Manager, Account Management

1 week ago

Sydney, New South Wales, Australia Vrbo Full time

Manager, Account Management (Sydney)


We are offering a full time opportunity for a Manager, Account Management for the SMB team within the Partner Success team for Vacation Rentals.

The Manager's primary goal is to lead and directly manage a team of account managers who work to efficiently enable our Vrbo Small to Medium Business Partners to achieve their goals and enhance the traveler experience.

They coach and train their team to conduct high-quality consultations with partners, using marketplace data to improve booking conversion and bookings growth.

Managers recruit, develop, and motivate experienced customer facing teams, and act as a liaison to senior leadership and other teams within Expedia Group on behalf of Partner Success Vacation Rental in Australia and New Zealand.


What you will do:

  • Hold regular 1:1s with team members, assess performance, and provide feedback
  • Facilitate training needed to continually enhance communication, persuasion, objection handling, and shared accountability with our partners
  • Evaluate each team members' monthly/quarterly business plans to build, retain, and optimize vacation rental supply in targeted markets
  • Ensure that all team members meet or exceed all activity standards
  • Directly manage partner concerns and feedback, and help to resolve all issues with a strong sense of ownership and care
  • Help prioritize and triage partner and traveler issues with the appropriate Support, Development, and Product teams necessary for resolution
  • Provide timely feedback to senior management regarding partner performance, product feedback and insights, and any system or tool issues from our partners
  • Partner with operational, administrative, and learning and development teams to improve daytoday practices, strategic outreach, operational tools, and marketplace reporting for the account management team

Who you are:

  • Proven track record within Customer Success, Account Management, Client Services or B2B sales experience
  • Experience with managing Account Management or Customer Success teams, with eCommerce or B2B products
  • Proficient in Microsoft Office, SalesForce, and Tableau
  • Knowledge of the vacation rental and hospitality industry is a plus
  • Communication: actively provide guidance to ensure the team listens effectively and can deliver strong messaging that resonates well with partners
  • Relationship Management: lead with experience and exemplify how to positively manage all internal and external relationships
  • Partner Advocacy: drive strategic, forwardlooking initiatives that create positive outcomes for all by gathering and relaying valuable information between partners and internal teams
  • Planning and

Quality Delivery:
set clear objectives, provide strategic guidance, present with excellence, and motivate and inspire team members to do the same

  • Data Driven Leadership: understand data well enough to challenge it when monitoring team and portfolio performance; identify risks and marketplace opportunities for the team based on data analysis
  • Expertise Development: successfully demonstrate and develop indepth customer success expertise across the entire organization
  • Continuous Improvement and Agility: translate changes and improvement opportunities into clear tasks; encourage innovation, use results and feedback to refine strategies and improve outcomes
  • Collaborative Partnership: proactively identify, propose, and lead crossteam improvement programs and establish coalitions of support using strong business cases
  • People Management: offer guidance and coaching where needed; actively support professional development; exemplify openness, transparency, and advocacy

About Expedia Group
2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners.

CST:
Expedia iscommittedto creating an inclusive workenvironmentwith a diverse workforce.

All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

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