Key Customer Success Manager - South Bank, Qld (Brisbane)

Key Customer Success Manager – South Bank, QLD Brand: Corporate Traveller Work type: Full time Location: Queensland Categories: Sales and Customer Service, Commercial About Corporate Traveller Corporate Traveller is the only travel management corporation in Australia dedicated to SME businesses. Part of the corporate division of the Flight Centre Travel Group (FCTG), Corporate Traveller is one of FCTG's most successful brands, globally. Our mission is to dominate the SME market, making the end‑to‑end travel experience faster, simpler, and easier for our customers and to demonstrate ongoing value to decision‑makers, travellers and bookers. We provide our customers with a perfect blend of personal, local service blended with our expert technology suite and the great choice and value which comes with being part of the FCTG family. 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 programmes to increase and optimise the number of services provided to complex, high‑touch, and strategic customers. The strategic intent of these programmes is to deliver outstanding customer service, improved efficiencies, consolidation, savings, best‑in‑market account management practices and use of CT technology, products and services, resulting in retention and growth and a best‑in‑market customer travel programme. Customer programmes will be built on agreed national and regional requirements. Responsibilities
- Commercial: Identify opportunities for value‑added sales into existing customer base; ensure fees are charged per CT agreement; identify 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 RSVP 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 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 and services; be an expert in selling the benefits of all product and service opportunities; quarterly recommendations of innovation into customer programme; implement products & services that enhance customer programmes; provide recommendations to customers on strategic direction of programme in respect to booking, payment settlement and compliance benchmarked to similar customers; detailed innovation roadmap for all customers; engage senior FCTG tech leaders to help drive technology innovation within programme.
- Collaboration: Develop solid internal and external business relationships; influence customer to change to deliver value to customer programme; 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 programmes 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 SMEs 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 sell 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 programme and offer savings/efficiency improvements; conduct yearly Vision/Planning/Goals sessions with customer; use of programme 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 programme recommendations; conduct a yearly full programme 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
- Minimum 3 years extensive customer success/account management, ideally in the Travel & Tourism 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. Benefits
- Remuneration: OTE $116,850 with a base of $97,375 plus incentives + super.
- Culture: Inclusive company with a team culture like no other; FlightCentreTravel Group Australia is proud to be a certified Great Place To Work.
- Equal Prospect Employer: We are an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno‑religious minority groups and people with disability, regardless of age, gender identity or expression, sexual orientation, veteran status.
- Learning & Development pathway options.
- Access to LinkedIn Learning for ongoing skills development.
- Exclusive staff discounts via employee portal.
- Travel discounts for family and friends.
- Career opportunities across the FCTG brands and businesses worldwide.
- Health benefits, gym access.
- Mental health support and Employee Assistance Program.
- Social events, awards nights, team‑building, industry events and global conferences.
- Corporate Social Responsibility program, paid parental and volunteer leave.
- Sustainability initiatives. Legal Applicants must be based in Australia and have the right to work without restriction or require visa sponsorship. Remote working options are not available for this position. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3ru625