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Implementation Specialist
Expedia Group Austin, TX
$63k-82k (estimate)
Full Time 0 Months Ago
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Expedia Group is Hiring an Implementation Specialist Near Austin, TX

Implementation Specialist

As a Software Implementation Specialist, you will manage multiple projects for professional property managers who operate their vacation rental businesses using our SaaS products. These products provide our customers with the tools they need in order perform day-to-day operations, everything from accounting, to managing bookings, managing websites, housekeeping and much more.

Implementation Specialists take a partner approach to ensure a successful onboarding and launch of our software by setting clear expectations a from pre-implementation discovery through implementation completion and handoff to Product Support. This includes collaboration with others on the Implementation Team, our Training Team, API Team, and Customer Experience teams.

What you’ll do:

  • Follow team SOPs to deliver a standard, positive implementation experience to new Escapia customers

  • Serve as dedicated point of contact for implementation project results and coordination including software setup/configuration, scheduling training session, coordination with API support and third-party integrations as applicable

  • Communicate with the customer’s primary point of contact and team throughout the implementation project using Basecamp with additional documentation of communication following team SOPs

  • Engage new customers in pre-implementation work such as requirements gathering, assisting with partner vendors, and aligning with internal and external stakeholders

  • Work closely with dedicated Software Implementation Trainers, communicating and collaborating on customer projects daily as needed

  • Track project progress, achievements, and customer communication using tools such as Smartsheet, Salesforce and Basecamp

  • Identify and monitor software development issues in Salesforce and JIRA, as needed, until resolution, coordinating with Tier 2 support and other teams as appropriate

  • Ensure timely facilitation of integration with company teams such as Product Support, API Support and Vrbo distribution/Global Partners Services

  • Ensure best practices for software cutover and post cutover follow up. Primary activation responsibilities include coordination with partner vendors for customer websites, credit card processing, and distribution services

  • Report progress in weekly team meetings

  • Conduct needs analysis with team supervisor to resolve appropriate implementation requirements for non-standard projects

  • Identify and refer raised concerns to team supervisor or manager and assist with troubleshooting or escalating as appropriate

  • Participate in team meetings and contribute feedback toward continual process improvements within the Implementation Team

  • Provide suggestions on products, issues, and procedures to refine the implementation customer experience

Who you are:

  • Exhibit strong project management skills to guide customers through a smooth software implementation process from start to finish

  • Ability to coordinate successfully among multiple internal and external teams

  • Communication skills to obtain knowledge of client needs, understanding of client questions and maintaining appropriate client expectations

  • Assist with clarifying and confirming the appropriate setup for customer needs

  • Delegate tasks and maintain appropriate timeline among teams to ensure timely project completion

  • At least 3 years of proven experience in implementation, client services project management, or onboarding/engagement management

  • Experience working within a software business preferred. Internet, property management, or travel industry experience preferred

#L1-IC1

At Expedia Group, we believe in bringing people together and creating an inclusive workplace where everyone belongs and can do their best work. We care about our employees’ safety and wellbeing, so we’re requiring new hires in the U.S. to be fully vaccinated against COVID-19 and present acceptable proof of vaccination before their start date as a condition of employment. Expedia Group will consider requests for a reasonable accommodation as required under applicable law.

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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™.

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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.

Job Summary

JOB TYPE

Full Time

SALARY

$63k-82k (estimate)

POST DATE

03/28/2023

EXPIRATION DATE

09/19/2023

HEADQUARTERS

WASHINGTON, DC

SIZE

50 - 100

FOUNDED

2011

REVENUE

<$5M

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