Enterprise Account Support Specialist

<p>If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the <a href="https://careers.expediagroup.com/accommodation-request/" rel="noopener noreferrer" target="_blank">Accommodation Request</a><a href="http://lifeatexpediagroup.com/accommodation-request/" rel="noopener noreferrer" target="_blank"> form</a>. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.</p><p></p><p></p><p><u>Enterprise Account Support Specialist </u></p><p></p><p></p><p>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.</p><p></p><p>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.</p><p></p><p></p><p>What you'll do:</p><p></p><ul><li><p>Provide service support to our Enterprise Partners via inbound and outbound phone support / email/ Chat</p></li><li><p>Dedicated Partner Liaison: Serve as the primary point of contact for strategic partners and high-value clients, building and maintaining strong relationships</p></li><li><p>Strategic Support: Provide personalized, high-touch support to partners and clients, understanding their unique needs and challenges</p></li><li><p>Product Knowledge: Develop an in-depth understanding of our products and services to offer expert guidance and assistance to partners</p></li><li><p>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</p></li><li><p>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</p></li><li><p>Deliver outbound campaigns relevant to market performance for unassigned accounts not managed by VR Partner Success</p></li><li><p>Be the primary point of contact for tier-1 integrated tool and technical issues</p></li><li><p>You will analyze and diagnose severity levels by following appropriate procedures to identify root cause</p></li><li><p>Escalate complex tier-2 technical/tool issues whilst owning communication with our customer and partner-success teams until issue is resolved</p></li><li><p>Provide integrated tool onboarding for existing none-integrated customers by project managing integration requests from internal partners, seeing the process through to completion</p></li><li><p>Act as premium/key account support for our internal partner-success teams to integrate tool issues </p></li><li><p>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</p></li><li><p>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 &amp; safety</p></li><li><p>Support internal stakeholders by attending customer review meetings and PMSC events, providing customer education and data insights</p></li><li><p>Feedback Collection: Gather feedback from partners and clients to understand their needs, preferences, and potential pain points</p></li><li><p>Use this feedback to drive product and service enhancements</p></li><li><p>Support our English &amp; Spanish customers</p></li></ul><p></p><p></p><p>Who you are: </p><p></p><ul><li><p>Strong business verbal, written, questioning, and listening skills in both English and Spani(essential) + key European language (Desired)</p></li><li><p>Background in customer support, B2B account management or technical support motivation: highly motivated, focused, passionate about connecting to the customer through building strong rapport</p></li><li><p>High attention to detail and the ability to interpret data providing customer recommendations</p></li><li><p>High standard of computer literacy is essential, experience with CRM systems, HTMLS/XML browser technologies and software integration is desirable</p></li><li><p>Classified listings/travel websites, online advertising, ecommerce, or additional languages; these are desirable but certainly not essential</p></li><li>