Key Customer Success Manager - North Sydney

About the role

Corporate Traveller, a travel management corporation for SME businesses and part of the Flight Centre Travel Group, is hiring a Key Customer Success Manager in North Sydney, NSW. The role drives customer profitability, retention and growth, and delivers tailored travel programs to complex, high-touch, strategic customers. It manages a range of high-value national and multinational customers.

Key responsibilities

• Identify upsell opportunities, ensure fees are charged correctly and drive revenue growth
• Drive customer compliance and growth with directly procured products such as air, hotel, car, rail, ground transport, insurance and VIP services
• Review customer profit and loss regularly and work with national, regional and global teams to optimise contracts
• Build relationships with customers at all levels, including the C-Suite, and connect them with senior CT and FCTG stakeholders
• Keep customers informed of new products and services, recommend innovations quarterly and build a detailed innovation roadmap
• Configure technical products, use CRM systems (Salesforce) and analyse customer data and trends
• Run annual program reviews, vision/planning sessions and a full program review, using a performance scorecard and a de-risk strategy to retain customers
• Manage and deliver key customer projects, communicate deliverables to stakeholders and integrate business goals into project scope

Required profile

• At least 3 years of customer success or account management experience, ideally in travel and tourism or corporate TMC
• Experience managing large and complex customers
• Corporate B2B service experience
• Ability to articulate products, services and value propositions clearly, and to build multi-level relationships
• Candidates must be based in Australia and have unrestricted right to work

Required skills

• Salesforce CRM
• Customer success and account management
• Project management

What we offer

• Base pay of $97,375 plus uncapped monthly incentives and superannuation
• Learning and development, including LinkedIn Learning
• Staff discounts on retail, travel, health and financial products, and employee share plan
• BUPA health insurance discounts, mental health support and employee assistance program
• Reward and recognition events and career opportunities with promotion from within