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Key Customer Success Manager

  • Victoria, VIC, Australia
  • Corporate Traveller
  • Full time

About the Opportunity

The purpose of the Key Customer Success Manager (KCSM) is to drive customer profitability, retention and growth. In addition a focus on delivering customer value and best practice travel programs and 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 Corporate Traveller technology, products & 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.

The KCSM role will manage a range of national and multinational customers.

Responsibilities:

Commercial 

  • Identify opportunities for value added sales into existing customer base 
  • Ensure fees are charged as per our CT agreement 
  • Identify opportunities for growth including leakage and other markets 
  • 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 
  • Create customised configuration for analytics/reporting platforms 
  • 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 8 years extensive Customer/Account relationship management experience 
  • Experience in managing large accounts 
  • Ability to 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:

  • 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
  • Thrive in a diverse and inclusive environment
  • 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! 

 

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