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FCM is one of the world’s largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries, FCM’s flexible technology anticipates and solves client needs, supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience. As part of the ASX-listed Flight Centre Travel Group, FCM delivers the best market-wide rates, unique added-value benefits, and exclusive solutions. A leader in the travel tech space, FCM has proprietary client solutions. FCM provides specialist services via FCM Consulting and FCM Meetings & Events.

About The Opportunity 

The purpose of the Inside Account Manager (IAM) is to drive customer profitability, retention, and growth. In addition, a focus on delivering customer value and best practice travel programmes and to increase and optimise the number of services provided to low tier customers.  

These customers will be provided with a travel management programme in accordance with an agreed low touch service model. The strategic intent of these programmes will be to deliver outstanding customer service, improved efficiencies, good account management practices and use of FCM technology, products, and services, resulting in retention and growth

Key duties & responsibilities:

Customer Engagement and Support

• Collaborate as a team to provide customer-facing services
• Offer support to non-strategic small and medium-sized customers, or to smaller branches of multinational corporation (MNC) clients
• Identify areas of commercial opportunity and growth

Local Account Management

• Deliver all complimentary Local Account Manager support through the Inside Account Management team
• Handle non-assigned customer contacts, ensuring they receive appropriate support

Implementation Support

• Assist in the implementation of services when no dedicated Account Manager (AM) is assigned

Product Knowledge and Value Proposition

• Develop a thorough understanding of FCM's products and value proposition to effectively support customers

Reporting and Analysis

• Provide ad hoc reporting as needed
• Generate standard reports on request to meet customer needs

Coordination with Account Managers

• Interface with relevant Regional Account Managers (RAM) or Global Account Managers (GAM) to ensure seamless service delivery and customer satisfaction

Soft Touch Account Management

• Offer non-chargeable, "soft touch" account management to support customers without incurring additional costs

Automated Reporting

• Manage the generation and distribution of automated reports for customers

Customer Support Contact

• Serve as the primary FCM contact for addressing support issues and queries
• Maintain a central mailbox to efficiently handle customer queries and support requests

We’d love to hear from you if you have...

• At least 2 years' experience in account management, customer service or a related field
• Proficient with Microsoft tools - Word, Excel & Powerpoint
• Comfortable with technology for reporting and CRM
• Possess a Challenger Mindset
• Strong in selling and negotiation skills
• Knowledge of travel industry would be an advantage

Are you ready to elevate your career in travel management? Apply with FCM today!

FCM Asia is an Equal Opportunity Employer searching for talented, driven people who have a desire to build a rewarding career in a company that loves to celebrate your success! We work in a team work environment where we maintain a favourable working relationship with co-workers in all departments to foster a culture of trust and mutual respect.

By joining the team, you'll discover first hand why we're recognised around the world as an outstanding employer.  In addition, our company founder strongly believes the success of our business relies on the success of our people.