Customer Success Program and Enablement Leader

4 months ago

South Bank, Australia Corporate Traveller Full time

**Job no**: 522836
**Brand**: Corporate Traveller
**Work type**: Full time
**Location**: Queensland
**Categories**: Operations & Professional Services, Wholesale & Product

Corporate Traveller, part of the Flight Centre Travel Group, is Australia's leading travel management company for SMEs and a top global brand within FCTG. We aim to streamline the travel experience for SMEs by combining personal service with advanced technology and FCTG's extensive value.

As the Customer Success Program and Enablement Leader, you'll drive the Up Customer Service Program's development and innovation. Your responsibilities include designing solutions for internal and external clients, optimizing tools for the Customer Success Team, and measuring ROI to ensure effectiveness. You'll report to the Head of Customer Success, offering insights and support to enhance productivity and growth while working independently and collaboratively with teams and partners.

**About the Opportunity**
- _Up Customer Service Program Responsibilities:_
- Deploy Up to Sales, Customer Success and Operational team members
- Innovate Up to continuously improve the customer offering
- Accountability reporting showcasing completed and missing customer activity and/or revenue opportunities
- Assist with supplier negotiations
- Build Perks reporting and be point of contact for suppliers
- Automation of tasks, events and customer communication in a set cadence of activity
- Identify further areas of opportunity to engage customers and increase the value of Up
- Deployment of new technology used to facilitate Up
- _Operational & System Technical Enablement Responsibilities:_
- Develop the Enablement business plan for Customer Success
- Develop the key success metrics and dashboards to provide visibility and insights to the business, highlighting opportunities for growth and risk.
- Manage Gong call recording software including recording ROI and sharing insights back to the business
- Content management in Highspot and Sharepoint sites
- Develop and deploy enablement training, playbooks and narratives to support the business
- Build Salesforce and PowerBI dashboards as needed
- Provide training and development opportunities to Customer Success and Operations teams.
- Collaborate with finance and SF, tech and the retain and grow leadership team to ensure existing tools are used effectively and new tools are deployed
- Deploy programs and initiatives that enable teams to execute the core aspects of their job more effectively
- Liaise and support multiple departments to ensure enablement visibility and business consistency

**All about You**
- Minimum 3+ years in Customer Success or Enablement Role
- Minimum 3+ years CRM experience (Salesforce preferred)
- Previous experience implementing / deploying technology platforms preferred, including the supporting systems and processes
- Education & Qualifications - Degree qualified preferred

**Remuneration and Benefits**:

- Free health and wellness consultations
- Free financial planning consultations
- Social events such as Buzz Nights, opportunity to attend Global Ball overseas for high achievers (Lisbon 2024; LA 2025)
- Global career advancement/travel opportunities
- Leadership Programs & further education, training and development
- Leave Giving Bank & Volunteer Leave
- Employee only share scheme
- Travel discounts on flights, hotels and insurance for you, your family and friends

LI-CM1 #CTAU

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