Homeowner Success Manager
At Evolve we’re a hardworking team serious about hospitality. Our teams work every day to make vacation rental easy for everyone — from our owners who trust Evolve to build their business to our guests who rest easy with every stay to our Evolvers who make this difference a reality. Our values anchor our daily decisions and interactions with our customers, communities, and each other. Join our inclusive culture in one of the most rapidly-growing segments in travel. Find your home at Evolve.
Why this role
This team focuses on providing consultation to Evolve Homeowners through a 5-star consultative customer service approach. As a Homeowner Success Manager, you will serve as an expert consultant to Homeowners and provide guidance for optimizing listing-level performance drivers and achieving the Homeowners goals. Homeowner Success Managers will use their market and regional knowledge to partner with and guide our owners to make changes that will optimize their property performance. This team at Evolve will work closely with stakeholders across the organization to drive listing performance and promote Homeowner durability.
What you’ll do
- Act as an in-bound contact for Homeowner clients who have concerns and questions regarding their home’s listing performance
- Provide guidance to Homeowners asking questions prompted from Evolve’s proactive performance outreach campaigns
- Analyze listing booking performance and market trend data using Evolve’s data platform, Salesforce, and Excel to consult with Homeowners
- Partner with assigned regional groups to educate Homeowners on Evolve rate strategies, industry trends, and any relevant booking performance data.
- Meet and exceed response time SLAs and additional KPIs set forth by the Performance Leadership team.
- Provide an exceptional customer experience, using emotional intelligence and problem-solving skills to provide answers and find solutions
What makes you a great fit
- 3+ years customer service experience or 1+ year of experience driving performance
- Strong analytical skills with the ability to articulate complex ideas and strategies to homeowners to gain alignment and grow partnership/trust
- Ability to use appropriate tools to analyze revenue metrics of occupancy & rate and make recommendations
- Detail-oriented, skilled at prioritizing work, and capable of managing your time independently
- You enjoy speaking with clients and acting as an advisor on the industry’s best pricing practices
- Clear and concise communicator that is comfortable diffusing tense situations
- Ability to work either a Sunday-Thursday or Tuesday-Saturday schedule
Location
We currently are able to hire throughout the U.S except in the following states: California, District of Columbia, Hawaii, New Jersey, New Mexico and Pennsylvania. If you live in Colorado, you can work remotely anywhere in the state, at our downtown Denver office, or a hybrid of both!
Compensation
For this role compensation is based on an hourly pay rate. Our base pay range is $56,000 - $64,000 annually, based on a 40 hour work week($26.92 - $30.77/hour) depending on relevant experience.
How we reward Evolvers
Evolvers have access to highly competitive benefits and rewards that support their whole well-being so they can focus on bringing their best selves to work.
Financial
- Industry competitive pay, including equity in the company for all Evolvers
- 401(k) with a 4% match that vests immediately
Family
- 6 weeks of paid parental leave for birth and non-birth parents
- Infertility coverage
- Child care discounts and locator support
- Pet insurance to cover your furry children
Well-being
- Comprehensive health plans that include a 100% employer paid option for you and your family
- 100% employer-paid dental and vision for you and your family
- 8 free mental health visits
Unplug and Explore
- Take some time away from work with generous PTO, sick, holidays, and a personal holiday to celebrate what’s more important to YOU
- Annual Evolve travel credit after 1 year
- Discounts to stay at Evolve properties
Learn Every Day
- World class onboarding programs
- Learning and development opportunities
About Us: Still curious about who we are and what we do? Read more about our business and our culture at evolve.com.
EEO
At Evolve, we are committed to diversity and inclusion. As an equal opportunity employer, all qualified candidates will be considered for employment without regard to race, color, creed, religion, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, national origin, ancestry, citizenship status, military service or veteran status, physical or mental disability, or any other legally protected characteristic. Evolve participates in e-Verify for all positions.
If you have a disability or special need that requires accommodation at any point in the job application and interview process, please email [email protected].