Job Details
Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.
Why Join Us?
To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.
We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.
Client Solutions Specialist
Travel Partnerships and Advertising helps partners, including hotels, vacation rentals, airlines, destination marketing organizations (DMOs) and more, deliver excellent traveler and B2B experiences. We drive growth for our partners and the Expedia Group marketplace through competitive supply and our leading advertising and travel media network.
Introduction to the team:
Escapia is the industry leading Property Management Software for professional vacation rentals managers. Part of the Expedia Group Inc, you will be part of a dynamic and nimble brand within the broader corporation. You will work closely with our Client Solutions Managers, continually building and maintaining client relations. Reporting directly to the General Manager, you will play a vital role in retention and client growth, also working with all other Escapia teams including marketing, support, sales, product and technology.
Make an Impact!
The Client Solution Specialists are key to promoting and developing a high level of engagement with Escapia’s software customers. This role is focused on driving customer retention, satisfaction, and soft sales through proactive relationship management and strategic engagement. The ideal candidate will be a trusted advisor to our customers, helping them maximize value from our products and services while ensuring long-term partnership success.
Your primary responsibility is to work collaboratively with Escapia property managers to gather feedback, provide guidance, answer questions, and positively impact the overall relationship between the company and the customer. You will continuously interact with customers to ultimately increase retention and provide valuable insights to further the Escapia product and future development. Interactions with customers are a mix of emails, phone calls, webinars, conferences, and other opportunities where property managers wish to interact with Escapia.
Driven and focused, you are a taskmaster who loves working with people. You are diligent, thorough, and can break down technical concepts and complex discussions into simple solutions. You are able to take positive and negative feedback and find ways to turn that feedback into opportunities.
In this role, you will:
Strategic Goal Setting
Align goals with leadership and Escapia’s strategic objectives to support overall business growth
Customer Engagement & Success
Serve as the primary point of contact for assigned customer, guiding them through their success journey
Establish performance goals with partners, develop actionable plans, and secure commitment for adoption and usage
Conduct regular check-ins with key customers to gather feedback, share updates, and ensure satisfaction
Proactively monitor customer health metrics and intervene to maintain strong relationships
Retention & Growth
Drive customer retention by understanding client goals and delivering tailored solutions
Support soft sales initiatives including win-back programs, referrals, and cross-sell opportunities with Vrbo
Assist with contract negotiations, renewals, and service optimization
Cross-Functional Collaboration
Partner with Sales, Product, Engineering, Marketing, and Support teams to resolve customer concerns and advocate for customer needs
Participate in product discovery calls and feedback loops to ensure alignment with customer requirements
Product Enablement & Optimization
Educate customers on new product features and best practices to enhance operational efficiency
Collaborate on continuous optimization efforts, recommending configuration changes and improvements
Customer Volume Management
Manage a high volume of clients through multiple consultations daily, maintaining quality and consistency
Event Participation
Represent the company at conferences and in-person events attended by our customers
Experience and Qualifications:
2 to 4 years of sales, client services, or account management experience
Knowledge of vacation rental industry and/or property management software is a plus
Knowledge to the use of Salesforce and other CRM/BI systems
An affinity for action and self-initiative
Strong client communication skills (both verbal and written)
Superb organization and time management skills, self-discipline
Demonstrated ability to balance a variety of activities to drive a high-volume of partner interaction
Ability to resolve conflict or dissatisfied customers
A reputation for follow-up and persistence in challenging situations
Authentic relationship skills that earn the confidence of others
Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.
Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits.
Accommodation requests
If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.
We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.
Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50
Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.
Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.