Enterprise Account Support Specialist

3 weeks ago

Dublin, Dublin City, Ireland Expedia Group Full time

Enterprise Account Support Specialist

Are you ready to join a fast-paced, dynamic work environment dedicated to revolutionizing the industry? Do you seek a fresh challenge in a thrilling setting that combines the agility of a startup with the resources of a global corporation? We simplify the process of discovering and booking the ideal vacation rental for any trip, often at a lower cost than traditional hotel stays.

The position of Enterprise Account Support Specialist/Enterprise Partner Support Specialist at Expedia Group is a key role where you will be instrumental in fostering and nurturing strong partnerships with our strategic, high-value partners. Your main task is to ensure that these partners receive exceptional support and guidance, helping them optimize their interaction with our products and services.

What you'll do:

  • Act as the main point of contact for strategic partners and high-value clients, cultivating and sustaining strong relationships
  • Provide personalized, hands-on support to partners and clients, understanding their specific requirements and obstacles
  • Acquire a deep understanding of our products and services to offer expert advice and support to partners
  • Serve as the Single Point of Contact for internal VR Account Management teams on general service issues, taking ownership and ensuring proper communication until resolution
  • Identify opportunities for our high-value partners to enhance their property listing performance and revenue, offer guidance on optimal utilization of our products, tools, and marketplace standards
  • Execute outbound campaigns related to market performance for unmanaged accounts not overseen by VR Partner Success
  • Address tier-1 integrated tool and technical issues as the primary contact
  • Analyze and determine severity levels, following correct procedures to identify root causes
  • Escalate complex tier-2 technical/tool issues while managing communication with our customer and partner success teams until resolution
  • Facilitate integrated tool onboarding for existing non-integrated customers by overseeing integration requests from internal partners from start to finish
  • Provide premium/key account support for internal partner success teams regarding integration challenges
  • Offer insights to our leadership and channel teams for innovative ways to streamline operations, reduce customer effort, and deliver exceptional customer experiences
  • Maintain marketplace standards by identifying potential violators, collaborating internally to educate customers on proper conduct, and fostering a trustworthy, safe environment
  • Assist internal stakeholders by participating in customer review meetings and PMSC events, delivering customer education and data insights
  • Collect feedback from partners and clients to grasp their needs, preferences, and pain points
  • Utilize this feedback to steer product and service enhancements

Who you are:

  • Excellent business verbal, written, questioning, and listening skills in English
  • Experience in customer support, B2B account management, or technical support with a drive to connect with customers by establishing strong relationships
  • Keen eye for detail and ability to interpret data to provide customer recommendations
  • Proficiency in computer literacy crucial, with experience in CRM systems, HTML/XML browser technologies, and software integration being advantageous
  • Background in classified listings, travel websites, online advertising, ecommerce, or proficiency in additional languages is a plus
  • Embrace a growth mindset, open to fresh ideas, and welcome feedback
  • Capable of building effective relationships with internal stakeholders
  • People-oriented with strong interpersonal skills for building successful relationships
  • Remain composed under pressure, empathizing with and supporting our mission, purpose, and values
  • Quickly grasp problems and develop creative, viable solutions
  • Skilled in planning and prioritizing tasks effectively
  • Balancing the need for positive customer relationships with meeting personal and team KPIs
  • Willingness to adapt to and collaborate on new features/tasks as a Tech company committed to developing innovative products and enhancing existing ones

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