Position Overview

The Director of Account Management serves as the single point of contact for Kairoi’s most valued and complex client relationships—bringing together operations, marketing, accounting, capital projects, and performance into one cohesive, elevated experience. Reporting to the SVP of Operations and Client Experience.

This role sits at the intersection of operations and client experience, designed to simplify complexity, elevate communication, and ensure consistency across markets, teams, and assets. The Director partners closely with Vice/Regional Vice Presidents, Regional Managers, and cross-functional leaders to drive performance, alignment, and accountability—while providing clients with a clear, strategic, and highly responsive voice of Kairoi.

At Kairoi, we believe hospitality is not a service—it is a strategy. This role reflects that philosophy by delivering a level of intentionality, care, and precision that ensures our clients not only feel supported, but genuinely valued.

This role does not replace operations leadership—it is a force multiplier. It enables our teams to operate at their highest level while ensuring our clients experience the consistency, clarity, and confidence that define what it means to Be Remarkable.

Key Responsibilities

Client Leadership & Relationship Management

• Serve as the primary point of contact for assigned strategic clients with multi-market, multi-asset portfolios

• Build deep, trusted relationships grounded in transparency, responsiveness, and proactive communication

• Translate complex operational, financial, and accounting data into clear, actionable insights for clients

• Lead regular client touchpoints, including business reviews, financial reviews, performance updates, and strategic planning sessions

• Deliver a high-touch, hospitality-driven experience that reflects Kairoi’s commitment to thoughtful, elevated partnership

Operational & Financial Integration

• Partner with Regional Vice Presidents, Regional Managers, and teams to ensure alignment across all communities within each client portfolio

• Maintain a holistic view of performance across operations, financials, accounting, marketing, and capital initiatives

• Ensure consistency between operational execution and financial outcomes (budget vs. actuals, forecasting, variance drivers)

• Identify trends, risks, and opportunities across markets and proactively drive solutions

Accounting & Financial Oversight

• Serve as the liaison between clients and internal accounting teams to ensure clarity, accuracy, and timeliness of financial reporting

• Ensure alignment between accounting outputs and operational strategy

• Support budget creation and long-term financial planning in partnership with operations and accounting

Cross-Functional Coordination

• Act as the central connector across operations, accounting, marketing, client experience, capital projects, and operational services

• Ensure deliverables—financial reporting, budgets, marketing strategies, and capital updates—are accurate, timely, and aligned

• Partner with internal teams to streamline processes and improve efficiency across the portfolio

• Leverage data and insights from all functions to inform recommendations and decisions

Performance & Reporting Excellence

• Oversee development and delivery of comprehensive client reporting, including operational KPIs, financial performance, accounting insights, and strategic initiatives

• Ensure reporting is not just accurate, but meaningful—telling the story behind the numbers

• Support underwriting assumptions, budget alignment, and long-term asset performance strategies

• Drive how portfolios are evaluated and communicated - anticipating needs not just reacting to them.

• Support additional business growth and innovation

Strategic Problem Solving & Execution

• Navigate complex, multi-stakeholder environments with clarity and confidence

• Anticipate challenges and proactively align operational and financial resources to address them

• Support execution of key initiatives including lease-ups, transitions, capital projects, and portfolio optimization

• Balance competing priorities while maintaining a high level of detail and follow-through

Key Competencies