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Job Description
Enterprise Account Support Specialist
Provide exceptional support to high-value partners and clients, ensuring they receive personalized assistance and guidance to maximize their engagement with our products and services.
About the Role
The Enterprise Account Support Specialist plays a pivotal role in nurturing and maintaining strong relationships with our strategic partners, providing dedicated support and assistance to help them achieve their goals.
Key Responsibilities
- Provide service support to Enterprise Partners via inbound and outbound phone support/email/Chat.
- Dedicated Partner Liaison: Serve as the primary point of contact for strategic partners and high-value clients, building and maintaining strong relationships.
- Strategic Support: Provide personalized, high-touch support to partners and clients, understanding their unique needs and challenges.
- Product Knowledge: Develop an in-depth understanding of our products and services to offer expert guidance and assistance to partners.
- Act as SPOC Support for internal VR Account Management teams on general service issues, retaining ownership and ensuring appropriate communication until the issue is resolved.
- Recommend OPPYs to high-value partners to drive their property listing(s) performance revenue, advising on the best use of our products, tools, and marketplace standards.
- Deliver outbound campaigns relevant to market performance for unassigned accounts not managed by VR Partner Success.
- Be the primary point of contact for tier-1 integrated tool and technical issues.
- Analyze and diagnose severity levels by following appropriate procedures to identify root cause.
- Escalate complex tier-2 technical/tool issues whilst owning communication with our customer and partner-success teams until the issue is resolved.
- Provide integrated tool onboarding for existing non-integrated customers by project managing integration requests from internal partners, seeing the process through to completion.
- Act as premium/key account support for internal partner-success teams to integrate tool issues.
- 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.
- 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 & safety.
- Support internal stakeholders by attending customer review meetings and PMSC events, providing customer education and data insights.
- Feedback Collection: Gather feedback from partners and clients to understand their needs, preferences, and potential pain points.
- Use this feedback to drive product and service enhancements.
- Support English-speaking customers.
About Expedia Group
Expedia Group powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections.