Partner Solutions Manager

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 47,000 hotels in 150 countries - with over 125 million reservations processed by SiteMinder’s technology every year.

About the Partner Solutions Manager role...

The role of the Partner Solution Manager is to improve the operational excellence of a Transaction Support team while driving revenue growth through a Transaction Optimisations team. This leader is a highly effective coach, obsessed with great Customer Care, and driven by data.

What you’ll do…

• Be a trusted leader who displays exceptional Customer care and drives measurable results

• Oversee the day-to-day operations of a global support team across three major time zones (AMER, EMEA, APAC)

• Lead an Optimisation team focused on driving increased product usage in the Transactions space

• Deliver effective coaching, feedback, and praise to team around Quality, Productivity, and Performance through daily Quality Assurance practices

• Conduct one-on-ones, performance reviews, and team meetings to consistently evaluate, improve, and inspire team members to their highest potential

• Review, report, and remediate gaps in Process, People, and Product

• Work seamlessly with internal stakeholders on new strategies, goals, and product releases and scheduling adequate training for team members

• Manages the hire process and new team member training

• Produce reports and presentations to highlight team performance, recognition, and growth opportunities

• Plan and facilitate team bonding activities to build strong team morale

• Taking responsibility for Manager Escalations from team members

• Manage and prioritize daily caseloads effectively, ensure trainings are scheduled and delivered in a timely manner in accordance with SiteMinder's service level agreements (SLAs) and individual key performance indicators (KPIs)

What you have…

• Extensive experience in Customer Service/Customer Success Management role

• Preferred experience in Transactions industry (banking, payments, finance, etc)

• Visible passion in coaching team members to grow their soft-skills, case management, and proactive mindset

• Strong track record of delivering exceptional Customer Service Excellent interpersonal skills to deliver training and Optimisation sessions with a high level of energy, enthusiasm and team member engagement

• Outstanding oral and written communication skills in English

• Great capacity for customer interaction and conflict resolution

• Leads by example, seen as a role-model by peers and team members

• Self-starter with the ability to multi-task using a wide range of tools and systems

• Experience working within an SLA and KPI driven environment

• Maintains composure, positivity and patience in difficult circumstances Inspires others to take ownership of their work and perform at their best encouraging commitment to SiteMinder Vision.

• High level of self-sufficiency and autonomy

• Be highly driven and have the ability to work in an autonomous environment

• Focused on surpassing individual and team KPI’s and SLA’sBe encouraging, understanding and respectful towards SiteMinder’s customers, team members and other staff

• Transparent communication with management and peers

Our Perks & Benefits…

- Equity packages for you to be a part of the SiteMinder journey

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

- Mental health and well-being initiatives

- Generous parental (including secondary) leave policy

- 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.