Job Description

This Customer Implementation Manager role is responsible for both the successful on boarding of new corporate customers as well as ensuring existing customers are provided with the very best technology experience. The role requires strong communication and people skills, as they will be required to develop good working relationships with customers and multiple internal stakeholders.

What you will be doing: 

Consultancy 

Identifies, evaluates, and recommends options, implementing if required 
Takes responsibility for understanding customer requirements, collecting data, delivering analysis and problem resolution
Collaborates with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements 
Seeks to fully address customer needs, enhancing the capabilities and effectiveness of customer personnel, by ensuring that proposed solutions are properly understood and appropriately exploited

Specialist Advice 

Maintains knowledge of customer system configuration, provides detailed advice regarding their application, and executes implementation tasks 
Provides detailed and specific advice in technology and implementations 
Provides detailed and specific advice in products and services
Collaborates with other specialists, where appropriate, to ensure advice given is appropriate to the needs of the customer

Project  Management 

Defines, documents, and carries out implementation projects (typically less than 2 weeks, where there is limited interdependency with other projects), alone or with team members, actively participating in all phases
Identifies, assesses, and manages risks to the success of the project
Agrees project approach with stakeholders, and prepares realistic plans (including quality, risk, and communications plans) and tracks activities against the project schedule, managing customer involvement as appropriate
Monitors costs, timescales and resources used, and acts where these deviate from agreed tolerances
Ensures that implementation projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are recorded

Customer Onboarding
Lead and own the customer onboarding process to deliver outstanding experiences for our new customers.
Lead both internal and external meetings
Conduct customer training
Consultancy and project management
Configuration & Implementation
Configure and implement new customers and re-configure/re-implement existing customers
Implement customer on required technology
Troubleshoot and solutions focussed
 
You’ll be perfect for this role if you can showcase: 

Ability to manage conflicting priorities while meeting customer expectations
Experience dealing with difficult or high-pressure situations / negotiation skills
A detailed knowledge of the Corporate businesses and how they relate to Flight Centre Travel Group as a whole an advantage
Ability to lead meetings and customer training – engaging all levels within the business
Professional and respectful in dealing with customers
Ability to build trust in relationships
Excellent analytical and problem-solving skills
Excellent attention to detail

 
It will be an added advantage if you have:
Experience in one or all of the following systems: Serko/Savi, Lumina, Agentport, Sabre and Concur
Travel industry experience 
Degree qualifications in a relevant discipline
 
What’s in it for you   

Travel discounts including family and friends, health and wellness discounts, financial planning advice and more 
Brightness of future – career opportunities in a network of brands and businesses across the global – we promote from within  
Monthly awards nights, social team building events, and opportunity to attend global conference (Bali 2023)  
We are flexible when it comes to flexibility, blended working arrangements 
Individualised Learning & Development pathway options 
Paid Parental Leave 
Corporate Health Discounts – access exclusive discounts on health insurance plans for you and your family with our partner, BUPA  
We proudly support and advocate responsible travel, positive diversity practices, empowered giving, and conservation of natural resources and sustainability  
Find our full list of benefits here: https://www.fctgcareers.com/why-work-with-us/benefits-in-each-country/australia