Account Manager, NORAM

Account Manager, NORAM

Denver

At Fare Harbor, our mission is to make experiences better for everyone. Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, Fare Harbor 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.

Fare Harbor Core Values:

• Think Client First
• We Are One 'Ohana
• Be Curious and Learn
• Own It.
• Act With Integrity
• Embrace the Challenge

Why Fare Harbor?

Founding Fare Harbor 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

As an Account Manager, your entire directive is to optimize the Fare Harbor client experience. This position is responsible for working with a portfolio of accounts in North America.

This role will be a combination of addressing inbound requests to improve the online booking experience for Fare Harbor partners and strategically suggesting changes to promote client success and revenue growth. We are looking for a problem solver and creative individual who can work autonomously and strategically to foster our clients' growth!

What You'll Do Here:

• Build and maintain strong client relationships to ensure adoption and retention of the Fare Harbor platform.
• Identify and implement strategic opportunities for client growth across your portfolio, prioritizing high-value accounts to maximize impact and revenue.
• Manage client inquiries, resolving issues to improve their online booking experience.
• Oversee client + internal projects from initiation to successful completion, ensuring timely execution.
• Become an expert on Fare Harbor and industry trends to provide valuable insights and effectively communicate Fare Harbor's competitive advantages to clients.
• Meet Key Performance Indicators (KPIs):
• Drive Client Growth:
  Growing our client's revenue is a daily aspect of this role. You'll be implementing suggestions to increase our client's e-commerce conversion rate, and thus annual revenue, on a routine basis. We will consider both the number of growth projects implemented across your portfolio as well as the quality of growth projects executed.
• Quality Client Communication:
  Maintain 90+% SLA compliance within your portfolio by engaging clients regularly (average of 30 calls and 3+ hours of talk time per week).
• Retention & Risk Mitigation:
  Fare Harbor prides itself on our ability to retain our accounts. As a department, we have high expectations for retention and your efforts to retain your clients and mitigate risk will roll up to this target.

Requirements:

• A strong collaborator and a team player willing to go above and beyond any normal set of expectations for the…