Customer Success Operations Manager– Remote, USA
Who we are
Flight Centre Travel Group (FCTG) has grown to be one of the world’s largest travel retailers and Corporate Traveler one of the leading SMB corporate travel management companies. We are combining technology and service to provide the ultimate experience for our valued customers.
About The Opportunity
We are looking for a motivated and driven Customer Success Operations Manager to join our growing team. As a Customer Success Operations Manager at Corporate Traveler your mission will be to drive the effectiveness and efficiency of our Customer Success team(s). You will report into the VP, Customer Success and will be the leadership teams’ trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.
Responsibilities
Create dashboards and reports to highlight opportunities for growth and risk
Turn information into insights
Turn insights into action
Review and adjust touch points in customer journey to increase adoption and CSAT score
Collaborate with Enablement and Marketing teams on comms strategy
Identify risk factors and help develop playbooks for CSM’s to address them,
Identify renewal and growth opportunities and maintain process in CRM tool
Relay customer feedback to product team, align with support teams, provide feedback to sales on new client performance
Look for opportunities to re-segment clients, use metrics to forecast hiring needs
Highlight development opportunities to enablement team
Work in collaboration with enablement team to ensure existing tools are used effectively and new tools are rolled out smoothly
Help implement and maintain tool or alternative system
Key Competencies
Takes high degree of ownership over their work
Passion for designing processes that scale
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
Experience & Qualifications
Minimum of 3+ years’ previous experience in Customer Success or other relevant experience
Bachelor’s Degree
Exceptional communication and active listening skills
Go getter personality with a positive outlook
Strong prioritization, time management and organizational skills
Comfortable working in a fast paced, high volume environment
Strong technical and analytical skills
Work Perks
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. Including career development opportunities, incentives and discounted travel to health and wellness initiatives, and an employee giving program we’ve got you covered!
Generous remuneration structure
Travel perks/discounts.
Health & Wellness Programs and Employee Financial Wellness Services
Generous paid-time off policy
National/International Award Nights and Conferences
Diversity & Inclusion initiatives
Benefits including vision, medical, and dental
Employee Assistance Program
401k program with partial match
Employee Share Plan
Global career opportunities in a network of brands and businesses
Ongoing training and professional development
Fun and flexible work environment
Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
Employee giving program
Annual Charity Trip
Office Environmental Program
1 Volunteer Day per Calendar Year
#LI-REMOTELocation – Remote, USA
If this sounds like the opportunity you have been waiting for and you would like to be part of our award winning culture then APPLY NOW.
We thank all candidates for their interest; however, only those selected to continue in the process will be contacted
FCTG USA is an affirmative action-equal opportunity employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success! Please contact [email protected] if you need any assistance.
