Enterprise Account Support Specialist

4 weeks ago

Dublin, Dublin City, Ireland ENGINEERINGUK Full time
Job Description

We're building a more open world, and we want you to be part of it.


Enterprise Account Support Specialist

This is an exciting opportunity to join our team as an Enterprise Account Support Specialist. In this role, you will play a pivotal part in nurturing and maintaining strong relationships with our strategic and high-value partners.


Key Responsibilities:
  • Provide exceptional service support to our Enterprise Partners via inbound and outbound phone support, email, and chat.
  • Dedicated Partner Liaison: Serve as the primary point of contact for strategic partners and high-value clients, building and maintaining strong relationships.
  • Strategic Support: Provide personalized, high-touch support to partners and clients, understanding their unique needs and challenges.
  • Product Knowledge: Develop an in-depth understanding of our products and services to offer expert guidance and assistance to partners.
  • Act as SPOC Support for our internal VR Account Management teams on general service issues, retaining ownership and ensuring appropriate communication until issue is resolved.
  • Recommend opportunities to our High Value partners to drive their property listing(s) performance revenue, advise on best use of our products, tools, and marketplace standards.
  • Deliver outbound campaigns relevant to market performance for unassigned accounts not managed by VR Partner Success.
  • Be the primary point of contact for tier-1 integrated tool and technical issues.
  • Analyze and diagnose severity levels by following appropriate procedures to identify root cause.
  • Escalate complex tier-2 technical/tool issues whilst owning communication with our customer and partner-success teams until issue is resolved.
  • Provide integrated tool onboarding for existing non-integrated customers by project managing integration requests from internal partners, seeing the process through to completion.
  • Act as premium/key account support for our internal partner-success teams to integrate tool issues.
  • Share feedback with our leadership and channel teams for new ideas on how to reduce customer effort, simplify how we do business, delivering exceptional customer experience.
  • Maintain marketplace standards by identifying potential violators, collaborating with internal teams to educate our customers on correct behavior and create an environment of trust, health & safety.
  • Support internal stakeholders by attending customer review meetings and PMSC events, providing customer education and data insights.
  • Feedback Collection: Gather feedback from partners and clients to understand their needs, preferences, and potential pain points.
  • Use this feedback to drive product and service enhancements.

Requirements:
  • Strong business verbal, written, questioning, and listening skills in English (Essential)
  • Background in customer support, B2B account management or technical support motivation: highly motivated, focused, passionate about connecting to the customer through building strong rapport
  • High attention to detail and the ability to interpret data providing customer recommendations
  • High standard of computer literacy is essential, experience with CRM systems, HTML/S/XML browser technologies and software integration is desirable
  • Classified listings/travel websites, online advertising, ecommerce, or additional languages; these are desirable but certainly not essential
  • Growth mindset, open to new ideas, embrace feedback
  • Ability to build effective relationships with internal stakeholders (Essential)
  • People-oriented and good interpersonal skills to build effective relationships
  • Maintain calmness under pressure with the ability to empathize and identify with our mission, purpose, and values
  • Ability to quickly understand the problem and develop creative and workable solutions
  • Able to plan well and prioritize work
  • Balancing the need to engage in a positive customer relationship and deliver in line with personal and team KPIs (Strong)
  • Willing to understand and work with newly added features/tasks, given that as a Tech company we are constantly working on developing new products or perfecting existing ones (Strong)

Accommodation Requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.


Expedia Group's family of brands includes: Expediareg;, Hotels.comreg;, Expediareg; Partner Solutions, Vrboreg;, trivagoreg;, Orbitzreg;, Travelocityreg;, Hotwirereg;, Wotifreg;, ebookersreg;, CheapTicketsreg;, Expedia Group Media Solutions, Expedia Local Expertreg;, CarRentals.com, and Expedia Cruises.

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