Configuration Success Analyst

At 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 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.

About the Configuration Success Analyst role…
You will be responsible for managing, configuring, and maintaining SiteMinder solutions to ensure secure and efficient access management. Key responsibilities include troubleshooting authentication and authorization issues, optimizing system performance, and collaborating with cross-functional teams to support business needs. Ideal candidates possess strong technical expertise in identity and access management systems, with a commitment to delivering secure and scalable solutions.

What you’ll do…

• Delivering back-office support across SiteMinder's full product and services portfolio for both internal teams and external customers.

• Manage and resolve customer configuration and billing enquiries with confidence and ownership.

• Develop a thorough understanding of SiteMinder’s platform, products, and wider business processes.

• Collaborate with internal teams—including Technical Support, Billing, Onboarding, and Sales—to ensure customer issues are resolved effectively.

• Document and escalate complex issues where appropriate, following established workflows and case management processes.

• Maintain accurate records of customer interactions and case progress using internal CRM tools.

• Actively identify customer needs and provide solutions that reflect a genuine understanding of their business context.

• Achieve individual KPIs including service level, case resolution time, productivity, and first-contact resolution rates.

• Embrace new tools, processes, and feedback as part of a team culture of continuous improvement.

• Ensure that all issues are logged accurately on our client’s CRM system and that all cases are closed.

• Assisting with ad-hoc requests as required by the management

• Providing support on a 24/7 rotating roster which only changes on a quarterly basis to morning shift or night shift. supporting multiple regions across APAC,EMEA & AMERS.

What you have…

• Open to fresh graduates with a customer service mindset and willing to learn

• Having a high level of customer service and exposure to high-growth tech products would be an advantage (not necessarily an IT expert)

• Fluent English communication skills, both verbal and written.

• Strong troubleshooting skills - you will be able to quickly analyze problems, determine the root cause, reach a resolution, and resolve issues with a high level of accuracy.

• Operates across several computer platforms and applications at the same time.

• Social skills, ability to interact with a wide variety of people at different levels of seniority, and a laser focus on the customer experience.

• Experience working within a high-volume-based SLA and KPI-driven environment where great customer outcomes determine your success.

• Self-starter with the ability to multitask, manage own time and work under pressure

• A collaborator by nature and focused on building long-term relationships with clients

• Ability to adapt and evolve with new processes and changes quickly.

• Ability to thrive in a fast-paced, agile, and dynamic environment.

Our Perks & Benefits…

• Equity packages for you to be a part of the SiteMinder journey
• Hybrid working model ( 3 days 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.