Job Description

Inside Customer Success Manager
About the Opportunity:
As an Inside Customer Success Manager, you will be delivering a new layer of support by providing all our previously unmanaged clients with access to Customer Success. The Inside CSM will drive adoption and retention by conducting policy reviews, troubleshooting issues, providing additional training & support, and answering general inquiries as needed. The CSMs on this team will need to be part coach, project manager, consultant, and product expert. You will be continually focused on helping our customers improve their travel program and meet their goals as a business. We believe that by helping our customers achieve their goals we will organically earn customer loyalty and drive year-over-year retention. Success is measured by meeting & exceeding established KPIs.  
Who you are:
Customer focused – consistently going above and beyond to deliver an amazing client experience
You take pride in being organized and can juggle competing priorities with the ability to quickly shift gears when needed.
Outstanding interpersonal skills and ability to build a strong rapport with clients.
A problem solver who thinks outside of the box to provide creative solutions.
You embrace egalitarianism, irreverence, and ownership.
Empathetic, compassionate, and curious.
You thrive in a collaborative environment but can also produce quality work independently.
Excellent written and verbal communications skills
Ability to work in a fast paced, deadline driven environment.
Outgoing and enthusiastic, with a go-getter personality and a positive outlook
Familiar with a structured work environment based on KPIs
Quick learner with an eagerness to dive right in
Tech Savvy – familiar with utilizing tech tools such as Salesforce, Outreach, Vidyard, & Microsoft suite.
What you’ll be doing:
Ensure all client requests assigned are responded to within a reasonable time frame. (No longer than 24 hours)  
Provide an added level of support & value to all of our customers through a long-term data driven engagement strategy.
Proactively request annual “Check-Ins” with clients.
Customize meetings around topics most important and pertinent to the client. 
Collaborate across the business (sales, finance, operations, etc.) to proactively solve client pain points & issues. 
Continuously gather customer feedback throughout the lifetime of our partnership to ensure clients’ long-term goals are met.
Generate referrals & success stories that can be leveraged by other departments (Sales, Operations, Marketing) 
Initial setup of new clients, ensuring a seamless transition from Onboarding team to long-term partnership. 
Support our internal clients in Operations by providing assistance as needed.
Qualifications and Prior Experience:
Previous experience in Customer Success (preferred)
Travel Industry knowledge (preferred)
Previous experience in a customer facing role (essential)
Degree (preferred)
Benefits Include: 
Travel perks/discounts. 
Health & Wellness Programs and Employee Financial Wellness Services 
Generous paid-time-off policy  
Diversity & Inclusion initiatives 
Benefits include vision, medical, and dental 
Employee Assistance Program 
RRSP with matching
Employee Share Plan 
Ongoing training and professional development 
If this sounds like the opportunity you have been waiting for APPLY NOW. 
Location: Remote, Canada
We encourage all qualified candidates to apply, however, priority will be given to those located in Western Canada.
This role can be performed onsite, remote or on a hybrid schedule, in compliance with the Company’s Remote and Flexible Work Policy.
We thank all candidates for their interest; however, only those selected to continue in the process will be contacted. 
Our number one philosophy? Our people. Flight Centre Travel Group’s 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 diversity of our society.
We are committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at fccareers@flightcentre.ca