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Vrbo Connectivity Account Manager
The Connectivity Account Management team (part of the Vrbo Connectivity Operations Team within the Global Connectivity and Solutions Org) is looking for an Account Manager to grow, optimize and improve the quality of the Property Management Software (PMSC) portfolio.
This role will have a particular focus on the EMEA region, however, it will also have global aspects as required. The position involves a combination of Account Management and Strategic Alignment.
The Account Manager will maintain and develop a portfolio of approximately 20 PMSC partners; The focus of the role will be to nurture existing relationships through strategic planning, acting as a trusted point of contact and taking ownership of customer issues. There also be some negotiations involved for smaller accounts.
**What you’ll do**:
- Measure and track key performance indicators (e.g., Customer penetration, Incremental listing and revenue generation) across assigned partner portfolio and identify opportunities to grow revenue and listings
- Conduct cross functional Quarterly Business Reviews with selected partners. Coordinate with different internal teams that support PMSCs to create and present analysis, business insights and key recommendations which can guide partners on how to improve their overall performance.
- Compute quarterly partner financial incentives and evaluate partners in portfolio for tier-levels and benefits
- Work closely with Vrbo Marketing teams to design and implement effective co-marketing campaigns
- Collaborate with Vrbo Partner Success teams to achieve high levels of inventory participation for each partner
- Oversee planning, organization, content creation for partner summits to ensure Vrbo is well represented and work with internal stakeholders to deliver valuable content to attending PMs
- Serve as the primary point of contact for critical issues and escalations that affect the partnership and PMSC performance. Resolve any business challenges while ensuring partner compliance
- Help facilitate the integration process through pre-integration business assessment and due diligence, integration program management and issue resolution, and post-integration launch
- Collaborate with Technical Relationship Management (TRM) team to set and get PMSCs to commit to technical priorities on a quarterly basis
- Take responsibility, alongside TRM’s for partners being up-to-spec with latest API integration and devising ways to assist those partners that are struggling
- Work with internal teams to continually educate PMSCs on ways to improve the quality of their PM portfolio e.g. reviews, Premier Partner, cancellation rate and help facilitate webinars/newsletters/joint education opportunities to support the same
- Continuously evaluating portfolios to ensure partners strive towards Connectivity Partner Program standards and take appropriate action to help them achieve these
- Strategic Alignment within Vrbo/Expedia
- Ensure partners and their PMs are aligned to compliance of marketplace rules and policies
- Liaise with internal teams to develop and execute campaigns to support Vrbo’s strategic initiatives across PMSC portfolio
- Collaborate with product/API teams to help create and communicate value proposition for new products and features to boost adoption
- Unlock supply in grow/build markets identified by Partner Success through building strategic software partnerships (lower cost alternatives)
**Who you are**:
- Successful account management, problem-solving and relationship-building experience
- Strong public speaking/presentation skills
- Program/Project management background
- The capability to lead highly complex, cross-department projects and teams
- Strong critical thinking, analytical skills and report building capabilities
- Ability to work comfortably with data and analytical tools such as Excel, Tableau
- College/University degree preferably business degree
- Experience in consumer products and/or technology/web/eCommerce
- Experience in business development within a web based B2B environment a strong plus
- Ability to understand the “big picture, quickly identify key issues, and prioritize analysis
- A high tolerance for ambiguity with the aim to take action despite incomplete information
- Excellent analytical skills to drive analysis with or without the aid of additional resources
- High proficiency with MS Tools such as Excel and PowerPoint
- The ability to communicate complex business problems and insights to a wide audience
- Strong social, communication and presentation skills
- Demonstration of Negotiating or influencing skills
- Technical understanding of integration technologies and management software such as XMP and APIs is desired
- Experience with agile workflow and technologies such as Salesforce, JIRA, Atlassian
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