Client Solutions Specialist

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and we know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time‑off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Travel Partnerships and Advertising helps partners, including hotels, vacation rentals, airlines, destination marketing organizations (DMOs) and more, deliver excellent traveler and B2B experiences. We drive growth for our partners and the Expedia Group marketplace through competitive supply and our leading advertising and travel media network.

Escapia is the industry leading Property Management Software for professional vacation rentals managers. Part of the Expedia Group Inc, you will be part of a dynamic and nimble brand within the broader corporation. You will work closely with our Client Solutions Managers, continually building and maintaining client relations. Reporting directly to the General Manager, you will play a vital role in retention and client growth, also working with all other Escapia teams including marketing, support, sales, product and technology.

The Client Solution Specialists are key to promoting and developing a high level of engagement with Escapia’s software customers. This role is focused on driving customer retention, satisfaction, and soft sales through proactive relationship management and strategic engagement. The ideal candidate will be a trusted advisor to our customers, helping them maximize value from our products and services while ensuring long‑term partnership success.

Your primary responsibility is to work collaboratively with Escapia property managers to gather feedback, provide guidance, answer questions, and positively impact the overall relationship between the company and the customer. You will continuously interact with customers to ultimately increase retention and provide valuable insights to further the Escapia product and future development. Interactions with customers are a mix of emails, phone calls, webinars, conferences, and other opportunities where property managers wish to interact with Escapia.

Driven and focused, you are a taskmaster who loves working with people. You are diligent, thorough, and can break down technical concepts and complex discussions into simple solutions. You are able to take positive and negative feedback and find ways to turn that feedback into opportunities.

• Strategic Goal Setting
  • Align goals with leadership and Escapia’s strategic objectives to support overall business growth
• Customer Engagement & Success
  • Serve as the primary point of contact for assigned customer, guiding them through their success journey
  • Establish performance goals with partners, develop actionable plans, and secure commitment for adoption and usage
  • Conduct regular check‑ins with key customers to gather feedback, share updates, and ensure satisfaction
  • Proactively monitor customer health metrics and intervene to maintain strong relationships
• Retention & Growth
  • Drive customer retention by understanding client goals and delivering tailored solutions
  • Support soft sales initiatives including win‑back programs, referrals, and cross‑sell opportunities with Vrbo
  • Assist with contract negotiations, renewals, and service optimization
• Cross‑Functional Collaboration
  • Partner with Sales, Product, Engineering, Marketing, and Support teams to resolve customer concerns and advocate for customer needs
  • Participate in product discovery calls and feedback loops to…