Technical Partner Advocate

The Technical Partner Advocate is a member of the Partner Services team and handles Integrated Property Manager account optimization. This position is responsible for improving IPM performance through the identification of issue drivers and development of comprehensive mentorship plans.

RESPONSIBILITIES:
-  Lead 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 build 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 dedicated issue solutions for target IPM customers, in coordination with Sales, software partners, Integrated Solutions, and Product teams

-  Provide recommendations and guidelines about listing on HomeAway 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 critical metrics 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 run other IPM-related team and business projects, working with cross-functional internal teams (Product, Integration Solutions, Business Development) to create and execute project plans


QUALIFICATIONS:
-  Quality-focused, organized self-starter

-  Excellent oral and written interpersonal 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

-  Enthusiastic problem solver who can identify complexities and keep 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 establishing important metrics, reporting on results, and adjusting procedures to improve results

-  2-4 years of experience in client services, implementation management, or similar field

-  Experience working cross-units, including Product, Development, Product Marketing, and Sales teams

-  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

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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