Onboarding Success Manager

3 months ago

Victoria, Australia Flight Centre Alumni Full time

 

Corporate Traveller is the only travel management corporation in Australia dedicated to SME businesses. Part of the corporate division of the Flight Centre Travel Group (FCTG), Corporate Traveller is one of FCTG's most successful brands, globally. Our mission is to dominate the SME market, making the end to end travel experience faster, simpler and easier for our customers and to demonstrate ongoing value to decision-makers, travellers and bookers. We provide our customers with the perfect blend of personal, local service blended with our expert technology suite and the great choice and value which comes with being part of the FCTG family. 

 

About the Opportunity

 

This Onboarding Success Manager role is responsible for both the successful on boarding of new corporate customers as well as ensuring existing customers are provided with the very best technology experience. The role requires strong communication and people skills, as they will be required to develop good working relationships with customers and multiple internal stakeholders.

This role can be based in all cities with FCTG HQs.

 

What you will be doing: 

Consultancy 

  • Identifies, evaluates, and recommends options, implementing if required 
  • Takes responsibility for understanding customer requirements, collecting data, delivering analysis and problem resolution
  • Collaborates with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements 
  • Seeks to fully address customer needs, enhancing the capabilities and effectiveness of customer personnel, by ensuring that proposed solutions are properly understood and appropriately exploited

Specialist Advice 

  • Maintains knowledge of customer system configuration, provides detailed advice regarding their application, and executes implementation tasks 
  • Provides detailed and specific advice in technology and implementations 
  • Provides detailed and specific advice in products and services
  • Collaborates with other specialists, where appropriate, to ensure advice given is appropriate to the needs of the customer

Project  Management 

  • Defines, documents, and carries out implementation projects (typically less than 2 weeks, where there is limited interdependency with other projects), alone or with team members, actively participating in all phases
  • Identifies, assesses, and manages risks to the success of the project
  • Agrees project approach with stakeholders, and prepares realistic plans (including quality, risk, and communications plans) and tracks activities against the project schedule, managing customer involvement as appropriate
  • Monitors costs, timescales and resources used, and acts where these deviate from agreed tolerances
  • Ensures that implementation projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are recorded

Customer Onboarding

  • Lead and own the customer onboarding process to deliver outstanding experiences for our new customers.
  • Lead both internal and external meetings
  • Conduct customer training
  • Consultancy and project management

Configuration & Implementation

  • Configure and implement new customers and re-configure/re-implement existing customers
  • Implement customer on required technology
  • Troubleshoot and solutions focussed

 

You'll be perfect for this role if you can showcase: 

  • Ability to manage conflicting priorities while meeting customer expectations
  • Experience dealing with difficult or high-pressure situations / negotiation skills
  • A detailed knowledge of the Corporate businesses and how they relate to Flight Centre Travel Group as a whole an advantage
  • Ability to lead meetings and customer training - engaging all levels within the business
  • Professional and respectful in dealing with customers
  • Ability to build trust in relationships
  • Excellent analytical and problem-solving skills
  • Excellent attention to detail

 

It will be an added advantage if you have:

  • Experience in one or all of the following systems: Serko/Savi, Lumina, Agentport, Sabre and Concur
  • Travel industry experience 
  • Degree qualifications in a relevant discipline

 

What you'll enjoy:

  • Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Ltd
  • Development: individualised Learning & Development pathway options
  • Exclusive Staff Discounts: accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
  • Travel Discounts: including family and friends - flights, hotels, tours, cruises, travel insurance and more
  • Flexibility: Monday to Friday week, business hours with flexible options available
  • Brightness of Future: career opportunities in a network of brands and businesses across the globe - we promote from within  
  • Corporate Health Discounts: access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to 24/7 internal gym
  • Mental Health: support and Employee Assistance Program for staff and family
  • Social: regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Lisbon, Portugal in 2024)  
  • Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and the Flight Centre Foundation; paid parental and volunteer leave
  • Sustainability: the protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment
  We value you

Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are, to foster inclusivity and collaboration. We celebrate you 

 

Apply today to join a world-class team

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