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At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 34,000 hotels in 150 countries - with over 100 million reservations processed by SiteMinder’s technology every year.

About the Customer Configuration Analyst role...

The Configuration Success Analyst will provide frontline technical assistance and support the scalability of customer success globally by leading the end-to-end customer experience from onboarding and retention. The successful candidate will become an important asset to the back-end team that will help our client’s customers become successful with the products.

The ideal candidate will build strong relationships with customers ensuring the successful setting up of our client’s products. The analyst’s efforts will drive overall customer satisfaction and happiness.

What you’ll do…

Providing back end technical support for all SiteMinder labeled products and services to internal and external customers, with a primary focus on customers across English-speaking countries.

Developing strong customer relationships by providing exceptional onboarding, technical support assistance, and customer retention by providing high levels of customer service utilizing phone, email, and other communication channels.

Analyzing and providing insights to the customer in setting up the product and overall guest acquisition strategy by driving more awareness

Build relationships with the customer to promote retention and loyalty.

Provide continuous feedback on process improvements and on products to mitigate attrition.

Identifying each customer's support and configuration requirements, setting expectations, and resolving issues whilst delivering against the role key performance indicators (KPIs).

Ensuring all cases are resolved or escalated to the appropriate party in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritizing caseload appropriately.

Ensure that all issues are logged accurately on our client’s CRM system, and that all cases are closed.

Assisting with ad-hoc requests as required by management

Provide training and support for new team members

Following our client’s practice process and procedures, specifically regarding escalating any security concerns or breach of security.

Providing support on a 24/7 rotating roster which only changes on a quarterly basis to morning shift or night shift. supporting multiple regions across APAC,EMEA & AMERS.

What you have…

Have a high level of customer service and exposure to high growth tech products

Fluent English communication skills, both verbal and written.

Strong troubleshooting skills - you will be able to quickly analyze problems, determine the root cause, reach a resolution, and resolve issues with a high level of accuracy.

Operates across several computer platforms and applications at the same time.

Social skills, ability to interact with a wide variety of people at different levels of seniority, and a laser focus on the customer experience.

Experience working within a high-volume based SLA and KPI driven environment where your success is determined by great customer outcomes.

Self-starter with the ability to multitask, manage own time and work under pressure

A collaborator by nature and focused on building long-term relationships with clients

Ability to adapt and evolve with new processes and changes quickly.

Ability to thrive in a fast-paced, agile, and dynamic environment.

Our Perks & Benefits…

- Hybrid working model (in-office & from home)

- Mental health and well-being initiatives

- Paid birthday, study and volunteering leave every year

- Sponsored social clubs, team events, and celebrations

- Employee Resource Groups (ERG) to help you connect and get involved

- Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.

#LI-Hybrid

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