Technical Partner Advocate

To successfully support the company’s growth in Europe, HomeAway is seeking a talented Technical Partner Advocate.

You will be a member of the Global Partner Services 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, Partner Success team, 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 Partner Success team, 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 French and English
- Strong and proven experience in client services, implementation management, or similar field
- Experience working with cross-functional teams, including Product, Development, Product Marketing, and Partner Success team
- 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
 

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