Overview
Expedia Group brands power global travel for everyone, everywhere.
We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners.
Our diverse, vibrant, and welcoming community is essential in driving our success.
Why Join Us?
To shape the future of travel, people must come first.
Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.
We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees\' passion for travel and ensure a rewarding career journey.
We're building a more open world.
Join us.
What you'll do
Hold regular 1:1s with team members, assess performance, and provide feedback
Forecast business projections based on documented pipeline, opportunity and trends
Create and manage pipeline and territory coverage plan
Manage team KPIs
Facilitate training needed to continually enhance communication, persuasion, objection handling, and shared accountability with our partners
Evaluate each team member\'s monthly/quarterly business plans to build pipeline in order to achieve quarterly sales targets
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 day-to-day practices, strategic outreach, operational tools, and marketplace reporting for the account management team
Demonstrate business acumen, strong knowledge of products, e-commerce pipelining, monetization and optimization, process improvement and a solutions-based approach to challenging problems
Organize and attend team participation in industry-related events
Manage special projects as needed
Develop high-potential team members into future Expedia Group leaders
This role follows our hybrid work model, with three in-office days each week.
While we value flexibility, this schedule is a set part of the position
Who you are
Bachelor's degree in a related field; or equivalent related professional experience
Proficient in English, with a strong preference for fluency in German, French, Spanish, or Italian
6+ years of Customer Success, Account Management, Client Services or B2B sales experience
3+ years of 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
You are open to feedback and enjoy teaching, coaching and helping team members with professional development
You provide guidance to team on communications skills and adjust communications style based on team sentiment; you act as a champion for your team in front of internal stakeholders
You craft and implement strategies for Expedia Group to improve relationships with partners and actively provide feedback and coaching to teams on relationship management skills
You drive initiatives that create "win-win" situations and mentor team on how to improve partner interactions and encourage Partner Advocacy
You set clear objectives, provide strategic guidance and leverage the strengths of each team member and motivate and inspire them
You use data to track KPIs and goals and identify risks and opportunities to team performance based on data analysis
You demonstrate and develop in-depth customer success expertise across the entire organization
You translate changes and improvement opportunities into clear tasks; you are familiar with and can quickly learn agile principles and encourages innovation; refine strategies and tactics based on results and feedback
You proactively identify, propose, and lead cross-functional improvement projects and build coalitions and support for business cases
Actively provide guidance to ensure the team listens effectively and can deliver strong messaging that resonates well with partners
Lead with experience and exemplify how to positively manage all internal and external relationships
Drive strategic, forward-looking initiatives that create positive outcomes for all by gathering and relaying valuable information between partners and internal teams
Set clear objectives, provide strategic guidance, present with excellence, and motivate and inspire team members to do the same
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
Proactively identify and lead cross-team improvement programs and establish coalitions of support using strong business cases
Offer guidance and coaching where needed; actively support professional development; exemplify openness, transparency, and advocacy
Accommodation
Accommodation requests
If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.
Equal Opportunity
We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.
Expedia Group\'s family of brands includes: Brand Expedia, Hotels.com, Expedia Partner Solutions, Vrbo, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Group Media Solutions, Expedia Local Expert, CarRentals.com, and Expedia Cruises.
2024 Expedia, Inc.
All rights reserved.
Trademarks and logos are the property of their respective owners.
CST:
Employment opportunities and job offers at Expedia Group will always come from Expedia Group\'s Talent Acquisition and hiring teams.
Never provide sensitive, personal information to someone unless you\'re confident who the recipient is.
Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact.
Our email domain is @expediagroup.com.
The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.
Expedia is committed to creating an inclusive work environment with 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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