Director of Account Management, NORAM

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

We are seeking an inspiring and strategic Director of Account Management to champion our continued evolution to a high-performing, results-driven account management team. In this transformative role, you will lead an organization of ~70 FTEs, crafting a culture which delivers exceptional client experiences with targeted growth strategies resulting in long-term partnerships and consistent year-over-year net revenue retention.

What you’ll do here:

• Leadership & Accountability:
  • Lead, mentor, and scale a high-performing data-driven account management organization. Foster a culture of accountability, collaboration, and client-centricity.  
  • Establish and implement long-term strategy, ensuring alignment with overall company objectives to drive NRR increases through various growth and retention efforts.
  • Partner with senior cross-functional leadership to develop and refine strategies that enhance the customer journey and maximize account value.
  • Build a robust leadership pipeline within the account management function, identifying and developing high-potential team members for leadership roles.
• Drive Client Growth:
  • Devise structures and processes that leverage our existing performance data to drive outsized client growth above market growth rates. Build tools and roles which identify and capitalize on growth opportunities in a client base of 15,000+
• Client Engagement & Relationship Management:
  • Oversee the development of deep, trusted relationships with key clients, ensuring the team delivers consistent value and exceeds client expectations.
  • Create and maintain frameworks for effective client engagement, driving customer satisfaction, retention, and growth.
  • Provide senior-level support for key client relationships and escalations when needed.
• Revenue Growth & Transactional Selling:
  • Drive transactional selling across the account management organization, ensuring the team is enabled to pursue upsell and cross-sell opportunities, negotiate around renewals, and expand account value across our full portfolio.
  • Collaborate with the sales, marketing, and product teams to identify opportunities for account expansion and optimize customer lifetime value.
  • Ensure a proactive approach to revenue forecasting, pipeline management, and meeting/exceeding quarterly and annual targets.
• Data-Driven Approach:
  • Utilize data and metrics to assess and supplement team performance, client satisfaction, and revenue growth. Identify opportunities for continuous improvement and operational efficiency.
  • Define and leverage KPIs to gain insights and drive strategies that can influence and impact playbooks for optimal account management strategies.

Requirements:

• Experience:
• 10+ years of experience in account management, sales, or customer success in SaaS organizations, with at least 5+ years in a senior leadership role.
• Proven track record of successfully leading and transforming account management teams, preferably in a SaaS or technology-driven company.
• Strong experience in transactional selling, including upsells, cross-sells, and renewals within an account management framework.
• Ability to manage, organize and prioritize, leading effectively through the dynamics of change in an entrepreneurial environment.
• Leadership Skills:
• Demonstrated ability to lead, mentor, and scale high-performing teams.
• Experience in developing leaders and fostering a culture of growth, accountability, and results.
• Strong interpersonal skills and the ability to build relationships with senior executives and clients.
• Strategic & Analytical Thinking:
• Ability to think strategically and implement data-driven approaches to drive account management performance.
• Experience using CRM systems and other sales tools to manage pipelines, track customer data, and forecast revenue growth.
• Customer-Centric:
• Deep commitment to understanding and delivering value to customers.
• Ability to balance long-term relationship-building with a focus on immediate revenue opportunities.

Benefits 

• Medical, dental + vision coverage
• 26 vacation days, 10 sick days & 12 paid holidays per year
• Global leave benefit 
  • 22 weeks paid parental leave 
  • 2 weeks paid grandparent leave 
  • Extended care and bereavement leave
  • Life insurance policy
• 401k + employer matching
• Social hours & events and team-building 
• Educational Opportunities
• Wellness benefits (Headspace subscription & wellness webinars)   
• Work-from-home assistance
• Hybrid friendly
• Paid volunteer hours

Salary Range: $118,800-$178,200, plus 20% bonus potential 

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.

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