Technical Client Success Specialist - Fluent Italian & Spanish

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 Italian/Spanish.


You will be a member of the Client Solutions team and manages Integrated Property Manager (BtoB Clients) account optimization. As a Technical Client Support Specialist, you will be responsible for maximizing Integrated Property Manager 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:

- A confirmed and proven of experience in client services, implementation management, or similar field
Fluency in both Italian and Spanish essential
- Experience with Excel necessary; experience with Salesforce.com, issue-tracking software (JIRA, Rally, etc.), and with XML preferred
- 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 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 judgments based on information available
- Experience working with cross-functional teams, including Product, Development, Product Marketing, and Sales teams
- Familiar with or able/willing to quickly learn multiple internal systems
- Bachelor’s degree


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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