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Job Description
Enterprise Account Support Specialist role at Expedia Group involves nurturing relationships with strategic partners, providing exceptional support, and driving engagement with products and services.
You will be the primary point of contact for strategic partners and high-value clients, building and maintaining strong relationships. Your responsibilities will include:
- Providing service support via inbound and outbound phone support, email, and chat
- Dedicated partner liaison: serving as the primary point of contact for strategic partners and high-value clients
- Strategic support: providing personalized, high-touch support to partners and clients, understanding their unique needs and challenges
- Product knowledge: developing an in-depth understanding of Expedia Group's products and services to offer expert guidance and assistance to partners
- Acting as SPOC support for internal VR Account Management teams on general service issues, retaining ownership and ensuring appropriate communication until issue is resolved
- Recommending OPPYs to high-value partners to drive their property listing(s) performance revenue, advising on best use of products, tools, and marketplace standards
- Delivering outbound campaigns relevant to market performance for unassigned accounts not managed by VR Partner Success
- Being the primary point of contact for tier-1 integrated tool and technical issues
- Analyzing and diagnosing severity levels by following appropriate procedures to identify root cause
- Escalating complex tier-2 technical/tool issues while owning communication with customer and partner-success teams until issue is resolved
- Providing integrated tool onboarding for existing non-integrated customers by project managing integration requests from internal partners, seeing the process through to completion
- Acting as premium/key account support for internal partner-success teams to integrate tool issues
- Sharing feedback with leadership and channel teams for new ideas on how to reduce customer effort, simplify how we do business, delivering exceptional customer experience
- Maintaining marketplace standards by identifying potential violators, collaborating with internal teams to educate customers on correct behavior and create an environment of trust, health & safety
- Supporting internal stakeholders by attending customer review meetings and PMSC events, providing customer education and data insights
- Feedback collection: gathering feedback from partners and clients to understand their needs, preferences, and potential pain points
- Using this feedback to drive product and service enhancements
- Supporting English-speaking customers
Key skills and qualifications include:
- Strong business verbal, written, questioning, and listening skills in English (essential) and Portuguese/Spanish (desired)
- Background in customer support, B2B account management, or technical support
- High attention to detail and ability to interpret data providing customer recommendations
- High standard of computer literacy, experience with CRM systems, HTML, XML, browser technologies, and software integration (desired)
- Growth mindset, open to new ideas, and embracing feedback
- Ability to build effective relationships with internal stakeholders
- People-oriented and good interpersonal skills to build effective relationships
- Maintaining calmness under pressure with the ability to empathize and identify with Expedia Group's mission, purpose, and values
- Ability to quickly understand the problem and develop creative 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
- Willing to understand and work with newly added features/tasks
About Expedia Group:
Expedia Group powers travel for everyone, everywhere through its global platform. Driven by the core belief that travel is a force for good, Expedia Group helps people experience the world in new ways and build lasting connections. The company provides industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers.