Client Success Manager

POSITION: CLIENT SUCCESS MANAGER

REPORTING TO: APAC CEO

OFFICE LOCATION: SYDNEY

Reed & Mackay delivers service-led corporate travel, people-focused technology, and award-winning event solutions across the globe. As part of the Navan Group, we believe in travel made easy, and in software designed for the people who use it. Born from close working relationships within the financial, legal and insurance sectors, Reed & Mackay combines inspired service with state-of-the-art technology to create a level of travel and event management like no other.

We are currently looking for an experienced Client Success Manager in the travel industry sector?

Are you an energetic, commercially minded, articulate individual who can use your skills to ensure the development of your client portfolio?

If this sounds like you, then we want to hear from you.

PURPOSE OF THE ROLE:
Prioritising customer needs and goals and having a client first approach is essential for client retention. The Client Success Manager, and the relationship you build with your client portfolio, is a key component to Reed & Mackay achieving our overall Objective Key Results (OKR’s). The ultimate purpose of the role is to maintain an exceptionally high level of client retention, to create and deliver word-class client engagement and to identify opportunities for commercial growth and client benefit.

THE ROLE:
Working within an award winning, and long-established team, The Client Success Manager is a trusted advisor to their client portfolio working closely and pro-actively to understand their programme needs and strategic objectives, as well as driving further opportunities, and acting as the ‘voice of the customer’ to internal stakeholders, to ultimately guide and advise the clients’ up the curve to an ‘integrated status’, creating long term partnerships as opposed to short term fixes.

KEY RESPONSIBILITIES
- Develop and maintain multi-level client relationships, retaining clients, developing strategies, and identifying/upselling opportunities.
- To achieve personal Key Performance Indicators, both those relating performance and reward.
- Develop and execute a strategic Client Journey Plan detailing client objective, strategic goals with measurable targets.
- Deliver client compliance and growth.
- Manage and administer commercial models according to clients’ needs that meet R&M’s OKR’s.
- Develop client focused solutions that respond to the clients’ changing needs.
- Introduce solution innovation to improve end to end processes and drive ‘stickiness’ to R&M services and solutions.
- Provide formal strategic reviews of the programme performance.
- Drive a common service delivery to the client in accordance with agreed Service Level Agreement and Client Journey Plan.
- Commit to relevant responsibility and attendance with client implementations.
- Drive contract renewal and ultimately client retention.
- Develop as a thought leader.

ABOUT YOU:
You will be an expert communicator with a proven track record in building and retaining customer relationships, ideally within a Client Success / Account Management environment - skills essential to this role include, but are not limited to:

- Strong communication and written skills, with a curiosity to provoke thought.
- Exceptionally strong listener
- Ability to interact with ease and confidence with clients and internal stakeholders, particularly at C-suite level and essentially in relation to the ‘voice of the customer’.
- Enthusiastic and keen to use initiative.
- High degree of understanding of what service excellence looks like and how to achieve it.
- The ability to prioritise and multi-task.
- Able to display an understanding of key compliance and risk principles, as well as a pragmatic approach to facilitate appropriate interpretation of rules and procedures in a compliant and business aware manner.
- Empathetic and client centric focus
- Process discipline and attention to detail.

If you’d like to learn more please send your current resume to Lindsay White at