Job Description

General Information

Job title:

Customer Success Manager

Purpose:

A Customer Success Manager is responsible for
The successful onboarding of all designated Corporate Traveller customers.
The retention, growth and ensuring optimal customer satisfaction for Key Accounts.
The Customer Success Manager will work closely with the Business Development,  Operations, Technology and Finance Teams as well as several external stakeholders (clients and suppliers), to achieve
The objective of ensuring an efficient and effective onboarding experience
Their customer’s goals and assist in driving Corporate Travellers’ customer retention strategies.
 

Primary duties and responsibilities (KRAs)

 
Implementation and Onboarding
Project Management
Be the lead of the project liaising with all stakeholders (BDM,TM,TL,AL & Technology team)
Completes onsite discovery on all client implementations ensuring accurate inputs are captured and proper expectations set with the client.
Develop implementation Project Plan aligned to agreed implementation requirements (traditional vs. online vs. blended).
Acts as primary implementation point of contact and escalation point for project stakeholders including all internal stakeholders, Clients and Third Party Supplier
Set up the required conference calls & meetings during the implementation process
Manage client expectations in a professional & timely manner
Build and maintain effective multi-level relationships with all clients
Provides status updates by tracking and reporting key implementation and onboarding progress.
Ensure Client satisfaction through follow-up, client responsiveness and thorough
communication.
Maintains singular accountability for all aspects of the implementation process by holding all project resources accountable to the completion of task
Provide weekly, monthly, quarterly and annual feedback to Head of Customer Success.
 
Support and Development
Develop and train internal and external stakeholders
Goes on-site to facilitate training and implementation activities as required.
Assist with new customer activations
 
 

 
Relationship & Risk Management
Be the lead business relationship owner with customers & ensure all products are used to deliver customer value and benefits.
Develop a deep understanding of all Key Accounts and their relevant key stakeholders
Build and maintain effective  multi-level relationships with all clients
Resolve escalated customer service issues. Ensure service shortfall issues are addressed with internal stakeholders and feedback delivered to client
Conduct Clients satisfaction surveys, review results and develop action plans with internal stakeholders
Understand trends in the market through knowing competitor landscape
Provide weekly ,monthly, quarterly and annual feedback to Head of Customer Success  
Highlight all client risks to Head of Customer Success and Corporate Traveller SWOT

Strategic Account Management
Maintain a business plan for all Key Accounts
Track your plan according to monthly results
Conduct detailed and effective client touches on agreed timelines ie implementation, reviews , reporting, negotiations, workshops
Communicate client’s objectives and unique requirements to all internal stakeholders on a regular basis including specifics.
Manage the client SLA or contract with all internal and external stakeholders
Utilise Lighthouse to update all activity and client information
Conduct customer education workshops
Consult and Implement technology solutions per client needs
Monitor price models , minimum margins and nett profit margins

Customer and Company Profitability and growth
Negotiate, recommend and implement new strategies to achieve savings for clients
Review client spend to identify opportunities for incremental revenue growth and client profitability e.g. supplier contracts
Use exception reporting to monitor and manage compliance to clients travel policy
Actively ensure minimal leakage of client travel program and that all client divisions are trading
If CT is not the sole TMC, actively work at attaining more of the client spend
In collaboration with internal stakeholders stay abreast of all payment statuses and assist accordingly

Brand Retention and Growth
Assist with developing  strategies for all clients
Provide feedback and reporting monthly on customer retention
Develop relationships with all internal and external stakeholders to ensure collaboration in driving strategies
Develop internal stakeholders on customer relationship management and provide tools/frameworks on use
Develop , implement and monitor customer savings strategies & associated reporting
Participate in new business presentations and implementations
Assist in attaining client reviews, case studies and references

Hierarchy:

Head of Customer Success

Key communication and relationships:

Internal:
Business Development Manages (BDM); National Sales Leader; Operations Leader; Travel Managers; Head of Customer Success; Operations, Support Teams and General Manager
External:
Customers; Suppliers; Professional Bodies

Job Requirements

Education and qualification:

Minimum requirements

Added advantage

Tertiary qualification
(NQF Level 5)

Travel Sector qualification

Experience:

Minimum 3 years Key Account Management experience
Minimum 5 year’s B2B experience
5 years C-Level engagement experience
Minimum 5 years’ experience in the Travel Industry
Proven track record in achieving targets in the Travel Industry
Reporting and Online Booking Tool Knowledge
Corporate Travel or Travel contracting experience advantageous
 

Other:

Location:

Johannesburg

Travelling:

Domestic and International

Office hours:

As determined by business needs

Additional:

Own transport essential

 

Functional / job-related

Competency

Proficiency required:

Basic

Intermediate

Advanced

Microsoft Office – latest version

1

2

3

CRM tool

1

2

3

Online Booking Tool Knowledge

1

2

3

Data & Reporting Knowledge

1

2

3

Customer Implementation

1

2

3

Business Acumen, e.g. Business Plans

1

2

3

Commercial Acumen, e.g. pricing, analysis

1

2

3

Presentation Skills

1

2

3

Problem Solving Skills

1

2

3

Key Account Management, e.g. reviews, reporting , negotiating

1

2

3

Networking

1

2

3

 

Other / soft skills

Competency

Proficiency required:

Basic

Intermediate

Advanced

Confident

1

2

3

Time Management skills

1

2

3

Written & Verbal communication

1

2

3

Disciplined and follow through

1

2

3

Self-driven

1

2

3

Self-Managed

1

2

3

Flexible / Adaptable

1

2

3

Emotional Intelligence

1

2

3

Interpersonal skills

1

2

3

Negotiation Skills

1

2

3

Persistence / Resilience

1

2

3

Accountability

1

2

3

Willingness to learn

1

2

3