Client Solutions Specialist

Expedia Group • Seattle, WA

3d • $64,500 - $90,000

About The Position

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.

Requirements

• 2 to 4 years of sales, client services, or account management experience
• 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

Nice To Haves

• Knowledge of vacation rental industry and/or property management software is a plus

Responsibilities

• 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

Benefits

• 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
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees