Manager, North America Partner Success

| Austin

Expedia

The Manager’s primary goal is to lead and manage a team to develop and grow relationships with our partners to maximize profitability and growth in line with HomeAway goals and values. The Manager coaches and trains their team to engage in high-quality, data-driven consultations with partners that persuade partners to take mutually-beneficial actions to improve conversion and grow bookings. Managers prioritize activities that maximize business value and motivate the team to achieve and exceed KPI targets. Managers are also involved in recruiting and developing high-potential talent, and serve as a liaison between their team and PS leadership and other internal HomeAway departments

What you’ll do:

  • Conduct monthly 1:1s with team members, audit their calls and provide feedback.
  • Perform “sit-in” coaching on a regular schedule and facilitate training sessions as required to assist the training team
  • Handle customer escalations, resolve issues with technology or processes, drive daily KPIs and Net Booked Value and moderate feedback forums
  • Set example for team in areas of personal character, commitment, organizational and selling skills, and work habits.
  • Recruit, staff & evaluate talent.
  • Establish plans and strategies to expand the customer base.
  • Contribute to the development of training and educational programs for team
  • Develop monthly/quarterly business plans and strategies for the team in order to achieve quarterly targets and ensure attainment of company goals
  • Assist in the development and implementation of product & marketing plans as needed.
  • Conduct one-on-one review with all team members to build more effective communication, to understand training and development needs, and to provide insight for the improvement of performance.
  • Provide timely feedback to senior management regarding performance, system and tool issues and product feedback and insights from our customer base
  • Assist in the requirement gathering, configuration and troubleshooting of call center tools and order management systems.
  • Review and assist in the creation of incentive plans and SPIF programs.
  • Ensure team adherence to all company policies, procedures and business ethics codes and ensure that they are communicated and implemented within the team.
  • Ensures that all team members meet or exceed all activity standards.
  • As appropriate, delegate authority and responsibility with accountability and follow-up
  • Act as a key point of contact for marketing, product and customer service activities and programs.
  • Demonstrate ability to interact and cooperate with all company employees.


 
Who you are:

  • Bachelor’s Degree
  • Proficient in English
  • 6 years of B2B sales, client services, or account management experience
  • 3+ years of managing Account Management or Client Success teams preferably with eCommerce products
  • Proficient in Microsoft Office
  • Knowledge of SalesForce or other CRM systems
  • Knowledge of Tableau or other BI platforms
  • Knowledge of the vacation rental industry is a plus
  • Communication: you provide guidance to team on communications skills and ensure team is utilizing strong and effective messages that resonate with partners
  • Relationship Management: you serve as an expert on managing relationships
  • Partner Advocacy: you drive strategic, forward-looking initiatives that create “win-win” situations; mentor team on how to improve partner interactions and encourage Partner Advocacy within team
  • Planning and Quality Delivery: you set clear objectives, provide strategic guidance and leverage strengths and weaknesses of each team member and motivate and inspire them
  • Data Driven Business Acumen: you use data to track KPIs and goals and identify risks and opportunities to team performance based on data analysis; conduct analysis to identify strategic opportunities
  • Expertise Development: you demonstrate ability to develop in-depth expertise; leverage previous experience and expertise as a leader in a similar role by sharing best practices with team; work with training & development and HR to develop relevant training for team
  • Continuous Improvement and Agility: 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
  • Internal collaboration: you proactively identify, propose, and lead cross-functional improvement projects and build coalitions and support for business cases
  • People Management: you enjoy teaching and coaching others and helping team members with professional development; you are open to feedback and maintain openness and transparency with teams


If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.


Benefits & Perks:

  • Competitive health and insurance benefits
  • Competitive salary
  • Annual target bonus or commission
  • Paid vacation and sick time
  • Employee Stock Purchase Program
  • Free snacks and beverages
  • Frequent company update talks with our leadership team
  • Free listing on HomeAway.com
  • Electronic, adjustable stand-up desk
  • Casual dress


Why join us:

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.


Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.


Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.


About HomeAway:

HomeAway, a world leader in the vacation rental industry, is the place to book beach houses, cabins, and condos with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations. HomeAway is part of the Expedia Group family of brands.

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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • SalesforceCRM

Location

HomeAway has six offices in the Austin area with a 16-story global headquarters under construction at the Domain set to open in 2019.

An Insider's view of HomeAway

What’s the vibe like in the office?

Some of us have been working together for 5+ years and have been there for each other during engagements, births, divorces…you name it. They have truly been my second family and my coworkers are the best part of coming to the office every day.

Amanda

Director, B&B Sales and Supply

What projects are you most excited about?

As a Software Engineer, I’m excited to rebuild an old JavaScript and jQuery STAB component into a new React based component. The goal is to update this component to our new tech stack so when consuming applications move to using Catalyst based applications we can ease the integration process.

Juliana

Advertising Account Executive

What makes someone successful on your team?

Being a successful finance person means being a strong business partner and not only understanding what is happening throughout the business but also being insatiably curious about it. It’s not enough to just know math, or know the numbers; you need to know where those numbers come from, how they get there and what's driving that result.

Sharon

Sr. Director Global Finance Operations

How do your team's ideas influence the company's direction?

The Talent Acquisition team is always pitching innovative ideas at our 120-day planning sessions that directly impact the company and recruitment experience. It’s amazing to see how quickly we’re able to implement new ideas every 120 days and measure the results. We’ve seen everything from employee referral reform to self-defense classes in Austin.

Marisela

Director, Global Talent Acquisition

What projects are you most excited about?

I'm on a team that's investigating the integration of react-native into our existing mobile app and my focus is primarily on bridging our existing native analytics packages into the react-native side of things. This allows us to adapt and improve based on what customers do while using our product,

Andrew

Software UI Engineer

What are HomeAway Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
HomeAway offers up to 20 weeks of paid parental leave (yes, dads, too!) for eligible new parents with at least 1 year of service.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
9 paid holidays + 2 floating holidays you can take any time during the year.
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

We were recognized by the Austin American-Statesman for having the most generous parental leave in Austin!

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