Key Customer Success Manager

Overview

Key Customer Success Manager positions based in Canberra or Sydney, managing a range of high value national and multinational customers for Corporate Traveller, part of Flight Centre Travel Group (FCTG).

Apply now Refer a friend. Job no: 527869. Brand: Corporate Traveller. Work type: Full time, Hybrid. Location: Australian Capital Territory, New South Wales. Categories: Corporate & Group Travel.

Corporate Traveller is the leading travel management brand in Australia dedicated to SME businesses, part of the Flight Centre Travel Group. Our mission is to deliver faster, simpler and easier end-to-end travel experiences with local service and our technology suite.

About the Opportunity

The purpose of the Key Customer Success Manager is to drive customer profitability, retention and growth. The role focuses on delivering customer value and best practice travel programs to increase and optimise services for complex, high-touch, strategic customers.

The programs aim to deliver outstanding customer service, improved efficiencies, consolidation, savings, best-in-market account management practices and use of CT technology, products and services, resulting in retention and growth. Customer programs will be built on agreed national and regional requirements. This Canberra or Sydney-based role will manage a range of high value national and multinational customers.

Responsibilities

- Identify opportunities for value-added sales into existing customer base
- Ensure fees are charged as per our CT agreement
- Identify opportunities and strategies to drive turnover and revenue growth
- Drive customer compliance and growth with directly procured products and services from CT, including air, hotel, car, rail, ground transport, insurance and VIP Services
- Conduct regular profit and loss reviews of customers
- Collaborate with national, regional and global CT teams to optimise contract opportunities
- Ensure agreed customer deliverables are met
- Develop a high-level understanding of customer commercial opportunities to maximise revenue

Relationship

- Communicate with customer at all levels
- Engage with internal stakeholders including operations, finance and support to deliver value to customer
- Monthly touch points with operational team
- Conduct yearly R.S.V.P Assessment
- Regular communication with other CT stakeholders as required
- Identify and build relationships with key customer stakeholders
- Build strategic customer relationships to develop business opportunities and influence change
- Connect senior executives of customer with key senior stakeholders at CT and FCTG
- Build and maintain relationships with C-Suite
- Keep customer informed of latest CT products and services
- Be an expert in selling the benefits of all product and service opportunities
- Quarterly recommendations of innovation into the customer program
- Implement products and services that enhance customer programs
- Provide recommendations to customers on strategic direction of the program with respect to booking, payment settlement and compliance benchmarked to similar customers
- Detailed innovation roadmap for all customers
- Engage with senior FCTG tech leaders to help drive technology innovation within the program
- Develop strong internal and external business relationships
- Influence customer to change to deliver value to the customer program
- Uphold FCTG values and philosophies
- Work with operational teams to drive outstanding service delivery to the customer
- Develop strong narratives to implement ROI and change
- Provide deep insights to customer programs that deliver enhanced value

Technical

- Customized technical configuration for all technical products
- Ensure technical configurations are optimised
- Keep customer informed of latest CT technical products
- Utilise CRM systems (Salesforce) to leverage customer communications and document activities
- Engage SMEs to manage and deliver key customer projects
- Work with senior technology leaders to deliver outcomes to customer

Data/Analytics

- Create automated schedule of analytics/reporting for customers
- Analyse customer data and trends and deliver opportunities through analysis
- Utilise a strong narrative to connect analytics to customer benefit
- Use and selling of benchmark data products to customers
- Develop compelling recommendations and solutions that align with the clients’ business goals and requirements

Business Planning

- Implement a highly customised and focused business plan template that aligns with customer goals
- Measure and deliver on business plan outcomes
- Complete annual review of customer program and offer savings/efficiency improvements
- Conduct yearly Vision/Planning/Goals sessions with customer
- Use of program performance scorecard to measure value
- Implementation of CT de-risk strategy to retain customer
- Clearly articulate ROI on business plan outcomes
- Challenge and influence customer to take up program recommendations
- Conduct a yearly full program review with customer

Project Management

- Manage, influence and deliver key customer projects
- Communicate to key stakeholders on key project deliverables
- Work with stakeholders to deliver statement of works
- Excellent understanding of project management framework
- Integrate business goals into project scope and deliverables

About You

- Min 3 years extensive customer success/account management, ideally in the Travel & Tourism industry
- Experience in managing large and complex customers
- Ability to clearly articulate knowledge about products, services and value proposition to customers
- Demonstrated ability to build multi-level relationships

What you/'ll Enjoy

Remuneration: OTE $116,850 with a base of $97,375 plus incentives + super

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

Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability, regardless of age, race, gender, gender identity or expression, sexual orientation, or veteran status

Development: Individualised Learning & Development pathway options

Access to LinkedIn Learning: over 24,500 courses in over 20 languages

Exclusive Staff Discounts: Access to 500+ 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

Brightness of Future: Career opportunities in a network of brands and businesses across the globe

Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA

Mental Health: Support and Employee Assistance Program for staff and family

Social: Regular awards nights, social team building and industry events, with opportunities to attend global conferences

Giving Back: Corporate Social Responsibility program supporting nominated charities; paid parental and volunteer leave

Sustainability: The protection of our environment as a leading travel group; we have made efforts to affect positive change

Apply today to join a world-class team

Please note: applications can only be considered by candidates who are based in Australia without restriction or requiring visa sponsorship. Remote working options are not available for this position.

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Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes.

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