Client Delivery Specialist

We believe that we are better together, and at Tripadvisor we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.

 

The Client Delivery Specialist will support our high performing sales team with many of the processes and tools that they need to be effective and efficient at their jobs, including, order processing, support, validation, system troubleshooting, sales tool set-up, and other sales support-related tasks. The successful candidate will also provide customer sales support, responding to sales and product related inbound questions from customers and SMB and Enterprise Account teams.This role requires a proactive, motivated, and highly organized person who is able to work well in a fast-paced, team-oriented environment. The ideal candidate will have excellent verbal and written communication skills, have an excellent eye for detail to ensure compliance is met, and be proficient with Microsoft Excel, Microsoft Outlook and Salesforce.com.

 

What You’ll Do

Support the global sales teams, covering the following responsibilities:

• Provide front-line support for Salesforce & Oracle billing system errors, contract validation, and product activation
• Provide back-end Operational Support including:
  • Processing orders including offline orders with Special Terms
  • Processing product cancelations as necessary
  • Reviewing and sharing ad-hoc customer reports
  • Collaborating with Finance to fix billing errors, process refunds, and any other projects they need support with
  • Facilitate the resolution of customer issues raised by Sales by escalating to internal teams
• Act as a regional Salesforce subject matter expert to ensure that sales reps are following globally consistent CRM processes. This may include onboarding and reinforcement training.
• This individual will also play a large part in testing for new Salesforce releases and bug resolution.
• Troubleshoot issues related to customer-used products and work with Product and Engineering teams to resolve
• Provide Customer Sales Support including:
  • Manage customer requests and assign to account owners for follow up
  • Document processes related to inbound request handling
  • Act as subject matter expert in Customer Service policies, and assist with sales-requested customer service escalations
• Provide regional tool support & education to SMB and Enterprise Account teams, including new account creation, and new hire support
• Create process how to guides/playbooks/”wikis” for Sales
• Publish communications and updates to global sales
• Identify inefficiencies in processes and make structured recommendations to improve efficiency

 

Skills & Experience

• At least 2 years of experience in sales administration and/or order management
• Fluency in English, a second language is desirable
• Strong organizational skills, with sound written and oral communication skills
• Strong attention to detail
• Self-starter with proven hands-on approach and the ability to multi-task and think creatively
• Work collaboratively in a team environment
• Sound working knowledge in Salesfore.com (or similar customer management software)
• Proficient in Microsoft Office, in particular Excel and Outlook
• Hotel or travel experience would be an advantage, but not essential

In addition, the ideal candidate will demonstrate the following competencies

• Proactive and positive attitude to work
• Flexible and open to change; adapts behavior and work methods accordingly
• Helps team to achieve goals by fostering team cooperation
• Embraces new initiatives, thinks creatively and exceeds goals
• Can be relied upon to ensure that allocated projects are completed in an appropriate and timely manner
• Identifies and analyzes problems; distinguishes between relevant and irrelevant information; escalates issues  as required
• Clear communication through expression of facts and ideas in a clear, convincing and organized manner
• Works effectively with other departments throughout the organization 

 

 

If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to AccessibleRecruiting@tripadvisor.com and let us know the nature of your request . P