Key Business Growth Professional

The role of Key Customer Success Manager involves driving customer profitability, retention, and growth. This position requires a focus on delivering customer value and best practice travel programs to increase and optimise the number of services provided to complex, high touch, and strategic customers.

This Canberra or Sydney-based role will manage a range of high value national and multinational customers.

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

• 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 stakeholders as required
• Identify and build relationships with key customer stakeholders
• Build strategic customer relationships to develop business opportunities and to influence change
• Connect senior executives of customer with key senior stakeholders
• Build and maintain relationships with C-Suite
• Keep customer informed of latest products and services
• Be an expert in selling the benefits of all product and service opportunities
• Quarterly recommendations of innovation into customer program
• Implement products & services that enhance customer programs
• Provide recommendations to customers on strategic direction of program in respect to booking, payment settlement and compliance benchmarked to like customers
• Detailed innovation roadmap for all customers
• Engage with senior leaders to help drive technology innovation within program
• Develop strong internal and external business relationships
• Influence customer to change to deliver value to customer program
• Uphold company 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

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

• Create automated schedule of analytics/reporting for customers
• Analyse customer data and trends and deliver opportunities through analysis
• Utilisation of 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

• 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 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

• 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

• 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

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

Our People: we 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' for ongoing skills development

Exclusive Staff Discounts: Accessible via our employee-only portal with 500+ 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

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

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

Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; 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