The posting
At SiteMinder, we believe our success comes from our people. We build diverse, inclusive teams where different voices, backgrounds and perspectives are valued. Our differences drive innovation for our customers, and our people bring the ideas, expertise and energy that help us keep moving forward. We’re better together.
What We Do...
Right now, somewhere in the world, a hotel is taking a booking or increasing their revenue through technology you could help build. SiteMinder is the world’s leading hotel commerce platform. For more than 20 years, we’ve helped hotels attract guests, maximise revenue, forecast demand and perform at their best. Today, our platform supports 56,000+ hotels in 150+ countries, connects to 3,000+ partners and powers more than 140m reservations and AU$85 billion+ in hotel revenue each year.
That’s the kind of impact your work can have here. You’ll solve meaningful challenges with AI, simplify complexity and build solutions that help hotels perform. Supported by clear purpose, a strong platform and teams who care about what they’re building, you’ll have the opportunity to shape the future of an industry that never stands still.
About the Customer Configuration Analyst role...
The Configuration Success Analyst will provide frontline technical assistance and support the scalability of customer success globally by leading the end-to-end customer experience from onboarding and retention. The successful candidate will become an important asset to the back-end team that will help our client’s customers become successful with the products.
The ideal candidate will build strong relationships with customers ensuring the successful setting up of our client’s products. The analyst’s efforts will drive overall customer satisfaction and happiness.
WHAT YOU’LL DO…
- Provide back-office technical and configuration support for SiteMinder products and services, assisting internal teams and external customers across APAC, EMEA, and AMER regions, with a primary focus on English-speaking markets.
- Handle contract-related administrative tasks, including reviewing, updating, and processing contract information accurately.
- Process product drop-offs and complete the required system updates and administrative steps in line with internal procedures.
- Manage assigned CRM cases, queues, and back-office requests, ensuring tasks are completed accurately and within agreed service level agreements (SLAs).
- Investigate technical and configuration issues, identify possible causes, and coordinate with the appropriate internal teams to resolve or escalate complex cases.
- Maintain accurate and complete case documentation, ensuring all actions, updates, and resolutions are properly recorded in the CRM system.
- Meet individual and team productivity targets, quality standards, and other key performance indicators (KPIs).
- Prioritize workloads effectively and manage multiple cases and administrative tasks in a high-volume, deadline-driven environment.
- Work closely with internal teams to ensure smooth case handling, accurate processing, and timely resolution of requests.
- Identify recurring issues and suggest process improvements to help improve team efficiency, accuracy, and customer outcomes.
- Support team knowledge-sharing and assist with training new team members on processes, systems, and best practices.
- Follow company policies, established procedures, and security guidelines, escalating any security concerns or potential breaches through the proper channels.
- Assist with other back-office tasks and administrative requests as required by management.
- Work on a 24/7 rotating roster, with shifts changing quarterly between morning and night schedules, to support multiple regions.
WHAT YOU'LL HAVE…
- Experience in back-office support, technical support, product configuration, contract administration, case management, or a similar administrative or operations role.
- Strong attention to detail and the ability to process information accurately while following established procedures.
- Good troubleshooting and problem-solving skills, with the ability to investigate issues, identify root causes, and determine the appropriate next steps.
- Strong written English communication skills, with the ability to document cases clearly and communicate effectively with internal teams and customers when needed.
- Experience using CRM systems, managing case queues, and maintaining accurate records is an advantage.
- Experience working in a high-volume, SLA- and KPI-driven environment, with the ability to meet productivity, quality, and turnaround time targets.
- Comfortable working across multiple computer systems, platforms, and applications at the same time.
- Strong organizational and time management skills, with the ability to prioritize tasks, manage multiple requests, and work independently under pressure.
- A collaborative mindset and the ability to work effectively with different teams and stakeholders.
- Willingness to learn new systems, adapt to changing processes, and contribute to continuous improvement.
- Ability to work in a fast-paced and dynamic environment, including a 24/7 rotating shift schedule.
- Experience in the technology or hospitality industry is an advantage.
Our Perks & Benefits…
- Hybrid working model (in-office & from home)
- Mental health and well-being initiatives
- 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.
Think this role sounds like you? If so, we’d love to hear from you. Please send us your resume and our Talent Acquisition team will be in touch.
When you apply, feel free to share your pronouns and let us know if you need any adjustments during the interview process, we’re here to support you. We also warmly encourage applications from people from underrepresented backgrounds.
