Account Manager, Investor Services (Luxury Hospitality)

Account Manager Investor Services

Compensation:

• Mexico City: $1800 $2500 USD/month

• Compensation is dependent on experience and demonstrated fit.

Schedule: Full-time with availability to work within U.S. business hours as needed including 8:30 AM 5:00 PM EST MST or PST

Employment Type: Full-time remote

Reports To: Manager Investor Services

About the Company

Our client is a boutique real estate investment firm established in 2006 for individuals who value exceptional travel and luxury vacation experiences.

Through private funds with defined exits investors share ownership and use of a diversified portfolio of luxury homes. Each property is selected for lifestyle appeal and long-term value with every stay supported by professional management and thoughtful service.

The company operates with a creative entrepreneurial and energetic culture. Team members are encouraged to take ownership contribute ideas work independently and play an active role in the companys continued growth.

Role Overview

The Account Manager Investor Services is responsible for building and maintaining strong long-term relationships with a portfolio of approximately 150250 investors.

This role serves as a trusted point of contact for investors throughout their relationship with the company helping them understand and maximize the value of their membership navigate reservations and program policies and make the most of the available properties destinations and experiences.

This is much more than a reactive customer-service position. The Account Manager is expected to proactively engage investors identify underutilization or disengagement understand individual preferences provide personalized recommendations and coordinate internally to ensure a seamless experience.

The ideal candidate combines relationship management luxury hospitality customer service organization and proactive problem-solving.

Key Responsibilities

Investor Account Management

• Manage a portfolio of approximately 150250 investor accounts.
• Develop trusted long-term relationships with investors.
• Serve as a primary point of contact for ongoing investor questions and support.
• Respond to inquiries regarding reservations lottery processes policies property availability and program details.
• Provide proactive reminders guidance and annual planning support.
• Conduct periodic check-ins with investors to understand their preferences travel goals and upcoming needs.
• Identify investors with lower engagement or utilization and develop personalized outreach to encourage greater participation.
• Recommend properties destinations Expeditions & Experiences and other offerings based on investor preferences travel goals and seasonality.
• Recognize concerns that require escalation and ensure they are appropriately managed through resolution.

Reservation & Service Support

• Assist investors with confirming editing and canceling reservations through the companys reservation system.
• Troubleshoot booking issues and questions regarding program rules or procedures.
• Liaise with Vacation Concierges and other internal teams to ensure investor needs are met during trips.
• Serve as an initial point of triage for service-quality concerns.
• Coordinate with internal teams to ensure investor issues are properly documented and resolved.
• Maintain accurate and up-to-date investor information across CRM and reservation systems.

Investor Feedback & Service Quality

• Review and respond thoughtfully to NPS and post-trip survey feedback.
• Ensure every investor submission receives timely acknowledgment including positive feedback.
• Create and manage cases related to housekeeping local host maintenance and other service issues.
• Track sensitive or lower-engagement accounts and proactively address concerns.
• Identify recurring patterns and themes within investor feedback.
• Escalate significant trends complex concerns and service-quality insights to leadership.
• Ensure investor issues are properly documented and followed through to resolution.

Cross-Functional Collaboration

• Partner with Asset Management Marketing Technology Investor Relations Vacation Concierge and other internal teams to improve the investor experience.
• Share recurring investor feedback and insights that may improve processes systems communications or services.
• Participate in initiatives designed to increase investor satisfaction and utilization.
• Recommend process and system improvements that can create a more efficient and personalized investor experience.
• Stay current on new properties amenities destinations experiences and other company offerings.

Hard Skills

• 24 years of experience in account management customer success customer service hospitality luxury hospitality travel or a related field.
• Experience managing multiple client or customer relationships simultaneously.
• Strong organizational and administrative capabilities.
• Excellent written and verbal English communication skills.
• Strong proficiency with Microsoft Office particularly Outlook Excel and PowerPoint.
• Experience working with CRM systems preferably Salesforce.
• Experience with customer-service reservation or account-management platforms.
• Ability to quickly learn and confidently navigate proprietary systems.
• Strong documentation and follow-through skills.
• Spanish or French is a plus.

Soft Skills

• Warm personable and naturally relationship-oriented.
• Exceptional customer-service instincts.
• Highly organized and detail-oriented.
• Proactive rather than purely reactive.
• Strong follow-through and accountability.
• Excellent judgment and problem-solving skills.
• Comfortable managing a high volume of relationships and competing priorities.
• Empathetic and thoughtful when handling customer concerns.
• Comfortable communicating with affluent and discerning clientele.
• Able to anticipate client needs rather than simply respond to requests.
• Independent and self-motivated in a remote environment.
• Collaborative and team-oriented.
• High level of integrity and professionalism.

About the Ideal Candidate

The ideal candidate genuinely enjoys building relationships and taking care of people.

You are someone who can become a trusted resource for an investor learn their preferences remember the details that matter and proactively make their experience easier.

You are equally comfortable answering a reservation question investigating a service issue reviewing an investors history recommending a destination or reaching out to someone who has not been taking full advantage of their membership.

Experience in luxury hospitality travel private clubs premium customer service or relationship-driven account management is particularly valuable.

The strongest candidates will combine a polished communication style with strong organizational discipline and the ability to independently manage a substantial portfolio of accounts.

Why This Role Matters

The investor relationship extends far beyond an individual reservation.

This role plays an important part in helping investors understand use and maximize the value of their membership and investment.

Through proactive account management personalized recommendations thoughtful service recovery and close attention to investor feedback the Account Manager directly contributes to investor engagement satisfaction retention referrals and long-term brand loyalty.

Additional Requirements

• Comfortable working U.S. business hours and across U.S. time zones when required.
• Reliable high-speed internet and a professional remote workspace.
• Ability to work independently while remaining highly responsive to the broader team.
• Good credit rating.
• Valid passport or appropriate documentation and visa eligibility to visit international properties where applicable.

Benefits

• Fully remote work environment.
• Opportunity to earn luxury travel experiences based on tenure.
• Opportunity to work with a premium real estate travel and hospitality brand.
• Entrepreneurial environment with significant ownership and autonomy.

Experience: years
Vacancy: 1