Customer Onboarding Specialist

1 week ago

Brisbane, Queensland, Australia Flight Centre Travel Group Full time

About Flight Centre Travel Group

Flight Centre Travel Group is a premier travel management company in Australia, focused on providing exceptional services to small and medium enterprises (SMEs). As a key player in the corporate sector of the Flight Centre Travel Group, we aim to enhance the travel experience for our clients by delivering efficient, user-friendly solutions that add value to their travel management processes.

Position Overview

The Onboarding Success Manager is pivotal in ensuring that new corporate clients are seamlessly integrated into our systems while also enhancing the technology experience for our existing clientele. This role demands excellent interpersonal and communication skills to foster strong relationships with clients and collaborate effectively with various internal teams.

Key Responsibilities:

Consultation:

  • Assess and recommend solutions tailored to customer needs, implementing changes as necessary.
  • Gather and analyze customer requirements, ensuring clarity and effective problem resolution.
  • Facilitate discussions among stakeholders to enhance service delivery.
  • Address customer needs comprehensively, ensuring solutions are well understood and effectively utilized.

Expert Guidance:

  • Maintain an in-depth understanding of customer system configurations and provide expert advice on their application.
  • Offer specialized insights regarding technology and service implementations.
  • Collaborate with specialists to ensure that customer needs are met with precision.

Project Coordination:

  • Plan and execute implementation projects, ensuring timely delivery and minimal disruption.
  • Identify and manage potential risks to project success.
  • Develop and maintain realistic project plans, tracking progress and managing stakeholder involvement.
  • Oversee project budgets and timelines, ensuring adherence to agreed parameters.
  • Conclude projects formally, documenting lessons learned for future reference.

Client Onboarding:

  • Lead the onboarding process for new clients, ensuring a positive and efficient experience.
  • Conduct training sessions for clients to familiarize them with our systems.
  • Manage both internal and external meetings to facilitate onboarding.

Configuration & Implementation:

  • Configure systems for new clients and reconfigure existing setups as needed.
  • Implement necessary technology solutions for clients.
  • Provide troubleshooting support to ensure client satisfaction.

Ideal Candidate Profile:

  • Proven ability to prioritize tasks effectively while meeting client expectations.
  • Experience in high-pressure situations with strong negotiation skills.
  • Familiarity with corporate travel operations and their relation to the broader Flight Centre Travel Group.
  • Strong presentation and training skills, capable of engaging diverse audiences.
  • Professional demeanor in client interactions, fostering trust and respect.
  • Exceptional analytical and problem-solving abilities.
  • Meticulous attention to detail.

Preferred Qualifications:

  • Experience with systems such as Serko/Savi, Lumina, Agentport, Sabre, and Concur.
  • Background in the travel industry.
  • Relevant degree qualifications.

What We Offer:

  • Inclusive Culture: Be part of a diverse team that values collaboration and innovation.
  • Professional Development: Access to tailored learning and development pathways.
  • Employee Benefits: Enjoy exclusive discounts and offers through our employee portal.
  • Travel Perks: Benefit from travel discounts for you and your family.
  • Work-Life Balance: Flexible working arrangements available.
  • Career Growth: Opportunities for advancement within a global network.
  • Health & Wellness: Access to health insurance discounts and wellness programs.
  • Mental Health Support: Employee Assistance Program available for staff and their families.
  • Community Engagement: Participate in corporate social responsibility initiatives.
  • Sustainability Commitment: Join us in our efforts to promote environmental sustainability.

We Value Diversity:

Flight Centre Travel Group is dedicated to fostering an inclusive workplace that embraces diversity and promotes a sense of belonging for all employees.

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