Job Description

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.
 
Accountability:
Driving efficiency in FCM Customer Success –
Ensuring new FCM clients are on-boarded into BAU efficiently and accurately, managing workload and priorities, and reducing Challenges from each project. 
Managing escalations and proactively attempting to reduce risk to keep customers on track. 
Working on strategy, trialling new processes, and working on alignment across the globe, all with the primary aim of increasing retention and experience for new customers to FCM.
Managing the FCM CS SWOT workstack – 
Managing CS requests, keeping abreast of the high potential sales pipeline. 
Global SWOT CS leader – 
Defining and driving the setting the CS strategy for the area ensuring information sharing and continual development across all areas of CS.
Participation in Global On-boarding and CS SWOT – 
Contributing to, and participating in the future direction of the overall On-boarding and CS SWOT. 
Team development & BOF – 
Ensuring all members of the team are actively learning and developing, including training, mentoring, assessments and one to ones.
Skills/attributes:
Product: The FCM Global Customer Success Leader must have solid understanding of all Online Tools within the FCM product range. 
Organisation/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.
What we offer:
Rewards platform, cash health plan, travel discounts, in-house financial 
Employee share plan 
Consistently recognised externally as a ’Great Place to Work’  
Fun, social, egalitarian culture with focus on ownership and responsibility 
Global career opportunities in a network of brands and businesses 
Ongoing training and professional development 
Hybrid working model 
Proud Corporate Social Responsibility platform through the Flight Centre Foundation, Responsible Travel Charter, and Brighter Futures programs 
This is a fantastic opportunity for the right candidate. If you’d like to start your career with one of the world’s leading travel companies, apply today. 
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, gender identity, sexual orientation or age.