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Related keywords
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- Account Success Manager
- Partner Account Manager
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- Partner Customer Success Manager
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Company | Expedia Group |
Address | Austin, TX, United States |
Employment type | FULL_TIME |
Salary | |
Category | IT Services and IT Consulting,Software Development,Travel Arrangements |
Expires | 2023-08-19 |
Posted at | 9 months ago |
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- As an individual contributor, execute effectively based on KPI metrics (targets, goals and/or strategic objectives) set by leadership
- Establish credibility and relevance with partners by delivering trends, data and market insights in an easy-to-understand manner to inform Partner recommendations
- Provide ongoing input to Senior Management in developing effective and scalable solutions to improve process efficiencies
- Educate partners on the self-service features available on Vrbo
- Drive content, rate, availability accuracy and competitiveness on the Vrbo sites to maximize booking conversion
- Communicate feedback internally to help drive continuous improvement
- Keep abreast of key demand/supply indicators, economic data, trends and competitive information within the designated strategic market of your customers at local, national and global levels.
- Represent Vrbo in local markets, trade shows and industry events to build the company’s company profile with Partners
- Communicate daily with a portfolio of high-level customers and act as their primary point of contact
- Deliver high quality and high quantity of calls at scale to achieve and exceed quarterly targets
- Manage listing retention and drive Partner participation expansion within high demand and compression periods to satisfy traveler’s pressing needs
- Support PM partner retention efforts through smooth onboarding of Vacation Rental Property Management partners
- Establish performance goals in conjunction with PM partners, develop action plan, secure commitment, drive achievement to goals
- Analyze and prioritize your pipeline, outbound activity, and continuously find ways to optimize your portfolio management strategy
- Gather feedback from partners regarding product enhancements and processes to drive Partner efficiencies and increase revenue
- Understand and execute on outbound company campaigns
- Provide relevant data insights and superior consulting services to partners (revenue management advice, define marketplace opportunities and define best practices)
- Create and deliver presentations to Partners and Peers
- Attend industry events and provide insights in face-to-face forums based on business needs
- Internal Collaboration: you work well with cross-functional teams and use and build internal network
- Knowledge of Salesforce or other CRM systems and Tableau
- Communication: You adapt communication style and manage difficult conversations and diffuse conflict
- You meet all team commitments and goals and demonstrate willingness and capability to take on additional tasks
- Relationship Management: you understand partners and customize engagement approaches; you are able to diffuse difficult, high-pressure, or contentious situations quickly
- You are bias-to-action by actively engaging and following up with stakeholders until issues are resolved; you represent partner perspectives at Vrbo
- Data Driven Business Acumen: you use software, data and tools to conduct analysis and derive insights
- You translate data and insights into actionable improvements or growth opportunities and customize analysis and explanation of insights for each partner
- Expertise Development: you build and maintain expertise in Vrbo offerings, the VR market, and general ecommerce practices
- Knowledge of the vacation rental industry is a plus
- Willing and able to have direct and frank conversations with partners; you build rapport with Leadership Team and across Vrbo
- You look for improvement and feedback; you embrace changes and maintain work effectiveness even with changes in tasks and priorities
- Planning and Quality Delivery: you prioritize and manage tasks with minimal assistance and direction
- Partner Advocacy: you demonstrate a “partner-first” and create “win-win” situations that bring value for both Vrbo and Partners
- 3+ years of experience in customer success or account management
- Continuous Improvement and Agility: you are willing to learn and adopt agile principles
- Bachelor's or Master's degree in a related field; or equivalent related professional experience
- Proficient in Microsoft Office
- B2B, ecommerce or software consulting sales experience preferred
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