Job Description

The purpose of the Customer Success Consultant is to drive Customer Revenue and Growth. In addition a focus on delivering customer value and best practice travel programs and to optimise products and services provided to SME customers.  
The strategic intent of these programs will be to deliver outstanding customer service, improved efficiencies, savings, and use of Flight Centre Business travel (FCBT) technology, products and services, resulting in a best in market customer travel program.
The Customer Success Consultant role will manage Flight Centre Travel Group (FCTG) SME customers.
Commercial
Identify opportunities for value added sales into existing customer base
Ensure fees are charged as per our FCBT agreement
Alignment of customer and FCTG commercial goals
Consistent prioritization of correct key business drivers of Revenue and Growth
Identify opportunities for growth including leakage and other markets
Drive customer compliance and growth with directly procured products and services from FCBT; air, hotel, car, rail, ground transport, insurance and other FCTG offerings i.e. Moneywise, Healthwise, MyBenefits
Relationship
Communicate with customer at all levels
Engage with internal stakeholders including operations, finance and support to deliver value to customer
Weekly touch points with operational team
Maintain Product and Services Audit and Opportunities monthly in conjunction with Business Leaders
Identify and build relationships with key customer stakeholders
Innovation
Keep customer informed of latest FCBT products and services
Be an expert in selling the benefits of all product and service opportunities
Implement products & services that enhance customer programs
Provide recommendations to customers on strategic direction of program in respect to all components of the travel 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 sound narratives to implement ROI and change
Project Management
Manage, influence and deliver key customer projects
Communicate to key stakeholders on key project deliverables
 
Experience:
Minimum 3-5 years extensive Customer/Account Relationship Management experience
Strong technical knowledge of FCBT/corporate travel systems
Experience in managing national and multinational accounts
Proficient user of Microsoft products, particularly Excel and PowerPoint
Demonstrated ability to build multi level relationships
Ability to articulate knowledge about products, services and value proposition to customers
 
In reward for your commitment and performance you will receive:
OTE $90k + super
Award winning Flight Centre employee benefits: https://www.fctgcareers.com/why-work-with-us/benefits-in-each-country/australia
The opportunity to play an integral role in the growth of the business
Ongoing training and development
Travel discounts on flights, hotels and insurance for you, your family and friends
Discounted financial and health services
Career opportunities within a growing global business
 
About Flight Centre Business Travel:
Flight Centre Business Travel is a division of Flight Centre, offering a Corporate Travel Management solution for businesses. We recognise the pressure that is placed on business people every day, particularly with growing businesses. At Flight Centre Business Travel we help to lighten the load for businesses owners and managers by taking care of their business travel needs. We instil confidence in our clients so that they can be rest assured knowing that we will actively work behind the scenes to ensure they have the best fares on flights and best rates on accommodation, using services to suit their needs.