Position Overview:

As a Key Account Manager at LiveIn, your primary role will be to build and maintain strong rapport with our property owners, ensure owner satisfaction, manage owner expectations and optimize revenue of our managed units through effective relationship management. Your ability to build strong rapport with owners, navigate challenges, and drive owner retention will be critical to the success of this role.

Duties and Responsibilities:

1) Owner Relationship Management:

• Build and Maintain Strong Rapport
  • Build and maintain strong rapport with landlords / owners, ensuring their satisfaction with our services by open communication and understanding of their needs.
  • Regularly check in with owners to address any concerns or inquiries, reinforcing their confidence in LiveIn's management services.
  • Provide a personalized service experience, making each owner feel valued and prioritized.
  • Organize periodic meetings or calls with owners to discuss the performance of their properties and explore ways to enhance their investment returns.

2) Revenue Optimization:

• Identify Opportunities for Cross-Selling and Up-Selling
  • Analyze the potential of each unit to identify opportunities for increasing or maximixing revenue through additional services, upgrades or marketing strategies.
  • Propose tailored recommendations to owners, such as furnishing options, property enhancements or short-term rental strategies that could increase rental income.
• Collaborate with Internal Teams
  • Work closely with the Revenue Management, Marketing and Customer Success to align on strategies that boost occupancy rates and profitability.
  • Ensure that all initiatives aimed at maximizing revenue are communicated effectively to owners, gaining their buy-in and co-operation.

3) Reporting & Feedback:

• Regular Updates on Property Status
  • Provide owners with detailed and timely reports on the status of their properties, including occupancy rates, rental income and any maintenance or tenant-related updates.
  • Use data-driven insights to explain the current performance of the units, offering transparency and clarity to owners.
• Gather and Implement Feedback
  • Actively seek feedback from owners on their experience with LiveIns services and identify areas for improvement.
  • Work with internal teams to address any feedback-related concerns, implementing changes that enhance the overall service offering.
  • Share positive feedback with relevant teams to recognize good performance and encourage continuous improvement.
    

4) Owner Retention:

• Retention Strategies
  • Develop and implement strategies to retain owners, particularly those who are at risk of terminating their contracts due to dissatisfaction with rental income or prolonged vacancies.
  • Present constructive solutions to owners who are considering withdrawing their units, highlighting potential improvements or adjustments that could yield better results.
  • Offer incentives or flexible arrangements to retain owners, such as temporary rent adjustments, marketing boosts or other value-added services.

5) Develop and Execute Account Plan:

• Responsible for developing and executing account plans for top 10 key accounts. The account plan outlines the objectives, strategies, and actions to achieve customer satisfaction and retention, cross-selling and upselling, and value creation and delivery. A key account manager works closely with other team, which may include other BDs, marketing, and customer service agents, to create and implement the account plan. They also monitor and measure the performance and progress of the account plan and make adjustments as needed.

Qualifications :

• Bachelors degree in Business, Real Estate, Property Management or a related field. A Masters degree is a plus.
• Minimum of 5 years of experience in account management, customer relationship management or property management.
• Proven track record in managing key accounts, particularly within the real estate or property management sectors.
• Strong understanding of the property management industry, including rental market trends, owner-tenant relationships and property maintenance processes.

Skills:

• Excellent verbal and written communication skills, with the ability to articulate complex information clearly and persuasively.
• Strong analytical and problem-solving skills, with the ability to manage conflicts and handle difficult conversations with tact and professionalism.
• A strong commitment to providing exceptional customer service, ensuring owner satisfaction and retention.
• Excellent organizational and time management skills, with the ability to manage multiple accounts and tasks simultaneously.
• Strong negotiation skills to manage contract renewals, resolve conflicts and optimize revenue opportunities.
• Proficiency in property management software and CRM tools.
• Ability to work effectively with cross-functional teams and adapt to changing market.