Software Training Specialist

**Software Training Specialist - Property Management Software (Sydney)**

Vrbo has an exciting opportunity for passionate, high energy Software Training Specialists. Vrbo, a member of the Expedia Group family of brands, with its head office in Austin, Texas, is the world’s leading online marketplace of holiday rentals. We offer an extensive selection of holiday homes that provide travelers with memorable experiences and benefits, especially more room to relax, for less than the cost of traditional hotel accommodations. We also make it easy for holiday rental owners and property managers to advertise their properties and handle bookings online.

The Software Training Specialist is a member of the Vrbo Software Customer Experience (CE) team. This position is located in Australia and includes global work with the US team as such some travel and participation in some meetings outside of normal office hours may be required.

This person provides comprehensive implementation/on-boarding training, project management, and ongoing product support globally related to Vrbo’s software products for holiday rental operations. The Software Training Specialist is responsible for executing on all aspects of the implementation training process. This includes following training processes, direct training, and consulting with customers all while providing a positive customer experience. The Software Training Specialist also provides exceptional product support for our customers by responding quickly and effectively to not only resolve their issues, but also train them to get maximum value from Vrbo software. This person also acts as an advocate on the customers’ behalf as Vrbo continues to develop and improve software products.

In addition to software training and consulting, this position includes assisting in other implementation responsibilities, including monitoring projects for AU and NZ customers. Directly communicating with US project managers as well as AU and NZ customers regarding implementation progress is also a responsibility of this position.

**What you'll do**:

- Provide training/consulting services in multiple implementation training projects to enable customers to set up, learn, and use their new software
- Lead customer-facing sessions including business analysis, data migration and entry, business rules set-up, reservations and accounting training, Go Live readiness, and post-implementation consulting
- Work very closely with implementation Project Management Specialists on training issues and assists with customer communication and project follow-up, as needed
- Document implementation training issues and customer progress internally following team procedures
- Work closely with the US and AU teams to deliver a positive implementation and support experience
- Assist with developing and executing plans for customers with specific needs
- Identify and track software development issues in JIRA, as needed
- Plan and own execution of other related projects, as assigned
- Participate in team meetings and contributes to continual improvement in implementation and support
- Provide feedback and suggestions on products, issues, processes and procedures to improve efficiency and offer customers a better experience
- Work cross-functionally with other Vrbo teams including product, channel partners, and online content, as needed

**Who you are**:
You'd be great for this role if you have great skills around:

- Building Customer Loyalty: Effectively meet customer needs; build productive customer relationships; take responsibility for customer satisfaction and loyalty
- Communication: Clearly convey information and ideas through a variety of media in a manner that helps our customers understand and retain the message
- Resilience: Maintain stable performance under pressure or opposition (such as time pressure or job ambiguity); handle stress in a manner that is acceptable to others and to the organization
- Quality / Attention to Detail: Accomplish tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks
- Time Management: Effectively manage time and resources to ensure that work is completed efficiently. Detail-attentive, quality-focused, ability to work independently
- 3-5 years of experience in training, client services project management, or product support/engagement management, preferably in a software environment
- Ability to work with customers up to several months and keep implementation on track
- Ability to handle multiple customer projects at one time and ensure timely delivery of implementation training services and timely support case resolutions
- Ability to understand complex situations and contribute to successful resolution of issues, as needed
- Bachelor’s degree; or equivalent related professional experience. Experience with travel/holiday rental industry a plus

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