Rsa - Customer Success Manager

3 weeks ago

Johannesburg, South Africa Flight Centre Full time

**Job no**: 512235
**Brand**: Flight Centre
**Work type**: Full time
**Location**: Johannesburg West
**Categories**: Corporate & Group Travel

**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 mínimal 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 clien

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