Key Customer Success Manager - Melbourne, VICJob no: ******Brand: Corporate TravellerWork type: Full timeLocation: VictoriaCategories: Sales and Customer ServiceCorporate Travelleris the only travel management corporation in Australia dedicated to SME businesses.
Part of the corporate division of the Flight Centre Travel Group (FCTG), Corporate Traveller (CT) is one of FCTG's most successful brands, globally.
Our mission is to dominate the SME market, making the end-to-end travel experience faster, simpler and easier for our customers and to demonstrate ongoing value to decision-makers, travellers and bookers.
We provide our customers with the perfect blend of personal, local service blended with our expert technology suite and the great choice and value which comes with being part of the FCTG family.About the OpportunityThe 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 Melbourne based role will manage a range of high value national and multinational customers.What you will do:CommercialIdentify opportunities for value added sales into existing customer baseEnsure fees are charged as per our CT agreementIdentify opportunities and strategies to drive turnover and revenue growthDrive customer compliance and growth with directly procured products and services from CT, air, hotel, car, rail, ground transport, insurance and VIP ServicesConduct regular profit and loss reviews of customersWork with national, regional, global CT teams to optimise contract opportunitiesEnsure agreed customer deliverables are being metHigh level understanding of customer commercial opportunities to maximise revenueRelationshipCommunicate with customer at all levelsEngage with internal stakeholders including operations, finance and support to deliver value to customerMonthly touch points with operational teamConduct yearly R.S.V.P AssessmentRegular communication with other CT stakeholders as requiredIdentify and build relationships with key customer stakeholdersBuild strategic customer relationships to develop business opportunities and to influence changeConnect senior executives of customer with key senior stakeholders at CT and FCTGBuild and maintain relationships with C-SuiteInnovationKeep customer informed of latest CT products and servicesBe an expert in selling the benefits of all product and service opportunitiesQuarterly recommendations of innovation into customer programImplement products & services that enhance customer programsProvide recommendations to customers on strategic direction of program in respect to booking, payment settlement and compliance benchmarked to like customersDetailed innovation roadmap for all customersEngage with senior FCTG tech leaders to help drive technology innovation within programCollaborationDevelop strong internal and external business relationshipsInfluence customer to change to deliver value to customer programUphold FCTG Values and PhilosophiesWork with operational teams to drive outstanding service delivery to the customerDevelop strong narratives to implement ROI and changeProvide deep insights to customer programs that deliver enhanced valueTechnicalCustomised technical configuration for all technical productsEnsure technical configurations are optimisedKeep customer informed of latest CT technical productsUtilise CRM systems (Salesforce) to leverage customer communications and document activitiesEngage SME to manage and deliver key customer projectsWork with senior technology leaders to deliver outcomes to customerData / AnalyticsCreate automated schedule of analytics/reporting for customersAnalyse customer data and trends and deliver opportunities through analysisUtilisation of strong narrative to connect analytics to customer benefitUse and selling of benchmark data products to customersDevelop compelling recommendations and solutions that align with the clients' business goals and requirementsBusiness PlanningImplement a highly customised and focused business plan template that aligns with customer goalsMeasure and deliver on business plan outcomesComplete annual review of customer program and offer savings/efficiency improvementsConduct yearly Vision/Planning/Goals sessions with customerUse of program performance scorecard to measure valueImplementation of CT de-risk strategy to retain customerClearly articulate ROI on business plan outcomesChallenge and influence customer to take up program recommendationsConduct a yearly full program review with customerProject ManagementManage, influence and deliver key customer projectsCommunicate to key stakeholders on key project deliverablesWork with stakeholders to deliver statement of worksExcellent understanding of project management frameworkIntegrate business goals into project scope and deliverablesWhat you will need:Min 3 years extensive customer success/account management, ideally in the Travel & Tourism industry or Corporate TMCExperience in managing large and complex customersAbility to clearly articulate knowledge about products,



services and value proposition to customersDemonstrated ability to build multi-level relationshipsCorporate B2B service experienceWhat you will enjoy:Remuneration: Base of $97,375 + monthly incentives (uncapped) + superCulture: you will be employed by an inclusive company that offers a team culture like no other in the industry -Flight Centre Travel Group Australia is proud to be a certifiedGreat Place To Work® Australia New Zealand Pty LtdOur People: FCTG is an Equal Opportunity Employer and 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 statusDevelopment:Individualised Learning & Development pathway optionsAccess to 'LinkedIn Learning' for ongoing skills development: over 24,500 courses in over 20 languagesExclusive 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 moreTravel Discounts:Including family and friends - flights, hotels, tours, cruises, travel insurance and moreBrightness of Future:Career opportunities in a network of brands and businesses across theglobe -we promote from withinCorporate Health Discounts:Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym at FCTG HQMental Health:Support and Employee Assistance Program for staff and familySocial:Regular awards nights, social team-building and industry events, with the prospect to attend global conferences (Bangkok in ****, Sydney in ****)Giving Back:Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leaveSustainability: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 environmentBe part of a workplace committed to reconciliation through our Reconciliation Action Plan - we proudly support Aboriginal and Torres Strait Islander inclusion, cultural safety, and dedicated cultural leaveApplications close: 21 Oct **** AUS Eastern Daylight TimePlease Note: applications can only be considered by candidates who are based in Australia and have the right to work without restriction or requiring visa sponsorship.Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies.
Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes.
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📌 Key Customer Success Manager - Melbourne, Vic
🏢 Corporate Traveller
📍 Melbourne