Partner Success Account Manager, Mid-Market

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Partner Success Account Manager, Mid-Market

The Partner Success Account Manager (PSAM) is key to promoting and developing a high level of engagement with Vrbo’s Property Managers. You will work collaboratively with partners to achieve success in their partnership with Vrbo, while ensuring they have a best-in-class experience with our brand. Your primary focus is to improve the productivity and results from participating in Vrbo’s marketplace by growing net booking value from the partner’s listings. You will continuously work to maximize the production potential in the Vrbo marketplace by utilizing and sharing unique data insights, trends, marketing materials, product developments, distribution, and revenue management tools with Partners.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

What you’ll do:

• 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

• Understand and execute on outbound company campaigns

• Analyze and prioritize your pipeline, outbound activity, and continuously find ways to optimize your portfolio management strategy

• As an individual contributor, execute effectively based on KPI metrics (targets, goals and/or strategic objectives) set by leadership

• Manage listing retention and drive Partner participation expansion within high demand and compression periods to satisfy traveler’s pressing needs

• Establish performance goals in conjunction with PM partners, develop action plan, secure commitment, drive achievement to goals

• Provide relevant data insights and superior consulting services to partners (revenue management advice, define marketplace opportunities and define best practices)

• Establish credibility and relevance with partners by delivering trends, data and market insights in an easy-to-understand manner to inform Partner recommendations

• Drive content, rate, availability accuracy and competitiveness on the Vrbo sites to maximize booking conversion

• Educate partners on the self-service features available on Vrbo

• Support PM partner retention efforts through smooth onboarding of Vacation Rental Property Management partners

• 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.

• Gather feedback from partners regarding product enhancements and processes to drive Partner efficiencies and increase revenue

• Communicate feedback internally to help drive continuous improvement

• Create and deliver presentations to Partners and Peers

• Represent Vrbo in local markets, trade shows and industry events to build the company’s company profile with Partners

• Attend industry events and provide insights in face-to-face forums based on business needs

• Provide ongoing input to Senior Management in developing effective and scalable solutions to improve process efficiencies

Who you are:

• Bachelor's or Master's degree in a related field; or equivalent related professional experience

• 3+ years of experience in customer success or account management

• B2B, ecommerce or software consulting sales experience preferred

• Knowledge of the vacation rental industry is a plus

• Proficient in Microsoft Office

• Knowledge of Salesforce or other CRM systems and Tableau

• Communication: You adapt­­ communication style and manage difficult conversations and diffuse conflict

• Relationship Management: you understand partners and customize engagement approaches; you are able to diffuse difficult, high-pressure, or contentious situations quickly

• Willing and able to have direct and frank conversations with partners; you build rapport with Leadership Team and across Vrbo