Key Account Specialist

Key Account Specialist

Location: Remote, Colombia

About Furnished Finder:
Furnished Finder is the trusted leader in monthly rentals. We started in 2014 with a focus on traveling nurses and medical professionals. The site grew exponentially during COVID-19, going from <50,000 homes in 2020 to over 250,000 today, making it one of the fastest-growing consumer peer-to-peer marketplaces. We are now the go-to source for millions of travelers across the country seeking monthly furnished rentals, serving travel professionals of all kinds and increasingly displaced homeowners in need of interim housing. Unlike other rental platforms, we do not interfere with the owner's bookings. No commissions, no booking fees. Our owners charge what they want, when they want, and decide who stays at their property every time.
When you join Furnished Finder, you join a leadership team with over 70+ years of real estate and travel industry experience. As we look ahead to Furnished Finder's next chapter of growth, we seek talented self-starters hungry to grow and learn with this industry-leading team. With roles open in Austin, TX (HQ) and remote, we are growing fast and would love to consider you for our team!

Job Overview
As a Key Account Specialist, you will be responsible for managing and growing relationships with mid- to large-market landlords, driving measurable impact through retention, upsell, and portfolio growth initiatives. You'll be the primary point of contact for property owners, helping them activate listings, optimize demand, and expand their presence on Furnished Finder.
This is a hands-on, results-oriented role that blends consultative relationship management with data-driven decision-making.

Key Responsibilities

Customer Retention & Engagement

• Execute proactive retention strategies to engage landlords before they become at risk of churning.
• Identify and act on key intervention points throughout the customer journey to increase engagement and renewals.
• Manage regular check-ins, consultative calls, and performance reviews to ensure customer satisfaction and business growth.
• Diagnose and resolve listing performance issues (pricing, photos, descriptions) to improve lead flow and conversion.
• Partner with Marketing and Product teams to execute customer engagement initiatives via dashboard notifications, email, and SMS.

• Identify and pursue upsell and cross-sell opportunities to expand landlord portfolios on the platform.
• Build long-term relationships with multi-property and corporate landlords, providing personalized insights and support.
• Promote new features, advertising options, and subscription upgrades that drive additional value and revenue.
• Track account growth metrics and report on portfolio expansion trends.

• Use churn indicators and performance data to identify at-risk accounts and execute targeted outreach.
• Conduct structured re-engagement calls and campaigns for expired, inactive, or underperforming listings.
• Reinforce the value of Furnished Finder through education, consultation, and success stories.

• Maintain accurate documentation of customer interactions, recommendations, and outcomes.
• Monitor and track KPIs such as renewal rates, listing activation, lead volume improvements, and overall account growth.
• Provide feedback to the team on trends, opportunities, and recurring challenges seen in the landlord base.

• Bachelor’s degree or equivalent professional experience.
• 1-2 years of experience in Customer Success, Account Management, Sales, or Industry Customer Support
• Strong analytical and problem-solving skills with a data-driven mindset.
• Excellent communication and consultative skills, both written and verbal.
• Proven track record of hitting or exceeding retention, renewal, or upsell targets.
• Experience using CRM and customer engagement tools (e.g., HubSpot, Salesforce, or similar).
• Highly organized, self-motivated, and able to manage a dynamic portfolio of customers.

• Multitasking and channel management: Able to handle tickets, cover the queue, live chat, email, and calls in parallel while maintaining quality and response time.
• Time management and prioritization: Can triage urgent issues, manage multiple accounts, and meet SLAs.
• Fluent English and B2B communication: Clear, professional speaking and writing for corporate users.
• Proactive, consultative approach: Identifies risks/opportunities and recommends solutions without waiting for escalation.
• Problem-solving and attention to detail: Accurately diagnoses issues across multiple properties and prevents repeat problems.
• Ownership and follow-through: Tracks issues to resolution, communicates status, and closes loops reliably.
• Collaboration and cross-functional coordination: Works effectively with internal teams to deliver outcomes.
• Customer experience focus: Delivers calm, high-quality support, especially during onboarding and escalations.

• A proactive, results-oriented approach with a focus on landlord success.
• The ability to translate data into actionable strategies for customers.
• Comfort managing relationships with professional property owners and corporate accounts.
• A passion for creating value and growing relationships in a fast-paced marketplace environment.

What do we offer? 

• 100% remote work
• Monthly compensation of  COP $3,840,000 – $5,000,000  plus an attractive commission structure
• Direct contract with legal benefits
• Exceptional company culture with a supportive work environment
• Clear career advancement opportunities
• Benefits such as a birthday day off after two months of employment.
• Compensation for work on Colombian and corporate holidays
• Ongoing training and support with expert leaders at a global level

Furnished Finder is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 
We welcome applicants of all backgrounds, including individuals with disabilities and those who do not identify as having a disability.