Account Manager, Investor Services

Compensation:

Mexico City: $1,800 – $2,500 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 company's continued growth.

Role Overview

The Account Manager, Investor Services is responsible for building and maintaining strong, long-term relationships with a portfolio of approximately 150–250 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 150–250 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 company's 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

2–4 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 investor's 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.

Account Manager, Investor Services (Luxury Hospitality)- 63837090840