Customer Success Manager
A world where tech and people work collectively to make corporate travel simpler, faster and easier.
Corporate Traveller is one of Flight Centre Travel Group’s (FCTG) 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 the 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. For decades, we’ve been helping go-getter businesses grow through travel.
Corporate Traveller has offices across a global network that spans Australia, Canada, USA, UK, South Africa and New Zealand. The brand has been part of the Flight Centre Travel Group for more than 26 years and is a key contributor to the ongoing strength of FCTG’s corporate travel division. Award winning, forward thinking and fun to work for – this is a business for people who love travel, are team players and customer service oriented.
To learn more about Corporate Traveller please click HERE
About The Opportunity
As a Customer Success Manager at Corporate Traveller your mission will be to drive the effectiveness and efficiency of our Customer Success team(s). You will report into the Western Canada Customer Success Leader and will be the leadership teams’ trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.
Key Responsibilities
- Reporting: Create dashboards and reports to highlight opportunities for growth and risk • Analytics: Turn information into insights • Operational improvement: Turn insights into action
- Customer Lifecycle: Review and adjust touch points in customer journey to increase adoption and CSAT score • External comms: Collaborate with Enablement and Marketing teams on comms strategy
- Risk management: Identify risk factors and help develop playbooks for CSM’s to address them, including escalation path • Opportunity management: Identify renewal and growth opportunities and maintain process in CRM tool
- Cross-functional coordination: Relay customer feedback to product team, align with support teams, provide feedback to sales on new client performance
- Team structure: Look for opportunities to re-segment clients, use metrics to forecast hiring needs
- Enablement: Highlight development opportunities to enablement team
- Systems: Work in collaboration with enablement team to ensure existing tools are used effectively and new tools are rolled out smoothly
- CS Tool: Help implement and maintain tool or alternative system
Experience & Qualifications
- 3+ years in Customer Success or relevant experience
- Degree
- Takes high degree of ownership over their work
- Passion for designing processes that scale
- Possess exceptional presentation skills, including the ability to deliver clear, persuasive, and engaging presentations to diverse audiences, both in-person and virtually
- Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
- Enjoys “getting their hands dirty” by digging into complex operations
- Curiosity for data interpretation
- Clear communicator with professional presence
- Strong listening skills; open to input from other team members and departments
- Ability to influence decisions and present business case
Work Perks! - What’s in it for you:
FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.
- Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
- Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
- Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
- Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
- Personal connections: We are a big business founded on personal relationships.
- Diversity, Equity & Inclusion
- Diversity Day: paid leave to observe holiday or cultural celebration of your choice
- Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice)
- DEI education
- Commitment to fair practices such as regular equity assessments and inclusive recruitment protocols
- A career, not a job: We offer genuine opportunities for people to grow and evolve
- We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
- Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through volunteering and fundraising.
- Office Environmental Program
- Many of our offices are Leadership in Energy and Environmental Design (LEED®) Gold certified buildings
- 1 Volunteer Day per Calendar Year
Benefits Include:
- Generous paid time off policy
- Travel perks/discounts
- Health & Wellness Programs and Employee Financial Wellness Services
- National/International Award Nights and Conferences
- Group benefits including extended health care, dental and vision, gender affirming care, fertility care
- Insurance including life, AD&D, critical illness, long term disability
- Employee Assistance Program
- RRSP/RPP with matching
- Tuition Reimbursement Program
- Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
- Global career opportunities in a network of brands and businesses
#LI-DE1#CTCA#LI-Onsite
Location – Vancouver, Canada
If this sounds like the opportunity you have been waiting for then APPLY NOW.
For this position, we anticipate offering an annual salary of $87,550. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.
We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.
Our number one philosophy? Our people. Flight Centre Travel Group’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.
We are committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at fccareers@flightcentre.ca
