• You’ll be responsive, getting back to all teacher enquiries promptly.
• Your teachers will trust and like you, as measured by our teacher NPS surveys.

Account Manager Qualifications:

• Extroverted and warm - you are confident and love meeting new people and building relationships. This is not a role for someone who’s shy!
• Commercial acumen.
• Strong (verbal and written) communication skills.
• Organized, with good attention to detail.
• Stakeholder management skills.
• You’re able to find win-win outcomes, even in tricky situations.
• 2-4 years of account management experience.
• You’re a team player who is supportive and caring.
• You are digitally savvy with basic understanding of marketing and tech platforms (platforms such as Shopify, Wordpress, Hubspot, Mailchimp, and the like).

Nice to have:

• Consultative selling skills
• Experience working with small businesses
• Experience working in a high-growth startup
• SaaS onboarding skills
• Experience or interest in the arts and crafts space