Client Success Manager, Pass the Keys

£29-32k

+ Bonus scheme available after passing probation

Mid level

London

Some travel required

3 days a week in office

Short-term property rental management platform

Job no longer available

Short-term property rental management platform

101-200 employees

PropertyB2BRentingSales

Job no longer available

£29-32k

+ Bonus scheme available after passing probation

Mid level

London

Some travel required

3 days a week in office

101-200 employees

PropertyB2BRentingSales

Company mission

To create a global community of successful property managers who dominate their markets by delivering exceptional services for hosts and guests.

Job

Company

Role

Who you are

Self-driven, performance-orientated & outstanding organisational skills
Customer service experience 3 years +
Knowledge of Google G Suite & Sheets
Excellent English written and spoken communication skills
Local knowledge is required
Experience hosting or staying at Airbnb or Booking.com properties is a plus
Availability to work flexible hours to meet business needs
Hybrid working scheme - 3 days in the London office plus 2 days at home
Flexible to work hours to meet business needs, and based on team rota structure
Availability to travel within London to visit our properties for viewings and upkeep requirements

What the job involves

We are looking for a proactive, self driven, customer focused individual to support our growing portfolio within London
Using Pass the Keys internally developed technology, integrated CRM tools, and external booking platforms, the role includes client relationship management, listing and operational support, commercial and revenue driven decision making
Manage our relationships with hosts, providing them with world-class customer service to ensure maximised use of our services, and long-term retention
Manage day-to-day communications with providers and hosts, provide proactive solutions and solve issues while coordinating work with the City Manager
Set expectations with our clients as to what is operationally possible and actively work to retain them within the portfolio
Gather quantitative and qualitative insights that can drive product improvements
Improve processes and contribute to the team’s vision and strategy as well as the overall company growth
Execute and communicate proactive account management with clients to maximise revenue for customers and the business
Complete frequent portfolio reviews to add value to listings, and actively support and guide clients on guest & provider feedback to support end user experience
Efficiently onboard new clients signed up by the City Manager and provide them with an outstanding customer experience
On site support by inspecting of properties, and driving them towards success
Ensure all Pass the Keys standard operating procedures are adhered to within daily practice, and we efficiently communicate to clients, when required, any business developments

Salary benchmarks

Our take

Hosting a property for short-term rental presents an excellent way for property owners to capitalise on vacant properties, but managing multiple listings can be difficult. Hosts must take care of property cleaning, customer service, check-ins, and listing management, generally depending on hiring workers local to each property in order to manage operations remotely.

Pass The Keys provides a short-term property rental management platform, allowing property owners to list and manage properties across 20 different marketplaces including Airbnb and Booking.com. The company also connects hosts with the workers and resources needed to ensure properties are cleaned and maintained to meet quality standards, whilst also managing all guest communications.

The stresses of hiring staff, managing properties, and communicating with customers can often stop short-term property rentals from being worthwhile despite its lucrative nature, and Pass The Keys has recognised that an all-in-one management platform would solve this problem. By isolating the complications of property management from owners, the company claims it can increase accessibility to the short-term rental market whilst helping businesses to scale portfolios with ease.