Customer Success Manager

With a strategic roadmap our global sales organization is able to ensure the highest level of consulting, delivery and operational excellence. Furthermore, the kind of top level standards is ensured by applying the global standard methodologies and data-driven quarterly business reviews (QBR) with the clients.

POSITION

We are looking for a home-based Customer Success Manager (m/f/d) in Cairns – Far North Queensland, who manages relationships with our government customers and our hotel partners in the Northern region of QLD. The role reports to the Government Sales and Operations Lead, Australia, and works alongside the South East QLD Account Executive, and provides operational support to the Supplier Solutions team.

CHALLENGE

• Daily, excellent operations and support for our hotel partners
• Support and management of inbound support requests from our Northern region hotel partners related to government customers and general administration
•  Advise and train hotel partners on HRS systems and applications and promptly attend to all hotel support requests
•  Responsibility to plan, implement and execute strategies and initiatives with hotel partners. The position is considered as an important interface between the requirements and needs of our government customers and hotel partners.
• Develop a trusted advisor relationship with key accounts, stakeholders and executive sponsors across multiple disciplines within your customer base
•  Ensure the timely and successful delivery of HRS solutions according to customer needs and objectives
•  Manage projects for new customer implementations and oversee the operational running of accounts on a day to day basis
• Manage and lead negotiations with local accounts and find new ways to support customers’ travel processes and increase share of wallet
•  Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
• Enhance department and organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis
•  Liaise between the customer and internal teams
• Work closely with international colleagues to ensure international roll outs of customers
•  Maintain a high level of product portfolio knowledge and the benefits for customers as well as other relevant information such as market trends, strategy, competitors, pricing.
• Optimization of existing, strategic partnerships and forecasting of the partners’ booking and revenue development

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH…

• A commercial education, preferably in the travel industry, or a degree in Business Administration and/or several years consulting or proven account management experience, preferably building customer relationships and technical knowledge within B2B industries
• Experience in a relevant area of solution selling (B2B a plus)
• A commercially driven personality who is also data minded, with strong analytical acumen
• Excellent verbal and written communication skills, including the ability to deliver presentations to executive level audiences
• Very strong analytics, i.e. able to analyze complex data and to draw relevant conclusions
• Accustomed to using CRM systems Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
• Strong stakeholder management skills
• Experience in delivering client-focused solutions based on customer needs
• Proven ability to manage multiple projects at a time while paying strict attention to detail Excellent listening, negotiation and presentation skills
• Desirable to have a strong hotel network, understanding both the connectivity and the hotel distribution landscape
• Familiarity with relevant travel industry software, including Microsoft Office and Microsoft Dynamics
• A knack for providing creative solutions that address the hotel partner’s and customer’s needs
• Excellent negotiation and stakeholder management skills to support cross-functional success in delivering results
• Hands-on experience managing an initiative from start to finish
• The innate drive to do things better. Strong problem-solving skills, creativity to develop new possibilities and processes, always ready to discover new opportunities
• Structured and independent way of working, paired with a high degree of initiative and responsibility
• Fluency in English

PERSPECTIVE

Access to a global network of a globally united and mutually responsible “Tribe of Intrapreneurs” that is passionately dedicated to renew the travel industry and while doing so reinvent the ways how businesses stay, work and pay.

Our entrepreneurial driven environment of full ownership and execution focus offers you the playground to contribute to a greater mission, while growing personally and professionally throughout this unique journey. You will continuously learn from a radical culture of retrospectives and continuous improvement and actively contribute to making business life better, smarter and more sustainable.