Senior Director of Account Management, FareHarbor
NORAM
$160-220k
Plus 25% bonus potential
More information about location
Booking solutions for tour operators
Open for applications
Booking solutions for tour operators
501-1000 employees
Open for applications
$160-220k
Plus 25% bonus potential
More information about location
501-1000 employees
Company mission
To make experiences better for everyone.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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+
- 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
- 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
- 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
Our take
Most holidaygoers in the US prefer to book their activities and experiences online - but when it comes to local operators, this isn’t always possible. FareHarbor has been developing software to help digitize the booking process for these smaller businesses, and over a decade, has brought more than 5,000 of them onto the books.
Along the way, FareHarbor also built up some strong momentum in the reservation management and distribution areas of the sector, which drove up the company’s valuation - making it a prime candidate for acquisition. Whilst TripAdvisor reportedly made multiple bids, FareHarbor ultimately went to Booking Holdings, the US’ largest vendor of tour company booking software.
This puts FareHarbor in a strong position. Booking Holdings is acquiring companies at a steep rate (ten in the last ten years), and good ones too - Kayak and Venga number among them. This will help FareHarbor with customer acquisition, and insulate it somewhat from any wobbles in the hospitality sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (1 round)
May 2015
$0.2m
SEED
Total funding: $0.2m
Company HQ
Grachtengordel-Zuid, Amsterdam, Netherlands
Leadership
Matt Broten
(Software Engineer)Worked in various Software Engineering roles at Minnesota Supercomputing Institute, University of Minnesota, Open Systems International, Instant Automatic, and Artery- which they also co-founded.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 14 more jobs at FareHarbor