Update your details, view your application and progress >> Login

Job search e.g. "Administrator, Melbourne"

Refine search Region

Australia 1

Location Australia

Queensland 1

Category

Sales and Customer Service 1

Work type

Full time 1

Brand

Corporate Traveller 1

Key Customer Success Manager - South Bank, QLD Job no:

532555 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 solid 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

#J-18808-Ljbffr

📌 Key Customer Success Manager - South Bank, QLD (Brisbane)
🏢 StudentUniverse
📍 Brisbane