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FCM Account Management Support

  • New South Wales, NSW, Australia
  • Queensland, QLD, Australia
  • Victoria, VIC, Australia
  • FCM
  • Full time

Job Purpose

The primary responsibility of the Account Management Support role is to support the account management team to manage day-to-day tasks and responsibilities.

The purpose of the role will be to manage administrative tasks and analysis for our account management team.

The role will support the team, managing day to day tasks and enabling account managers to focus on driving value and building relationships with customers, leading to client profitability, retention of accounts and growth. 

This role can be based in Brisbane, Sydney or Melbourne.

Primary Duties and Responsibilities


  • Profile/Cost Centre/Approver/Reference data cleaning
  • Hotel Maintenance - add/remove/change, Preferred/Non Preferred
  • Liaise with 4D to load and audit rates
  • Policy adjustment in OBT
  • Manage, liaise, escalate and close out of technology cases 
  • Liaise with client to troubleshoot and close out cases
  • Direct contact with customer once AM logs case to manage and close case
  • Update Lighthouse contacts and maintenance


  • Adhoc customer reports
  • Insurance reporting
  • Clientbank set up
  • Customise dashboards
  • General data cleaning
  • Assist Account Manager with Review preparation
  • Data cleansing
  • Where are they reporting


  • Assist account manager with implementation of products
  • Webex training for customers
  • Gathering and collating relevant product update articles to publish within client reviews


  • Preparation of Quarterly Review Packs
  • ROI savings analysis
  • Adhoc analytical reporting
  • Adhoc process improvement audits e.g. automation uptake, fee application
  • Hotel analysis for program changes
  • Centralised vs decentralised model analysis


  • Create RSVP list
  • Work with key stakeholder to send and chase invites
  • Manage and coordinate Magnify programs
  • Manage and coordinate VPG programs


Skills and Experience

  • Minimum of 3 years' experience in a client relationship management or a travel consulting role
  • Strong technical knowledge of FCM systems
  • Proficient user of Microsoft products, particularly Excel and PowerPoint. Ability to use GDS (Sabre) is desirable 

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