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Key Customer Success Manager - South Bank, QLD
Job no:
******
Brand:
Corporate Traveller
Work type:
Full time
Location:
Queensland
Categories:
Sales and Customer Service
About the Opportunity
The purpose of the Key Customer Success Manager is to drive customer profitability, retention, and growth.
In addition, there is 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.
The strategic intent of these programs will be 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 and a "best in market" customer travel program.
Customer programs will be built on agreed national and regional requirements.
This Brisbane based role will manage a range of high value national and multinational customers.
What you will do:
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, air, hotel, car, rail, ground transport, insurance and VIP Services
Conduct regular profit and loss reviews of customers
Work with national, regional, global CT teams to optimise contract opportunities
Ensure agreed customer deliverables are being met




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 to 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 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 FCTG tech leaders to help drive technology innovation within program
Develop robust internal and external business relationships
Influence customer to change to deliver value to 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
Customised 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 SME 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
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
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
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📌 Key Customer Success Manager - South Bank, Qld (Brisbane)
🏢 StudentUniverse
📍 Brisbane