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    Enterprise Account Support Specialist - Dublin, Ireland - Expedia Group

    Expedia Group
    Expedia Group Dublin, Ireland

    1 week ago

    Default job background
    Full time
    Description

    Enterprise Account Support Specialist

    Do you want to be in a high pace, high energy workplace bent on revolutionizing the industry? Are you looking for a new challenge in an exciting environment that offers the agility of a start-up but with the resources of a multinational? We make it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations.

    The Enterprise Account Support Specialist/ Enterprise Partner support specialist position at Expedia Group offers, you will play a pivotal role in nurturing and maintaining strong relationships with our strategic and high-value partners. Your primary responsibility is to ensure these partners receive exceptional support and assistance, helping them maximize their engagement with our products or services.

    What you'll do:

    • 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
    • You will 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 none-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
    • Support our English & Spanish customers

    Who you are:

    • Strong business verbal, written, questioning, and listening skills in both English and Spani(essential) + key European language (Desired)
    • 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, HTMLS/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 creativea 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)
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