Implementation Specialist

Implementation Specialist - Fluent in Italian, Spanish and English

The Implementation Specialist is a member of the Global Client Solutions team and manages Property Management (PM) listings activations. Managed by the Implementation Manager,this position is responsible for client projects from discovery through completion.

Responsibilities: 

·        Responsible for almost all aspects of an activation/migration - as well as e-commerce enablement -project, including coordinating internal aspects of the project with the Pre Implementation Team and Integration Solutions Team;

·        Provide documentation and detailed explanations to customers about the HomeAway Activation Process;research customer account state, with assistance from the Pre-Implementation Team, and write the customer action proposal;

·        Activate the connection for the PM customers when they use a PM software solution already integrated; 

·        Manage integration go live periods, working closely with the Pre-Implementation Team,Engineering team, Account Managers, Partners, and PM customers;

·        Verify root case of implementation, integration, and migration issues reported by a PM customer during the Activation process; provide explanations and recommendations to the PM customer if the root cause is identified as being on their end;

·        Provide recommendations and guidelines about listing quality and e-commerce transactions; work with PM customers to ensure compliance; provide full listing quality review to help customer improve the quality and sort order ranking of their listings; 

·        Communicate with Account Managers, PM customers, and partners, as appropriate, and follow progress until full completion of the project and resolution of all issues;

·        Track and provide data on KPIs related to project duration and completion, as well as customer satisfaction.

 

Qualifications:

·        3-5 years of experience in implementation management, client services project management or engagement management;

·        Bachelor's degree;

·        Detail-oriented,quality-focused, and self-starter who takes initiative;

·        Technical experience and XML knowledge needed;

·        Excellent oral and written communication skills; able to communicate with our PM customers and partners in a way that serves our reputation, letting them understand how much we value their business and the experience of our travelers;

·        Proactive problem solver who can identify complexities and maintain ownership of processes and issues 

·        Flexible and comfortable with changes to processes; ability to self-direct, as necessary, and make good judgement calls based on information available; 

·        Experience establishing KPIs, reporting on results, and adjusting procedures to improve results; 

·        Ability to handle 40+client projects – at varying stages – at one time and stay on top of deadlines and customer deliverables;

·        Familiar with or able/willing to quickly learn multiple internal systems; 

·        Experience using Excel necessary; experience with Salesforce.com;  with issue-tracking software(Jira, Rally, etc.) a plus;

·        Fluency in English, Spanish and Italian are necessary.

 


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