Enterprise Account Support Specialist, Expedia Group
Online travel shopping company
Open for applications
Online travel shopping company
1001+ employees
Open for applications
1001+ employees
Company mission
Expedia's mission is to power global travel for everyone, everywhere.
Role
Who you are
- Strong business verbal, written, questioning, and listening skills in English (Essential)
- Background in customer support, B2B account management or technical support motivation: highly motivated, focused, passionate about connecting to the customer through building strong rapport
- High attention to detail and the ability to interpret data providing customer recommendations
- High standard of computer literacy is essential, experience with CRM systems, HTMLS/XML browser technologies and software integration is desirable
- Classified listings/travel websites, online advertising, ecommerce, or additional languages; these are desirable but certainly not essential
- Growth mindset, open to new ideas, embrace feedback
- Ability to build effective relationships with internal stakeholders (Essential)
- People-oriented and good interpersonal skills to build effective relationships
- Maintain calmness under pressure with the ability to empathize and identify with our mission, purpose, and values
- Ability to quickly understand the problem and develop creativea 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 (Strong)
- Willing to understand and work with newly added features/tasks, given that as a Tech company we are constantly working on developing new products or perfecting existing ones (Strong)
What the job involves
- Provide service support to our Enterprise Partners via inbound and outbound phone support / email/ Chat
- 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
- Dedicated Partner Liaison: Serve as the primary point of contact for strategic partners and high-value clients, building and maintaining strong relationships
- Your primary responsibility is to ensure these partners receive exceptional support and assistance, helping them maximize their engagement with our products or services
- 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 our internal VR Account Management teams on general service issues, retaining ownership and ensuring appropriate communication until issue is resolved
- 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
- 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
- You will 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 issue is resolved
- Provide integrated tool onboarding for existing none-integrated customers by project managing integration requests from internal partners, seeing the process through to completion
- Act as premium/key account support for our 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
Our take
Expedia is an online travel agency. They enable users to access a wide range of services including airline tickets, hotel reservations, car rentals, cruises, vacation packages, and various attractions and services via the world wide web and telephone travel agents. Its primary web businesses include Expedia.com, Hotels.com, Hotwire.com, and Egencia.com.
Between 2021 and 2022, Expedia has been selling and merging a list of its sub-brands in a bid to simplify its operations, including Egencia and Classic Vacations. Due to plummeting share prices, mostly in the case of its sub-brands, Expedia has been leveraging its subsidiaries' customer base and merging them into the company’s core brand. Contrasting this move, Expedia has also been partnering with tech start-ups in a bid to make travel more accessible to underserved groups. Becoming Rentable, a travel company for the disabled is one of 12 startups that are part of Expedia Group’s new Open World Accelerator Programme.
What this indicates is Expedia’s shift from buying other travel companies and a move towards enhancing the experience of its preexisting customer base. This move is aiding in a long-term plan for greater long-term traveler loyalty, utilizing Expedia’s vast amounts of data, not just from reviews, but from check-in, cleanliness, communication, cancelations, etc to inform how guests experience a property.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Leisure Travel Reimbursement
- Travel Discounts
- Family & Friends Discount
- Employee Assistance Program
- Wellness Reimbursement
- Global Service Awards
- Business Travel Medical Insurance
- Matching Gifts
- Expert Medical Opinion
- New Parent Benefit
- Employee Stock Purchase Plan
Company values
- Force Simplicity
- Include Consciously
- Trust Each Other
- Go Get What's Next
- Choose Fearlessly
Company HQ
Interbay, Seattle, WA
Articles
Leadership
Peter M. Kern
(CEO, not founder)Has been a director of Expedia Group since completion of the IAC/Expedia Group Spin-Off and has served as Vice Chairman of Expedia Group since June 2018. Previously CEO of Tribune Media and Managing Partner of InterMedia Partners VII, LP, a private equity firm.
People progressing
Joined as Manager - Strategic Initiatives and has been promoted multiple times to Senior Manager - Strategic Initiatives after 1 year, to Director - Strategic Initiatives also after 1 year, and again to Senior Director - Strategy & Supply after 2 years. Now works as the Vice President of the Travel Agent Affiliate Program.
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