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Account Coordinator, Individual Hosts (Remote)

Company

Hopper

Address , Remote
Employment type FULL_TIME
Salary
Expires 2023-06-26
Posted at 11 months ago
Job Description
About the job

Hopper Homes is looking for an Account Coordinator to join us to cover the US market. This team member will help expand our portfolio of individual hosts in North America as the main point of contact after onboarding, focusing on retention and booking ratio.

You are a commercial-oriented professional with a bias for action, incredible prioritization skills and an eye for automation and operational efficiency.

This role will promote and develop a high level of engagement with our Hosts. You will work collaboratively with these Hosts to achieve success in their partnership with Hopper while ensuring they have a best-in-class experience with our brand. Your primary focus is to improve the productivity and results from participating in Hopper’s marketplace by growing net booking value from Host's listings. You will continuously work to maximize the listing potential in the Hopper Homes marketplace by utilizing and sharing unique data insights, trends, marketing materials, product developments, distribution, and revenue management tools with Hosts.

Minimum Qualifications

  • Customer Advocacy: you demonstrate a “customer-first” attitude and create “win-win” situations that bring value for both Hopper and our customers; you are biased towards action by actively engaging and following up with hosts and internal stakeholders until issues are resolved;
  • Commercial acumen: you love to sell new solutions and services. Up-selling and cross-selling is a nice challenge for you.
  • Communication: You can adapt your communication style and manage difficult conversations, and diffuse conflict;
  • Continuous Improvement and Agility: you are willing to learn and adopt agile principles; you look for improvement and feedback; you embrace changes and maintain work effectiveness even with changes in tasks and priorities;
  • 2/3 years of experience in customer success, account management or operations role
  • A Bachelor’s Degree or equivalent related professional experience
  • Planning and Quality Delivery: you prioritize and manage tasks with minimal assistance and direction; you meet all team commitments and goals and demonstrate willingness and capability to take on additional tasks
  • Expertise Development: you build and maintain expertise in Hopper’s product offerings & the vacation rental market;
  • Internal Collaboration: you work well with cross-functional teams.

Preferred Qualifications

  • Operationally savvy. You know how to troubleshoot complex issues, collaborate internally to find the answers and build an improved process as a result;
  • Comfortable using data to drive your prioritization and execution.
  • Experience in high-volume Sales or Account Management roles

Responsibilities

  • Analyze and prioritise your pipeline, and continuously find ways to optimise your portfolio management strategy
  • Represent Hopper in local markets, trade shows, and industry events to build the company’s company profile with Partners
  • Keep abreast of key demand/supply indicators, economic data, trends and competitive information within the designated strategic market of your customers at local, national and global levels.
  • Drive content, rate, availability accuracy, and competitiveness to maximise booking conversion
  • Communicate daily with hosts acting as their primary point of contact
  • Establish credibility and relevance with hosts by delivering trends, data, and market insights in an easy-to-understand manner
  • Support host retention efforts through smooth onboarding processes
  • Manage listing retention and drive existing host participation and engagement
  • Establish performance goals, develop an action plan, secure commitment from hosts, drive achievement to goals
  • Gather feedback from hosts regarding product enhancements and processes to drive efficiencies and increased revenue; Communicate this feedback internally to help drive continuous improvement.
  • Execute effectively based on KPI metrics (targets, goals, and/or strategic objectives) set in tandem with leadership

Benefits

  • Unlimited PTO
  • Entrepreneurial culture where pushing limits and taking risks is everyday business
  • Well-funded and proven startup with large ambitions
  • 100% employer-paid telemedicine, medical, dental, vision, disability and life insurance plans
  • Competitive salary
  • Access to a Retirement Savings Plan (CAN) or 401K (US)
  • Open communication with management and company leadership
  • Small, dynamic teams = massive impact
  • WeWork All Access Pass OR Work-from-home stipend
#posttoexternal

MORE ABOUT HOPPER

At Hopper, we are on a mission to become the world’s best — and most fun — place to book travel. By leveraging massive amounts of data, advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to help customers spend less and travel better. Ranked the third largest online travel agency in North America, the app has been downloaded nearly 80 million times and continues to gain market share globally.

Here are just a few stats that demonstrate the company’s recent growth:
  • Hopper sold around $4 billion in travel and travel fintech in 2022, up nearly 3X over 2021. In 2022, Hopper increased its revenue 2.5X year-over year.
  • The company’s bespoke fintech products, such as Flight Disruption Guarantee and Price Freeze, now represent 30-40% of Hopper’s total app revenue.
  • Given the success of its fintech products, Hopper launched a B2B initiative called Hopper Cloud in late 2021. Through this partnership program, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory. As its first Hopper Cloud partnership,

  • Hopper partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders.
  • Recognized as one of the world’s most innovative companies by Fast Company four years in a row, Hopper has been downloaded over 80 million times and continues to have millions of new installs each month.
  • Hopper has raised over $700 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. Hopper is primed to continue its acceleration as the world’s fastest-growing mobile-first travel marketplace.

Come take off with us!