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FCM Global Customer Success Leader (Hybrid) - Toronto, Ontario

  • Ontario, Canada
  • FCM
  • Full time

FCM Global Customer Success Leader

Overview:

The FCM Global Customer Success Leader bears overall responsibility for Customer success pillar for MNC customers for the period between on-boarding go lives and handing over to Account Managers and operational teams for BAU.

Customer Success for FCM is on average 90 days post the go live date and will tackle 4 main pillars as part of this period.

  • Day 2 items
  • Customer Optimisation
  • Heightened support
  • Feature releases

This role will be part of GCI global area and sit on the on-boarding and customer success global SWOT group to understand brand strategy and focus.

This includes but is not limited to:

  • Managing the process and customer lifecycle post go live and before BAU handover
  • A thorough understanding of FCM product, from both a sales and technology perspective.
  • Creating and maintaining a OBW for customers once they leave on-boarding.
  • Closing out all agreed project items that weren’t able to be delivered in Day 2
  • Communication globally on MNC customer status, risk and workstacks

The FCM Global Customer Success Leader will drive efficiency in our overall on-boarding process to ensure that customers do land into the business effectively, taking away current challenges that impact operations and account management. Customer Success will be made up of projects managers and technical implementation managers.

The leader will be responsible for always driving the strategy within the teams and communication out to the wider business.

  This includes but is not limited to:

  • Managing the ‘workstack’ and requests for new projects.
  • Identifying and executing development needs.
  • Ensuring effective communication to the wider business and regional CS leaders.
  • Reviewing current processes and trialling and implementing new processes quickly
  • Managing the resources needs globally for CS
  • Overseeing from a high level all ongoing projects, they are the escalation point for any issues which put customer at risk, which cannot be resolved by the regional leaders
  • Coordinating with the regions for closer alignment and cooperation
  • Leading the Customer Success ‘Global SWOT’ team, to ensure alignment, information sharing and continual development across all areas of customer success, setting the overall strategy for the area.
  • Work closely with account manager leaders on customer retention

The FCM Global Customer Success Leader is the key role to ensuring that FCM as a whole will reach its ambitious growth and retention targets over the coming years.  The ability to on-board large MNCs effectively, and to grow and evolve our systems and processes as necessary is fundamental to this success.  This is a very senior role and the FCM FCM Global Customer Success Leader must be comfortable dealing with the most senior levels of management in addition to understanding the minutiae of on-boarding and online technology.

Skills/attributes:

  • Product: The FCM Global Customer Success Leader must have solid understanding of all Online Tools within the FCM product range. 
  • Organization/planning: FCM Global Customer Success Leader must be implement global process and bring a global team together to align on this process globally
  • Adaptability: The FCM Global Customer Success Leader will look for, test and on-board any changes to processes which will improve our efficiency and reduce challenges when customers are live and beyond.
  • Communication: This role requires excellent communication skills – they will need to concisely articulate complex issues to senior management globally and to ensure that the regions are entirely aligned to the strategies of FCM.
  • Leadership: The FCM Global Customer Success Leader runs a team with multiple disciplines, including regional leaders, Project Managers and technical builders.  This individual must align their priorities and working methods to maximise efficiency and ensure a great customer experience.
  • Team Player: As part of the Global on-boarding and customer success SWOT team, the FCM Global Customer Success Leader shares joint responsibility for ensuring the continuing upskilling and development of all members of the area.  This includes actively managing moves between teams to ensure personal growth and growth of the area as a whole, and the flexibility to temporarily reallocate resources between teams if the need arises.

Benefits Include:

  • Generous remuneration structure
  • Travel perks/discounts.
  • Health & Wellness Programs and Employee Financial Wellness Services
  • Generous paid-time off policy 
  • National/International Award Nights and Conferences
  • Diversity & Inclusion initiatives
  • Benefits including vision, medical, and dental
  • Employee Assistance Program
  • RRSP with matching
  • Employee Share Plan
  • Global career opportunities in a network of brands and businesses
  • Ongoing training and professional development
  • Fun and flexible work environment
  • Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
    • Employee giving program
    • Annual Charity Trip
    • Office Environmental Program
    • 1 Volunteer Day per Calendar Year

Location – Toronto, Canada

The role can be performed onsite, remote or on a hybrid schedule, in compliance with the Company’s Remote and Flexible Work Policy.

Our promise is to provide an environment with equality of respect, dignity and opportunity for all our employees.  We value an inclusive and supportive workplace which truly reflects the diversification of our society.  Flight Centre Travel Group is committed to providing a barrier-free pathway throughout our recruitment selection process.  If you require accommodation because of a disability at any stage of our hiring process, please let us know in advance by contacting our Recruitment Team at fccareers@flightcentre.ca

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