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Onboarding Success Manager

Apply now Job no: 514024
Brand: Flight Centre Travel Group
Work type: Full time, Remote
Location: Australian Capital Territory, New South Wales, Northern Territory, Queensland, South Australia, Tasmania, Victoria, Western Australia
Categories: Corporate & Group Travel, Information & Technology

This Onboarding Success Manager role is responsible for both the successful on boarding of new corporate customers as well as ensuring existing customers are provided with the very best technology experience. The role requires strong communication and people skills, as they will be required to develop good working relationships with customers and multiple internal stakeholders.


What you will be doing: 


  • Identifies, evaluates, and recommends options, implementing if required 
  • Takes responsibility for understanding customer requirements, collecting data, delivering analysis and problem resolution
  • Collaborates with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements 
  • Seeks to fully address customer needs, enhancing the capabilities and effectiveness of customer personnel, by ensuring that proposed solutions are properly understood and appropriately exploited

Specialist Advice 

  • Maintains knowledge of customer system configuration, provides detailed advice regarding their application, and executes implementation tasks 
  • Provides detailed and specific advice in technology and implementations 
  • Provides detailed and specific advice in products and services
  • Collaborates with other specialists, where appropriate, to ensure advice given is appropriate to the needs of the customer

Project  Management 

  • Defines, documents, and carries out implementation projects (typically less than 2 weeks, where there is limited interdependency with other projects), alone or with team members, actively participating in all phases
  • Identifies, assesses, and manages risks to the success of the project
  • Agrees project approach with stakeholders, and prepares realistic plans (including quality, risk, and communications plans) and tracks activities against the project schedule, managing customer involvement as appropriate
  • Monitors costs, timescales and resources used, and acts where these deviate from agreed tolerances
  • Ensures that implementation projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are recorded

Customer Onboarding

  • Lead and own the customer onboarding process to deliver outstanding experiences for our new customers.
  • Lead both internal and external meetings
  • Conduct customer training
  • Consultancy and project management

Configuration & Implementation

  • Configure and implement new customers and re-configure/re-implement existing customers
  • Implement customer on required technology
  • Troubleshoot and solutions focussed


You'll be perfect for this role if you can showcase: 

  • Ability to manage conflicting priorities while meeting customer expectations
  • Experience dealing with difficult or high-pressure situations / negotiation skills
  • A detailed knowledge of the Corporate businesses and how they relate to Flight Centre Travel Group as a whole an advantage
  • Ability to lead meetings and customer training - engaging all levels within the business
  • Professional and respectful in dealing with customers
  • Ability to build trust in relationships
  • Excellent analytical and problem-solving skills
  • Excellent attention to detail


It will be an added advantage if you have:

  • Experience in one or all of the following systems: Serko/Savi, Lumina, Agentport, Sabre and Concur
  • Travel industry experience 
  • Degree qualifications in a relevant discipline


What’s in it for you   

  • Travel discounts including family and friends, health and wellness discounts, financial planning advice and more 
  • Brightness of future - career opportunities in a network of brands and businesses across the global - we promote from within  
  • Monthly awards nights, social team building events, and opportunity to attend global conference (Bali 2023)  
  • We are flexible when it comes to flexibility, blended working arrangements 
  • Individualised Learning & Development pathway options 
  • Paid Parental Leave 
  • Corporate Health Discounts - access exclusive discounts on health insurance plans for you and your family with our partner, BUPA  
  • We proudly support and advocate responsible travel, positive diversity practices, empowered giving, and conservation of natural resources and sustainability  
  • Find our full list of benefits here: https://www.fctgcareers.com/why-work-with-us/benefits-in-each-country/australia
FCTG does not accept unsolicited resumes/candidate profiles from external agencies or suppliers via any method. If any candidates are submitted in an unsolicited manner, we will consider this as a direct candidate application to FCTG and no fee will be payable.

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