About FareHarbor
At FareHarbor, our mission is to make experiences better for everyone. Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, FareHarbor 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.
FareHarbor Core Values:
- Think Client First
- We Are One ‘Ohana
- Be Curious and Learn
- Own It.
- Act With Integrity
- Embrace the Challenge
Why FareHarbor?
Founding FareHarbor 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
The Manager of Account Management – Europe is responsible for overseeing and ensuring the success of the Europe Account Management Team. The Account Management directives are to proactively identify and implement changes to drive client success across our growing portfolio of clients, sell through products and services as well as appropriately addressing inbound requests to improve the overall customer experience for FareHarbor's clients.
The Manager of Account Management will collaborate and align on initiatives and projects with the existing peer Manager to ensure continued success of our clients and team. This person will report to the General Manager of Europe and work closely with him as well as with cross-functional leaders, Account Managers and Operations to ensure processes and best practices are followed through and implemented, organizational goals are met, and market specific opportunities are identified. A strong focus will be on optimizing clients' businesses, and for this the new leader will play a crucial role in guiding our team towards delivering exceptional value to our clients by leveraging expertise, fostering innovation, and selling suitable products or services. The role will contribute to the overarching success of our clients while achieving our organizational objectives.
What you’ll do here:
Team Leadership:
- Lead, mentor, and develop a team of Account Managers to ensure they meet and exceed performance goals. Provide guidance, feedback, and ongoing training to enhance the skills and capabilities of the team.
- Set measurable performance objectives with direct reports that align with departmental and company growth goals. Regularly provide actionable performance feedback by leveraging our management metrics, driving and guiding corrective actions where appropriate.
- Foster a collaborative and motivated work environment that promotes teamwork and professional growth
Client Relationship Management:
- Build and maintain strong, long-lasting relationships with key clients.
- Serve as the primary point of contact for escalated client issues, ensuring prompt and effective resolution.
- Conduct regular check-ins and business reviews with clients to understand their evolving needs and identify growth opportunities.
Performance Analysis and Reporting:
- Monitor and analyze key performance metrics, such as client satisfaction, renewal rates, and upsell/cross-sell success.
- Prepare and present regular reports to senior management, highlighting the team's achievements, challenges, and recommendations for improvement.
Strategic Account Management:
- Develop and execute account plans that align with clients' business objectives and drive mutual success.
- Identify upselling and cross-selling opportunities to increase account revenue and lifetime value.
- Collaborate with cross-functional teams to deliver innovative solutions that address client challenges.
Customer Advocacy:
- Serve as the voice of the customer within the organization, advocating for their needs and driving product/service enhancements based on client feedback.
- Proactively identify opportunities to enhance the overall customer experience and address pain points.
- Own and direct stakeholder communication (project progress, resource needs, project risks, etc.) to all AM-related projects.
- Maintain appropriate and transparent communication to team on company objectives, regional progress, project updates and expectations, etc.
Requirements:
- Bachelor's degree in Business Administration, Marketing, or related field (Master's degree preferred).
- Proven experience (4+ years) in account management, with demonstrable portfolio growth, preferably in a managerial capacity.
- Strong track record of exceeding revenue targets and driving customer success.
- Experience in Sales
- Exceptional leadership and people management skills, with a focus on team development and motivation.
- Excellent communication, negotiation, and presentation skills.
- Analytical mindset with the ability to derive insights from data and translate them into actionable strategies.
- Strategic thinking and problem-solving abilities.
- Proficiency in CRM software
- Proficiency in English and another European language preferable (Italian, Spanish, Portuguese, French preferred)
Benefits
- Global leave benefit
- 22 weeks paid parental leave
- 2 weeks paid grandparent leave
- Extended care and bereavement leave
- Life insurance policy
- Pension Plan
- Central Amsterdam Location
- Discount CZ insurance
- Working in a multicultural environment - 45 different nationalities
- Commuting allowance for public transport & subsidized lunch
- Wellness benefits (Headspace subscription & wellness webinars)
- Hybrid friendly
- Work-from-home assistance
- Educational Opportunities
- Social hours & events and team-building
- 26 vacation days per year
FareHarbor is committed to creating a diverse environment, and we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, age, or veteran status. We welcome talent that can offer us new insights and perspectives on challenges that we face, and we take measures to eliminate unconscious bias throughout the interview and hiring process. In tandem, we work to cultivate an inclusive culture in which all of our employees can be their authentic selves.
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