Account Manager / Owner Success

Account Manager / Owner Success

1. Role Purpose

The Account Manager / Owner Success Agent is the primary point of contact and continuity for an assigned book of homeowners. This role protects owner trust and retention by executing the 33-Touch Relationship Model through structured, consistent, well-documented communication and by resolving the problems owners bring forward instead of routing them elsewhere.

Account Manager / Owner Success Agents are the connective tissue between homeowners and internal operations, revenue management, and accounting. Every owner should be able to say: “They know my property, they answer me the same day, they explain my statement clearly, and they stay ahead of issues.”

2. Position Details & Schedule

Schedule expectation: This is a six-day-per-week role. The Account Manager / Owner Success Agent works Monday through Saturday, 9:00 AM to 5:30 PM, with Sundays off. Saturday coverage is a core requirement of the position, not an occasional rotation owner and guest activity peaks on weekends, and owners expect a live response when something goes wrong at their property. Agents are expected to be logged in, reachable, and actively working their outreach plan for the full scheduled shift.

3. Core Competencies

These five competencies define success in this role. We evaluate them during hiring, onboarding, and every performance review.

Conflict Resolution

• De-escalates frustrated, disappointed, or angry owners without becoming defensive or matching their tone.
• Separates the emotion from the issue, acknowledges the owner's experience, and moves the conversation to a concrete next step.
• Delivers unwelcome news a damage cost, a policy limit, a rate decision, a declined request — clearly and without hedging.
• Knows the difference between a conflict to resolve directly and one to escalate the same business day, and does not let a conflict sit unaddressed.
• Repairs the relationship after the issue is closed, rather than treating resolution as the finish line.

Problem Solving

• Takes ownership of the outcome. The agent who receives the issue owns it until it is resolved and the owner has been told it is resolved.
• Identifies the root cause rather than treating the symptom an owner complaining about a charge often has a documentation or approval problem underneath it.
• Coordinates across operations, maintenance, inspections, accounting, and revenue management to assemble a complete answer.
• Recognizes recurring patterns across the portfolio and raises them so the process gets fixed, not just the individual case.
• Works with incomplete information and knows when to make a decision versus when to verify first.

Owner Communication

• High-volume role: 20–25 owner touches per day across phone, email, and text.
• Writes clearly and concisely in a professional, relationship-focused voice no jargon, no copy-paste responses that don't address the actual question.
• Every interaction has a clear purpose and, where applicable, a stated next step and timeline.
• Proactive by default: owners hear about issues, work orders, and property updates from us first, including work completed while guests are in the home.
• Same-business-day response is the standard, without exception.

Financial Statement Literacy & Owner Credits

• Reads an owner statement line by line and can explain every component: gross rent, channel commissions and fees, management fee, cleaning and work-order charges, taxes, and net owner payout.
• Identifies statement errors, misapplied fees, duplicate or unapproved work orders, incorrect tax lines, missing reservations, and drives the correction with accounting.
• Calculates owner credits accurately, ties every credit to a documented reason, and secures approval before anything is communicated to the owner or posted.
• Confirms the credit posted to the correct statement period and follows up with the owner in writing once it does.
• Never promises a credit, adjustment, or refund amount that has not been approved.

Monday.com Proficiency

• Monday.com is the system of record. If an owner conversation is not in Monday.com, it did not happen.
• Logs every call, email, and text the same day, with concise summarized notes and the next action scheduled.
• Maintains assigned items on the Owner Churn Board every owner concern lives there, including small ones.
• Keeps boards, statuses, owners, and due dates current so leadership can see real portfolio risk without asking for it.
• Uses Monday.com to track work orders, credits, follow-ups, and touch cadence rather than relying on memory or inbox flags.

4. Core Responsibilities

• Execute scheduled owner engagement activities aligned with the 33-Touch Relationship Model.
• Deliver professional, concise, and timely owner communication across phone, email, and text.
• Coordinate with local operations, inspections, and maintenance to provide accurate property updates.
• Contact owners regarding all work orders including those completed while guests are in the home and confirm owner approval before work is dispatched.
• Review, explain, and correct owner statements; calculate and request owner credits with full documentation.
• Maintain complete and accurate documentation in Monday.com, with zero undocumented conversations.
• Identify risks to owner satisfaction or retention, log them on the Owner Churn Board, and escalate the same business day.
• Communicate market insights, rate strategy, and performance updates using the bi-weekly briefing from revenue management.
• Ensure no pending work order, owner email, or follow-up is left without a documented next step.

5. Daily Operating Structure What is The Perfect Day?

A successful day is proactive owner engagement completed as scheduled, accurate communication delivered, every interaction documented, and zero owner follow-ups left unassigned.

Start of Day — Review & Planning

Objective: Establish priorities and ensure continuity.

• Log into RingCentral and Monday.com.
• Review the Owner Churn Board and the owner engagement tracker.
• Identify owners due for required monthly touches.
• Review notes from inspections, maintenance, turnovers, and operations.
• Check all pending work orders and owner email — no owner gets left behind.
• Prioritize owners by urgency, sentiment, performance, or service gap.

Deliverables: daily outreach plan, confirmed follow-up schedule, owners flagged for immediate attention.

Owner Relationship Outreach

Objective: Maintain consistent, personal-owner connections.

• Conduct scheduled check-in calls.
• Send personalized emails or text messages as appropriate.
• Provide clarity on non-urgent owner questions.
• Reinforce availability, support, and ownership confidence.
• Confirm a clear purpose and an actionable next step for each interaction.

Target: 20–25 owner touches per day, each logged with a concise summary note.

Property Visibility & Updates

Objective: Build owner confidence through transparency.

• Collect visual and written updates from inspections and operations.
• Review walkthrough, maintenance, and condition summaries.
• Communicate clear, factual property condition updates to owners.
• Assign and schedule follow-up actions where issues are identified.
• Leave no unresolved finding without a documented next step.

Statements, Credits & Financial Questions

Objective: Owners understand their numbers and trust them.

• Review owner statement questions the same day they arrive and respond within two business days with a full answer.
• Walk the statement line by line with the owner where needed gross rent, fees, work orders, taxes, net payout.
• Validate any disputed charge against the work order record and owner approval history before responding.
• Build the credit request in Monday.com with the amount, the reason, supporting documentation, and the statement period affected. Approval is required before you tell the owner anything.
• Confirm the credit posted correctly and close the loop with the owner in writing.

Informational & Strategic Communication

Objective: Educate owners and reduce reactive inquiries.

• Deliver market insights, rate strategy explanations, and performance updates from the bi-weekly revenue management briefing.
• Communicate seasonal trends specific to the market weather, demand shifts, and booking patterns.
• Share operational reminders and best practices when applicable.
• Tailor messaging to the owner profile and property type; keep it informative, concise, and data-supported.

End-of-Day Closeout — Non-Negotiable

Objective: Ensure continuity, accountability, and retention.

• Log all owner interactions in Monday.com.
• Schedule future touches and follow-ups.
• Confirm zero undocumented conversations.
• Move pending work orders back to pending for operations to complete.
• Escalate unresolved issues to leadership or operations.
• Prepare a clear next-day action list.

6. Weekly Checklist

• 100% of required monthly touches on pace or completed.
• No missed follow-ups.
• Monday.com documentation self-audit completed.
• Owner sentiment trends reviewed across the assigned book.
• No aging unresolved owner issues.
• All open credit requests reviewed for status and owner communication.
• Owners needing proactive outreach next week identified and scheduled.

7. Performance Standards

Failure in documentation or follow-through is treated as a performance issue regardless of owner sentiment.

8. Ownership Boundaries

9. Escalation & Accountability

• Agents escalate risk the same business day; leadership owns resolution of escalated cases.
• Leadership coaches execution gaps; agents are expected to correct the behavior immediately.
• Missed follow-ups = performance issue.
• Undocumented conversations = performance issue.
• Committing a credit or adjustment before approval = performance issue.
• Early escalation is positive behavior, not a failure.
• Proactive communication is the expectation, not a bonus.
• Repeated KPI misses trigger coaching, then a performance improvement plan, then role reassessment if unresolved.

10. Qualifications

Required

• Demonstrated experience in a high-volume client, owner, or account relationship role.
• Proven conflict resolution and de-escalation ability with financially invested clients.
• Comfort reading and explaining financial statements, invoices, or owner/vendor payout documents.
• Strong written and verbal communication; able to write a clear, professional email without templates.
• Proficiency with CRM or work-management platforms; Monday.com experience is strongly preferred.
• Availability to work Monday through Saturday.
• Camera may need to be on during meetings with owners.

Preferred

• Short-term rental, property management, or hospitality operations background.
• Experience with Streamline VRS or a comparable property management system.

11. Operating Philosophy

Owner confidence is built through consistency, clarity, and reliability. Retention is not reactive it is engineered through daily execution.

The Account Manager / Owner Success Agent is accountable for ensuring that every owner feels informed, supported, and valued every single day.