Account Director

Job Title: Account Director

Location: Onsite Parkway in Orlando Florida

Create Successful Owners. Build Lifelong Relationships.

At Vacatia we believe ownership is more than a purchaseits the beginning of a lifetime of unforgettable vacations. Our mission is to create successful owners by helping every owner understand use value and grow with their ownership.

Were looking for an experienced Account Director who is passionate about building relationships delivering exceptional customer experiences and helping owners maximize the value of their vacation ownership.

If you enjoy combining hospitality relationship management and strategic customer success this is your opportunity to make a lasting impact.

What Youll Do

As an Account Director youll serve as a trusted advisor for a portfolio of owners helping them successfully navigate every stage of their ownership journeyfrom onboarding and activation to vacation planning engagement retention and future growth.

• Build meaningful long-term relationships with owners through personalized service and proactive communication.
• Help new owners confidently activate and begin enjoying their ownership.
• Re-engage inactive owners and restore confidence through education vacation planning and tailored solutions.
• Recommend personalized vacation experiences based on each owners travel goals and lifestyle.
• Educate owners on Club Vacatia benefits exchange opportunities and ownership programs.
• Serve as the owners advocate by partnering with Sales Marketing Product Operations Accounting Owner Care and other departments.
• Maintain detailed owner profiles and engagement history within Salesforce.
• Use customer insights and analytics to improve engagement satisfaction and long-term loyalty.
• Leverage technology CRM tools and AI-enabled engagement solutions to enhance the owner experience.
• Help shape the future of Vacatias Owner Success strategy through continuous improvement and innovation.

What Success Looks Like

In this role success is measured by the impact you makenot simply the number of calls or activities completed.

Youll help improve:

• Owner satisfaction
• Owner retention
• Vacation utilization
• First vacation completion
• Owner activation
• Owner Health Scores
• Net Promoter Score (NPS)
• Referral generation
• Lifetime owner value

What Were Looking For

Were looking for professionals who are relationship-driven customer-focused and passionate about helping people create incredible vacation experiences.

Qualifications

• Bachelors degree in Business Hospitality Marketing Communications Customer Experience or a related field.
• 5 years of experience in Customer Success Account Management Hospitality Vacation Ownership Owner Services Client Relations or Relationship Management.
• Experience managing a portfolio of clients or customers.
• Hospitality travel resort or vacation ownership experience is strongly preferred.
• Salesforce or other CRM experience.
• Experience using customer data and analytics to drive engagement.

Knowledge Skills Abilities

• Builds long-term relationships.
• Creates exceptional customer experiences.
• Is an excellent communicator and trusted advisor.
• Thinks strategically while remaining highly organized.
• Solves problems and finds creative solutions.
• Is comfortable using technology CRM systems and AI-enabled tools.
• Thrives in a collaborative fast-paced environment.
• Is motivated by helping customers succeed.

Ready to Help Owners Love Their Ownership

If youre passionate about delivering extraordinary customer experiences and want to help shape the future of Owner Success wed love to hear from you.

Apply today and help create successful owners who vacation better for life.