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Corporate Traveller

3 months ago

Quebec, Canada StudentUniverse Full time
Corporate Traveller - Customer Success Manager - Montreal, QC

Job no: 522593
Brand: Corporate Traveller
Work type: Full time, Hybrid
Location: Quebec
Categories: Corporate & Group Travel

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.

About The Opportunity

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.

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
  • 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

  • Bilingual in both English and French
  • 3+ years in Customer Success or relevant experience
  • Degree
  • 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

Work Perks - What’s in it for you:

  • Enjoy the freedom and flexibility of a hybrid work structure that combines both remote and in-person work.
  • 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.
  • 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.
  • Personal connections: We are a big business founded on personal relationships.
  • Diversity, Equity & Inclusion: Diversity Day, Employee Resource Groups, DEI education, and commitment to fair practices.
  • A career, not a job: We offer genuine opportunities for people to grow and evolve.
  • Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through volunteering and fundraising.
  • Many of our offices are Leadership in Energy and Environmental Design (LEED) Gold certified buildings.

Benefits Include:

  • Generous paid time off policy
  • 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

If this sounds like the opportunity you have been waiting for then APPLY NOW.

This role can be performed onsite or on a hybrid schedule, in compliance with the Company’s Remote and Flexible Work Policy.

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 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.

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