Andrew Thomas
Austin,TX
Summary
Client-focused leader with 5+ years managing customer relationships, driving adoption, and optimizing experience lifecycles across high-value portfolios. Expertise in retention, engagement, and success management.
Overview
6
6
years of professional experience
Work History
General Manager
ABOVE Vacation Residences
11.2022 - Current
- Directed operations and client success for a portfolio of 50+ high-value properties, ensuring premium service and long-term retention.
- Partnered directly with homeowners to manage onboarding, growth, and retention, achieving a 95% renewal rate.
- Qualified inbound leads, developed financial Pro Formas, and negotiated partnership contracts.
- Added 7 new properties in 2025, generating over $500,000 in new revenue.
- Led a team of 40+ employees across 4 departments, driving collaboration and standardizing efficiencies across multi-state markets.
- Oversaw escalations, balancing client expectations and profitability to protect multi-million-dollar homeowner relationships.
- Increased guest and owner review ratings by 25% year-over-year through optimized service workflows.
- Designed process improvements that made labor 9% more efficient YoY.
Director Of Operations
ABOVE Vacation Residences
05.2021 - 11.2022
- Oversaw daily operations, logistics, and performance for high-value homes across multiple markets.
- Streamlined processes and SOPs to optimize guest experience and operational consistency.
- Served as escalation point for homeowners, guests, and internal teams to resolve issues quickly and effectively.
Operations Manager
ARRIVE Luxury Properties
10.2019 - 05.2021
- Coordinated scheduling with vendors and contractors to deliver top-quality property care.
- Audited properties after checkout to maintain quality control.
- Met with high value homeowners after rentals to review quality standards.
Education
B.S. - Restaurant, Hotel, and Institutional Management
Texas Tech University
08.2019
Skills
- Customer Success & Stakeholder Management
- Client Onboarding & Retention Strategies
- Contract Negotiation & Pro Forma Development
- Cross-Functional Collaboration
- Operational Leadership & Team Development
- Process Optimization & KPI Reporting
- Revenue Growth & Upsell Opportunities
- Escalation Management & Conflict Resolution
Timeline
General Manager
ABOVE Vacation Residences
11.2022 - Current
Director Of Operations
ABOVE Vacation Residences
05.2021 - 11.2022
Operations Manager
ARRIVE Luxury Properties
10.2019 - 05.2021
B.S. - Restaurant, Hotel, and Institutional Management
Texas Tech University