Key Customer Success Manager

4 weeks ago

Melbourne, Victoria, Australia Flight Centre Travel Group Full time
About the Role

We are seeking a highly skilled Key Customer Success Manager to join our team at Flight Centre Travel Group. As a Key Customer Success Manager, you will be responsible for driving customer profitability, retention, and growth. You will work closely with our customers to deliver outstanding customer service, improved efficiencies, consolidation, savings, and best-in-market account management practices.

Key Responsibilities
  • Commercial: Identify opportunities for value-added sales into existing customer base, ensure fees are charged as per our agreement, and drive customer compliance and growth with directly procured products and services.
  • Relationship: Communicate with customers at all levels, engage with internal stakeholders, and build strategic customer relationships to develop business opportunities and influence change.
  • Innovation: Keep customers informed of latest products and services, be an expert in selling the benefits of all product and service opportunities, and implement products and services that enhance customer programs.
  • Collaboration: Develop strong internal and external business relationships, influence customers to change to deliver value to customer programs, and uphold FCTG values and philosophies.
  • Technical: Customise technical configurations for all technical products, ensure technical configurations are optimised, and keep customers informed of latest CT technical products.
  • Data/Analytics: Create automated schedules of analytics and reporting for customers, analyse customer data and trends, and deliver opportunities through analysis.
  • Business Planning: Implement a highly customised and focused business plan template that aligns with customer goals, measure and deliver on business plan outcomes, and conduct yearly reviews of customer programs.
  • Project Management: Manage, influence, and deliver key customer projects, communicate to key stakeholders on key project deliverables, and work with stakeholders to deliver statements of work.
About You
  • Minimum 3 years of extensive customer/account management experience in the travel 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.
  • Corporate B2B service experience.
What We Offer
  • OTE $116,850 with a base of $97,375 plus incentives + super.
  • The opportunity to play an integral role in the growth of the business.
  • Work with Australia's largest travel brand.
  • Global career opportunities in a network of brands.
  • We embrace a hybrid workplace, with work-from-home and office options available.
  • Travel discounts on flights, hotels, and insurance for you, your family, and friends.
  • Discounted financial and health services.

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