[{{ $ctrl._job.status.name | translate}}] VIP & Partner Services Specialist


Job description

SiteMinder is leader of the hotel technology space, challenging the status quo to provide innovative cloud-based products that allow hotels to connect with their guests. As a workplace, we also challenge the norm by hiring talented employees who are eager to help us expand our presence and establish SiteMinder as the leading cloud platform for hotels.

Now with five core offices around the world and over 30,000 (and counting) hotels using our software, we’ve come a long way from our humble beginnings in Sydney, Australia. After solidifying Europe as our largest customer base, we continue to dominate the European market through aggressive expansion and top notch service. SiteMinder may no longer be considered a tech startup, but we do strive to retain the same forward-thinking ambition and dynamic energy that made has made us an industry pioneer.

The Role
VIP & Partner Services Consultant

The VIP and Partner Services Consultant will be the first point of contact for SiteMinder’s valued customers, specifically VIP and partner customers. Because SiteMinder's priority customers often have more complex requirements and integrations, the VIP and Partner Services Consultant will be required to deliver a higher level of case management for these complex cases. Therefore, a higher level of technical understanding for these more complex cases is required.

Sound like you fit in?

Then we’d love to hear from you! Please submit your cv for consideration.


As a VIP & Partner Services Consultant, you will:

  • Act as a service champion for SiteMinder VIP customers and partners.
  • Provide level 2 technical support for all SiteMinder labeled products and services with a primary focus on enterprise, VIP and partner customers, utilising email, phone and other avenues as appropriate.
  • Troubleshoot and diagnose customer issues in line with SiteMinder Customer Service Guidelines, ensuring compliance to service level agreements (SLAs).
  • Manage escalations and assist with critical incidents through to completion, working with internal and external departments to resolve as required (Customer Onboarding, Product, connectivity partners, etc.) Ensure any cases that cannot be resolved are escalated in an accurate and timely manner.
  • Coaching and mentor new and existing staff on Standard Operating Procedures (SOP and Standards) and act as a knowledge champion by contributing to SiteMinder's shared knowledge centre.
  • Ensure all issues are logged accurately in SiteMinder’s CRM system (Salesforce) and that all cases are closed in an accurate and timely manner.
  • What you bring:
  • Experience in the hotel and/or travel technology industry, including knowledge of SiteMinder’s product suite.
  • Excellence in conflict resolution and troubleshooting, specifically in the areas of web browser and connectivity issues.
  • Have knowledge of Linux, HTML, XML, SQL operating systems and web-related products.
  • Team player mentality - you are able to work across different teams and departments in order to resolve problems and define solutions.
  • The desire to create and share knowledge and mentor others.
  • A track record of thriving in an SLA and key performance indicator (KPI) driven environment.
  • Strong communication skills, both written and verbal. Any second languages is beneficial but not mandatory in one or more of the following languages : Spanish, Italian, Portuguese, French or German.
  • A very positive influence on the EMEA organisation. You live and breath our SiteMinder values, exhibiting a can-do attitude and a passion for being customer-centric.
  • SiteMinder's values:
  • Think customer - See everything from the customer's perspective.
  • Be in the game - Passionate high performers, no spectators.
  • Own it, finish it - Be decisive and accountable.
  • OK is not OK - Make what you do great, challenge the status quo and innovate.
  • Be candid- Have regular, open and sometimes difficult conversations.
  • Job type
    London, United Kingdom
    Starting in
    As soon as possible


    As the leading cloud platform for hotels, SiteMinder allows hotels to attract, reach and convert guests across the globe. We serve hotels of all sizes with award-winning solutions for independents and groups alike, wherever they are in the world.

    SiteMinder’s products include The Channel Manager, the industry’s leading online distribution platform; TheBookingButton, a wholly-branded booking engine for direct bookings via the web, mobile or social; Canvas, the intelligent website creator for independent hoteliers; Prophet, real-time market intelligence solution that takes the guesswork out of pricing rooms; and GDS by SiteMinder, a single-point of entry to a six-figure network of travel agents and the world’s major GDSs.

    With more than 26,000 hotel customers and 400 of the industry’s top connectivity providers as our partners, today we have presence in more than 160 countries on six continents.

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