Job Title: Account Director

Location: Virtual

Create Successful Owners. Build Lifelong Relationships.

At Vacatia, we believe ownership is more than a purchase—it's 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.

We're 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 You'll Do

As an Account Director, you'll serve as a trusted advisor for a portfolio of owners, helping them successfully navigate every stage of their ownership journey—from 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 owner's travel goals and lifestyle.
• Educate owners on Club Vacatia benefits, exchange opportunities, and ownership programs.
• Serve as the owner's 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 Vacatia's Owner Success strategy through continuous improvement and innovation.

What Success Looks Like

In this role, success is measured by the impact you make—not simply the number of calls or activities completed.

You'll 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 We're Looking For

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

Qualifications

• Bachelor's 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 you're passionate about delivering extraordinary customer experiences and want to help shape the future of Owner Success, we'd love to hear from you.

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