Job Description

About the Opportunity
The purpose of the Key Customer Success Manager is to drive customer profitability, retention, and growth. In addition, there is a focus on delivering customer value and best practice travel programs 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 CT 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 high value 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 and strategies to drive turnover and revenue growth 
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 for customers
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 3 years extensive Customer/Account Management in the travel industry
Experience in managing large and complex customers
Ability to clearly 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!