Configuration Success Analyst
Core
Provide frontline technical assistance and back-office support for SiteMinder's hotel commerce platform, leading the end-to-end customer experience from onboarding and retention.
Role type
Senior IC customer success analyst (configuration & operations)
Builds
Customer onboarding, retention, and product configuration for 56,000+ hotels globally
Domain
Hospitality technology / Hotel commerce
Required skills
back-office support, technical support, product configuration, contract administration, case management, troubleshooting, CRM management, high-volume SLA/KPI management, multi-system navigation, organizational skills, time management
Preferred skills
technology or hospitality industry experience, CRM system experience, process improvement mindset, training new team members
Technologies
CRM systems, internal case management platforms, hotel commerce platform
Responsibilities
Provide back-office technical and configuration support for SiteMinder products and services; Handle contract-related administrative tasks; Process product drop-offs and complete system updates; Manage assigned CRM cases, queues, and back-office requests; Investigate technical and configuration issues and coordinate with internal teams; Maintain accurate case documentation; Identify recurring issues and suggest process improvements; Support team knowledge-sharing and training new team members; Work on a 24/7 rotating roster to support multiple regions.