AddressAt 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 40,000 hotels in 150 countries - with over 100 million reservations processed by SiteMinder's technology every year.
About the Data Engineer role...
A key addition to our engineering team to assist us with our transformation program. This is for an all-rounder Data Engineer who can be dynamic and play a role in different aspects of working with data, from ingestion, setting pipelines to a ML engineer who can work with models such as selecting the right model, picking features and tuning parameters.
You will be someone who knows what good looks like and has set up robust production data pipelines using Databricks and associated products.
What you'll do...
Client Acquisition - Creating new opportunities and upselling current customers. Achieving sales KPIs and targets - finalizing all sales in a timely manner. Identify upgrade opportunities with existing client base and generate new sales from these organizations. Presentation and negotiation - Prepare accurate quotes and develop and present proposals to clients in a professional and confident manner. Negotiate contracts as required, maintaining a balance between optimal service and value for the client and SiteMinder's profit margins. CRM maintenance - Maintain accurate records of your business development activities on SiteMinder's CRM system. Ensure all documentation is complete post sales to set up trials and to move the client to a subscription. Account management - Manage the accounts of new clients to maintain satisfaction until they are passed on to a dedicated Onboarding Success Team or a dedicated Account Manager.Client feedback - Provide client feedback on products to the Product Team so that products can be reviewed in line with the feedback. Partner management - Work with local industry groups and travel associations to promote SiteMinder's products and brand. Attend key functions and events, requiring occasional travel to client locations to attend meetings with relevant managers.
What you have...
Experience in Software-as-a-Service (SaaS) sales experience A confident phone presence, fearlessness in leading meetings with prospects, and great listening skills Strong verbal skills to communicate professionally with customers, in writing and over the phone Self-motivation and resilience to show up each day and give your best Growth mindset - openness to feedback and coachingEnglish proficiency (C1/C2)Industry background is a huge plus (hotel tech, OTA, revenue management)Remote work experience desirablePlease submit your CV in English
What you'll do:
You're busy reaching out to customers and spending 80% of your time on outbound callsDuring these calls, you'll create sales opportunities, showcase our solutions to customers, and personalize our platform to their needs Hotel owner having a hard day? You'll find out why and show them how we can helpManage the full sales cycle - from the first contact to closing the dealYou'll be working independently but never alone - your manager and team will help you shine!Celebrate the successes of the day, because, let's be honest, you earned itContinue learning about yourself and adding to your skill bank through ongoing coaching, training and career progression planning
What you have...
Fluency in German (min. C2) and professional proficiency in EnglishMinimum 18 months of Software-as-a-Service (SaaS) sales experience A confident phone presence, fearlessness in leading meetings with prospects, and great listening skills Strong verbal skills to communicate professionally with customers, in writing and over the phone Self-motivation and resilience to show up each day and give your best Growth mindset - openness to feedback and coachingPlease send us your CV in English!
What you'll do:
Rock a headset like it's going out of style - you're busy reaching out to customers and spending 80% of your time on outbound callsDuring these calls, you'll create sales opportunities, showcase our solutions to customers, and personalize our platform to their needs Hotel owner having a hard day? You'll find out why and show them how we can helpManage the full sales cycle - from the first contact to closing the dealYou'll be working independently but never alone - your manager and team will help you shine!Celebrate the successes of the day, because, let's be honest, you earned itContinue learning about yourself and adding to your skill bank through ongoing coaching, training and career progression planning
What you have...
Fluency in Spanish (min. C2) and professional proficiency in EnglishMinimum 18 months of Software-as-a-Service (SaaS) sales experience A confident phone presence, fearlessness in leading meetings with prospects, and great listening skills Strong verbal skills to communicate professionally with customers, in writing and over the phone Self-motivation and resilience to show up each day and give your best Growth mindset - openness to feedback and coachingPlease send us your CV in English!
What you'll do:
Use our rich data warehouse and your problem solving skills to support Business Managers answer tricky questions about Customer Growth, Product adoption, and User behaviour etc.Find insights that help us understand how customers interact with our Transaction Products, using the large data sets we now have at our disposal (Stripe payment data, Demand Performance data, SM proprietary data on hotel bookings and product usage, Customer data, etc.). The team needs you to be creative in your usage and interpretation of the data, and translate these nuggets into actionable outcomes & plans.Suggest and run experiments that will move the metrics that matter : we want you to be the missing link between our Strategy teams & our Product teams and address questions that will drive business growth.Partner with our Business Managers and product teams to build, improve and maintain dashboards that track the health and growth of our customer base.Collaborate with Business Managers and Marketing teams to drive analysis and impact measurement for various growth campaigns utilising tools such as HighTouch, Intercom, Heap, etc. Support leadership on analysis required to drive key meetings (Monthly Reviews, Performance reporting sessions, etc.)Be a champion for data-driven decision making, analytics Own & maintain your projects, data models, dashboards, and use tools like Confluence, Google Drive, etc. proficiently to document and share your work for posterity in a fast-paced environment
Too general for you? No worries, here are a couple of pointers on how you bring value
Explore usage patterns for Siteminder Pay customers to identify our best and worst users, and find ways to re-engage lapsed customers + drive adoption of the product.Partner with Business Managers to design, build and productionize a SM Pay, Demand and GDS Product Health scores, using the wealth of data we have at our disposal to quantify how successful customers are at deploying our product within their hotel.Revisit regional product pricing and value proposition to boost attachment of the product during the sales process, and optimise product unit economics.
What you have:
Professional Experience & Profile2-4 years proven experience as a Consultant, Data Analyst or a similar analytical role.Bachelor's degree in Business, Finance, Statistics, Data science, Engineering or a related quant field. A Master's degree is a plus.You are a self starter with high energy and a proven ability to roll up your sleeves to get things done.You have experience optimising customer journeys, and running data-driven experiments to increase customer lifecycle value (churn, revenue, etc.)You are a team player with a humble attitude, you can give and take criticism.You have experience collaborating with business leaders to support strong data-led decision making.You have excellent communication skills and the ability to translate complicated technical analysis into compelling narratives that can be used to influence senior leaders.You have a keen eye for detail, a critical mind, and the ability to prioritise tasks and manage multiple projects simultaneously.You enjoy analysing business drivers and levers, getting deep into the data, using first principles thinking, and consistently delivering great results. Knowledge of the software industry or hospitality sector is advantageous but not essential.
Analysis & Technical skills
You have experience extracting, manipulating and interpreting data using SQL (Snowflake or Databricks experience preferred, but any will do).You are handy with data visualisation tools like Tableau or Looker and have a willingness to get better.You have experience with Excel and/or Google sheets and are confident analysing data + building models in excel using excel functions (lookups, pivots, formatting, manipulation and transformation, visualisation)Bonus: You have experience with Salesforce.Bonus: You have experience with Customer Engagement & Marketing automation software like Marketo, Intercom or Salesforce Marketing cloud.Bonus: You have experience with ETL or Reverse ETL tools like Fivetran, Hightouch, Census. Bonus: You have experience with advanced analytical tools like R, Python
What you'll do…
Collections - Timely and effective collection of all debts, maintaining contact with customers to ensure invoices are clear for payment and to achieve cash collection targets set by the Head Office.Customer billing experience - Deliver a positive billing, payment and collection experience for our customers. Handle customer queries and issues (cases) within agreed service levels and resolve at quality expected by our customers.Change management - Support the SiteMinder Sales, Onboarding Success, Service Desk and Customer Success teams on changes or issues related to accounts, including but not limited to, group pricing changes and complaints.Processing - Ensure timely processing of customer requests such as cancellation of services.Systems- Ensure CRM and billing system customer data is kept up to date.
What you have…
Are data driven problem solvers, who are smart, and have excellent interpersonal and relationship building skills. A good eye for detail, strong personal organisation and the ability to prioritise whilst handling a high workload. They are driven to succeed and passionate about what they do in life. Juggling multiple things at once is essential. A Thai with Mandarin speaking is preferably and would be an advantage.
What you'll do...
Client Acquisition - Creating new opportunities and upselling current customers. Achieving sales KPIs and targets - finalizing all sales in a timely manner. Identify upgrade opportunities with existing client base and generate new sales from these organizations. Presentation and negotiation - Prepare accurate quotes and develop and present proposals to clients in a professional and confident manner. Negotiate contracts as required, maintaining a balance between optimal service and value for the client and SiteMinder's profit margins. CRM maintenance - Maintain accurate records of your business development activities on SiteMinder's CRM system. Ensure all documentation is complete post sales to set up trials and to move the client to a subscription. Account management - Manage the accounts of new clients to maintain satisfaction until they are passed on to a dedicated Onboarding Success Team or a dedicated Account Manager.Client feedback - Provide client feedback on products to the Product Team so that products can be reviewed in line with the feedback. Partner management - Work with local industry groups and travel associations to promote SiteMinder's products and brand. Attend key functions and events, requiring occasional travel to client locations to attend meetings with relevant managers.
What you have...
Fluency in English (min. C2) Extensive experience in Software-as-a-Service (SaaS) sales A confident phone presence, fearlessness in leading meetings with prospects, and great listening skills Strong verbal skills to communicate professionally with customers, in writing and over the phone Self-motivation and resilience to show up each day and give your best Growth mindset - openness to feedback and coachingRemote work experience desirablePlease submit your CV in English
What you'll do…
Customer Acquisition: Learns SiteMInder's sales process and becomes knowledgeable of SiteMinder's products along with the target market in order to facilitate sales efforts.Client Contact: Establishing interest in SiteMInder's products through inbound or outbound phone activities in order to generate sales. Provides information to customers in order to educate and inform new potential opportunities about SiteMinder's products and services.Sales Target Attainment: Works to achieve monthly sales goals.CRM Maintenance: Learns how to manage Salesforce and keep all information up to date and track sales activities.Collaborating with: SiteMInder's Customers, Sales Team, Account Managers, Onboarding Teams, Product Teams, Marketing Teams, Support Teams.
What you have…
Possesses confidence, professionalism, motivation and eagerness to succeed.Driven and tenacious approach to hitting all sales activity goals.Have a basic understanding of how to achieve sales targets and manage business development activities.Strong verbal and written communication skills including professional telephone demeanor.Strong aptitude to learn the SiteMinder sales process and implement sales training.Uses time efficiently in order to meet personal and team goals and work collaboratively with other members of the team.
What you'll do…
Qualify customer requirements, identify the appropriate set up requirements and prepare the customers for core product implementationDeliver a high standard of customer training on the chosen SiteMinder product via telephone or Skype Clearly communicate SiteMinder's support procedures to the customer to ensure their ongoing satisfaction with our customer serviceTake ownership of customer's problems and seek to identify, respond and resolve any customer issues
What you have…
C1/C2 German You will have proven customer service experience with a passion for providing a premium customer experience You are tech savvy with a sound knowledge of all things technologyYou have worked towards targets and are goal oriented but always thinking about the customer experience Experience in the hotel industry or in a SaaS company is a plus!This in a hybrid role and must be covered from Barcelona
What you'll do…
Qualify customer requirements, identify the appropriate set up requirements and prepare the customers for core product implementationDeliver a high standard of customer training on the chosen SiteMinder product via telephone or Skype Clearly communicate SiteMinder's support procedures to the customer to ensure their ongoing satisfaction with our customer serviceTake ownership of customer's problems and seek to identify, respond and resolve any customer issues
What you have…
C1/C2 French/EnglishYou will have proven customer service experience with a passion for providing a premium customer experience You are tech savvy with a sound knowledge of all things technologyYou have worked towards targets and are goal oriented but always thinking about the customer experience Experience in the hotel industry or in a SaaS company is a plus!This in a hybrid role and must be covered from Barcelona
What you'll do…
Provide Technical Support to all SiteMinder labelled products and services to internal and external customersDevelop strong customer relationships by providing exceptional technical support and consultation, across our phone, chat and other contact channels.Identify customer support and configuration requirements, set customer expectations and resolve their issues, delivering against customer demands and internal KPIs.Ensure all cases are resolved in a timely manner in accordance with company SLAs and personal KPIs.Act as a technical expert, identifying issues and communicating issues and requirements internally.Act as an escalation point for frontline teammates, guiding and empowering them to find solutions, or stepping in to resolve customer issues personally.
What you have:
High level of customer service and IT technical skills.Fluent Spanish and English communication skills, both written and verbal.Strong Analytical skills - You'll be able to quickly analyse problems, determine the root cause and reach a resolution.An ability to operate across multiple technical platforms and systems in a fast paced, KPI driven environment.An ability to diagnose and troubleshoot web browser and connectivity issues.Great capacity for both internal and external customer interaction as well as conflict resolution.Stakeholder management and working across internal teams to find solutions.
Desirable:
Previous experience working in a high volume contact centre providing technical customer support.Previous experience working in the hospitality industry in a technical or guest facing capacity.Previous experience dealing with database query languages or tools (e.g. SQL, Python)
What you'll do…
Oversee the onboarding for all SiteMinder labeled products and services to internal and external customers, with a primary focus on customers based in the Apac/Asia market.Be a Subject Matter Expert for training on SiteMinder labeled products. Have an in-depth understanding of the technology, the service you deliver, and the tools you use in order to mentor the Onboarding Analysts.Monitor and analyze your team's training sessions in line with your KPI's, to ensure that individual Onboarding Analysts are delivering a high level of customer satisfaction and meeting their KPIs.Adopt and enforce the relevant processes, procedures and policies of SiteMinder's Onboarding Team to ensure a consistently high level of customer service. Where necessary identify shortfalls in the process and procedures and suggest process improvements.Ensure improved Onboarding success by managing and ensuring risks of onboarding attrition and customer dissatisfaction are prevented.Managing expectations for scheduling training and set-live dates in an assertive manner, ensuring that customers' training is completed effectively and on time.Ensure improved Onboarding Success by managing and ensuring risks of onboarding attrition and customer dissatisfaction are prevented. Help the team to provide value add information and advice to new customersManaging expectations for scheduling training and set-live dates in an assertive manner.
What you have…
Strong team leadership/ mentoring skillsAccount management experienceAbility to continuously identify and implement process improvements Ability to identify and implement productivity and efficiency improvementsAbility to innovate and share with global communityHave the ability to oversee and correct employee's work, whilst still inspiring and motivating themAnalyze Dashboards and reports to create action plans for improvement and continuous improvement outcomesAbility to deliver training sessions with a high level of energy, enthusiasm and customer engagementAbility to operate across several computer platforms (Mac and Wintel) and common browsers (Firefox and Chrome)Takes ownership of Cases from end to endGreat capacity for customer interaction and conflict resolutionExperience working within an SLA and KPI driven environment
What you have...
3+ years of solid experience as a Data Engineer with Machine Learning exposure.Breadth of experience using different tools and techniques. Extensive experience in a data-related role, e.g. working with Databricks in data warehousing and analytics contexts and creating automated ETL processes. Streaming (Spark, Kafka or similar)Python and/or Scala, relevant Python ML, libraries and SQL proficiencyExperience building robust production data pipelines using the best industry practices with experience of data preparation and resolution of data quality challenges.Testing and validation of Data Models and Data Pipelines.AWS experience across one or more of the following EC2, Kinesis, SQS, ElastiCache, Lambda and S3Experience with infrastructure as code including Terraform or CloudFormationDeep knowledge on how to structure, develop and maintain relational databases such as MySQL and showcase your experience using data modeling techniques.Ability to work independently and also contribute to overall architecture and design."Data wrangler" mindset: embraces complexity and ambiguity, overcomes challenges and obstacles in order to deliver a working solution.Decision-making: able to view a problem from multiple perspectives, select the best approach, and provide a concise rationale for the choice.Outcome-focused: able to balance the need for a robust, elegant technical solution with the need for a market-ready solution.Desirable: Experience building, administering and scaling ML processing pipelines preferable in Databricks.
What you'll do...
Refine, design, estimate and deliver product requirements particularly data based features.Work with a cross-functional team in an agile methodologyCollaborate with others to design, develop and maintain highly scalable data pipelines that power data driven products & customer facing insights.Working with cloud-based data storage and processing services to build scalable and cost-effective data solutions.Create and optimize ETL processes to move and transform data from various sources into our data systems, ensuring data consistency and integrity.Develop, construct, install, test and maintain data architectures (databases, large-scale processing systems, and data pipelines) that support data extraction, transformation, and loading (ETL) processes.Adhering to the standards and data governance practices of the organisation, e.g. ensuring data quality, privacy, security, auditability and control throughout the data lifecycle.Develop and maintain data models, schemas, and database designs to support business needs and reporting requirements.
What you have...
3+ years of solid experience as a Data Engineer with Machine Learning exposure.Breadth of experience using different tools and techniques. Extensive experience in a data-related role, e.g. working with Databricks in data warehousing and analytics contexts and creating automated ETL processes. Streaming (Spark, Kafka or similar)Python and/or Scala, relevant Python ML, libraries and SQL proficiencyExperience building robust production data pipelines using the best industry practices with experience of data preparation and resolution of data quality challenges.Testing and validation of Data Models and Data Pipelines.AWS experience across one or more of the following EC2, Kinesis, SQS, ElastiCache, Lambda and S3Experience with infrastructure as code including Terraform or CloudFormationDeep knowledge on how to structure, develop and maintain relational databases such as MySQL and showcase your experience using data modeling techniques.Ability to work independently and also contribute to overall architecture and design."Data wrangler" mindset: embraces complexity and ambiguity, overcomes challenges and obstacles in order to deliver a working solution.Decision-making: able to view a problem from multiple perspectives, select the best approach, and provide a concise rationale for the choice.Outcome-focused: able to balance the need for a robust, elegant technical solution with the need for a market-ready solution.Desirable: Experience building, administering and scaling ML processing pipelines preferable in Databricks.
What you'll do...
Refine, design, estimate and deliver product requirements particularly data based features.Work with a cross-functional team in an agile methodologyCollaborate with others to design, develop and maintain highly scalable data pipelines that power data driven products & customer facing insights.Working with cloud-based data storage and processing services to build scalable and cost-effective data solutions.Create and optimize ETL processes to move and transform data from various sources into our data systems, ensuring data consistency and integrity.Develop, construct, install, test and maintain data architectures (databases, large-scale processing systems, and data pipelines) that support data extraction, transformation, and loading (ETL) processes.Adhering to the standards and data governance practices of the organisation, e.g. ensuring data quality, privacy, security, auditability and control throughout the data lifecycle.Develop and maintain data models, schemas, and database designs to support business needs and reporting requirements.
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.
#LI-Hybrid
