Configuration Success Analyst

SiteMinder Limited; Manila; Hybrid; PHP 420,000 - 620,000; Full time

Benefits offered by this job

Hybrid working model (in-office & from

home)

Mental health and well-being initiates

Paid birthday, study and volunteering

leave every year

Sponsored social clubs, team events, &

celebrations- Employee Resource Groups

ERG to help you connect and get

involved

Investment in your personal growth -训练

Job summary

SiteMinder Limited is seeking a Configuration Success Analyst to join our global team. You will provide back-office technical and configuration support across APAC/EMEA/AMER with a focus on English-speaking markets, handling contract admin and CRM tasks.

Working in a fast-paced, 24/7 rotating shift environment, you will document cases, collaborate with internal teams, and contribute to process improvements while delivering accurate, timely service to customers.

Qualifications

• Experience in back-office support or operations roles with attention to detail.
• Strong English written communication and documentation skills.
• Familiarity with CRM systems and case management processes.
• Experience handling contract administration and SLAs.
• Ability to collaborate with cross-functional teams to resolve issues.

Responsibilities

• Provide back-office technical and configuration support across APAC/EMEA/AMER with English-speaking focus.
• Review, update, and process contract information accurately.
• Process product drop-offs and perform system updates as required.
• Manage CRM cases, queues, and back-office requests within SLAs.
• Investigate issues, coordinate with internal teams to resolve or escalate.
• Document all actions and resolutions in the CRM system.
• Meet productivity, quality, and KPI targets in a high-volume environment.
• Work with teams to ensure smooth case handling and timely resolutions.
• Identify recurring issues and suggest process improvements.
• Support training of new team members on processes and systems.
• Follow policies and security guidelines, escalating security concerns as needed.
• Contribute to other back-office tasks as required; participate in a 24/7 rotating roster.

Skills

Back-office support

Technical support

CRM systems

Contract administration

Case management

English communication

Attention to detail

Job description

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

We encourage people from underrepresented groups to apply.