Technical Partner Advocate
About Us:
Have you ever had the opportunity to impact the lives of millions of people in a meaningful way and help them enjoy time away with their friends and families building memories?
That is what we do here at HomeAway.com, an Expedia Inc. company. We are the leading vacation rental website in the world with more than one million online bookable vacation rentals. Our mission is to make every vacation rental in the world available to every traveler in the world through our online marketplace and we're committed to helping families and friends find the perfect vacation rental to create unforgettable travel experiences together.
Description:
The Technical Partner Advocate is a member of the Partner Services team and manages Integrated Property Manager account optimization. This position is responsible for maximizing IPM performance through the identification of issue drivers and development of comprehensive coaching plans.
Responsibilities:
-Manage various channels in order to identify Integrated Property Managers (IPMs) that need consultation, based on performance across various metrics
-Research drivers of performance and identify root causes behind concerns noted by a PM customer, Sales, and/or reporting
-Provide explanations and create detailed action plans for the PM customer that include coordinated issue resolution across internal teams, behavioral modification, and/or technical instruction/training, depending on the scenario
-Implement proactive issue solutions for target IPM customers, in coordination with Sales, software partners, Integrated Solutions, and Product teams
-Provide recommendations and guidelines about listing on HA sites; work with PM customer to ensure compliance; train on products available and provide insight on performance enhancement techniques
-Act as the liaison between the IPM and internal teams
-Track and provide data on KPIs for IPM performance improvement across multiple checkpoints, as well as customer satisfaction
-Keep a pulse on new product and service launches, as well as industry solutions, which help increase customer performance
-Offer process feedback and actively participate in continuous improvement initiatives
-Project manage other IPM-related team and business projects, working with cross-functional internal teams (Product, Integration Solutions, Business Development) to create and execute project plans
Qualifications:
-Detail-oriented, quality-focused, organized self-starter
-Excellent oral and written communication skills; able to communicate with our PM customers and partners in a way that serves our reputation, letting them understand how much we value their business and the experience of our travelers
-Proactive problem solver who can identify complexities and maintain ownership of processes and issues
-Flexible and comfortable with changes to processes; ability to self-direct, as necessary, and make good judgments based on information available
-Experience establishing KPIs, reporting on results, and adjusting procedures to improve results
-2-4 years of experience in client services, implementation management, or similar field
-Experience working with cross-functional teams, including Product, Development, Product Marketing, and Sales teams
-Familiar with or able/willing to quickly learn multiple internal systems
-Experience with Excel necessary; experience with Salesforce.com, issue-tracking software (JIRA, Rally, etc.), and with XML preferred
-Bachelor’s degree