Technical Client Success Specialist - Fluent German

Have you ever had the opportunity to impact the lives of millions of people in a meaningful way and help them enjoy time away with their friends and families building memories? That is what we do here at HomeAway.com. We are the leading vacation rental website in the world with more than 1.2 million properties listed. We have millions of visitors to our site per year and serve more than one million page views per month. Our mission is to make every vacation rental in the world available to every traveler in the world through our online marketplace.

To successfully support the company’s growth in Europe, HomeAway is seeking a talented Technical Client Success Specialist - Fluent German.

You will be a member of the Client Solutions team and manage Integrated Property Manager (IPM) account optimization. This position is responsible for maximizing IPM performance through the identification of issue drivers and development of comprehensive coaching plans.


Responsibilities:

- Manage various channels in order to identify Integrated Property Managers (IPMs) that need consultation, based on performance across various metrics
- Research drivers of performance and identify root causes behind concerns noted by a PM customer, Sales, and/or reporting
- Provide explanations and create detailed action plans for the PM customer that include coordinated issue resolution across internal teams, behavioral modification, and/or technical instruction/training, depending on the scenario
- Implement proactive issue solutions for target IPM customers, in coordination with Sales, software partners, Integrated Solutions, and Product teams
- Provide recommendations and guidelines about listing on HA sites; work with PM customer to ensure compliance; train on products available and provide insight on performance enhancement techniques
- Act as the liaison between the IPM and internal teams
- Track and provide data on KPIs for IPM performance improvement across multiple checkpoints, as well as customer satisfaction
- Keep a pulse on new product and service launches, as well as industry solutions, which help increase customer performance
- Offer process feedback and actively participate in continuous improvement initiatives
- Project manage other IPM-related team and business projects, working with cross-functional internal teams (Product, Integration Solutions, Business Development) to create and execute project plans


Requirements:

- Fluent in English and German
- Strong and proven experience in client services, implementation management, or similar field
- Experience working with cross-functional teams, including Product, Development, Product Marketing, and Sales teams
- Experience establishing KPIs, reporting on results, and adjusting procedures to improve results
- Detail-oriented, quality-focused, organized self-starter
- Excellent oral and written communication skills; able to communicate with our 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 judgments based on information available
- Familiar with or able/willing to quickly learn multiple internal systems
- Experience with Excel necessary; experience with Salesforce.com, issue-tracking software (JIRA, Rally, etc.), and with XML preferred
- Bachelor’s degree


What do we have to offer?

You will join a first class Client Solutions team in one of the most successful online pure-player company.
You will be part of the HomeAway® team in our offices in London.

Based in Victoria, with The Queen as a neighbor, we are proud to say without a doubt that you will work in a modern office environment with THE Best Views of London: No more sightseeing needed for you.

In addition to an attractive salary with annual targeted bonus, we offer regular social gatherings like our monthly “HomeAway Bar”, chill-out and lunch areas and a range of other benefits including free drinks, snacks/fruit and breakfast.

- 25 days annual leave + Bank Holidays
- Team nights out – go karting, bowling, table tennis, dinner, drinks etc
- Relaxed Dress Down; every day is Dress Down Friday
- Excellent on the job training and on-going core skills development
- Life assurance
- Child care vouchers
- Private Health Care
- Access to pension scheme
- Salary Protection scheme
- Annual appraisal and salary review
 

After applying to this opportunity, you will go through an initial phone interview before being invited to meet our Client Solutions team.

For more information about HomeAway, please visit www.HomeAway.com
Check us out on https://www.themuse.com/companies/homeaway/office/london

To let us know you are interested, click apply.
We look forward to welcoming you to our team!



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