Key Customer Success Manager - Melbourne, VIC

Commercial

• 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

Innovation

• Keep customer informed of latest CT products & services
• Be an expert in selling the benefits of all product & 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 bench-marked to like customers
• Detailed innovation roadmap for all customers
• Engage with senior FCTG tech leaders to help drive technology innovation within program

Collaboration

• Develop strong 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 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 project management framework
• Integrate business goals into project scope and deliverables

About You:

• Min 3 years extensive Customer/Account Management in the travel industry
• Experience in managing large and complex customers
• Ability to clearly articulate knowledge about products, services and value proposition to customers
• Demonstrated ability to build Multi Level Relationships
• Corporate B2B service experience

In reward for your commitment and performance you will receive:

• OTE $97,375 base plus incentives + super
• The opportunity to play an integral role in the growth of the business
• Work with Australia’s largest travel brand
• Global career opportunities in a network of brands
• We embrace a hybrid workplace, with work from home and office options available
• Travel discounts on flights, hotels and insurance for you, your family and friends
• Discounted financial and health services
• Find our full list of benefits here: https://www.fctgcareers.com/why-work-with-us/benefits-in-each-country/australia

To join a world class team, apply today!