Onboarding Success Manager
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. We provide our customers with the perfect blend of personal, local service blended with our expert technology suite and the great choice and value which comes with being part of the FCTG family. For decades, we’ve been helping go-getter businesses grow through travel.
Corporate Traveller has offices across a global network that spans Australia, Canada, USA, UK, South Africa and New Zealand. The brand has been part of the Flight Centre Travel Group for more than 26 years and is a key contributor to the ongoing strength of FCTG’s corporate travel division. Award winning, forward thinking and fun to work for – this is a business for people who love travel, are team players and customer service oriented.
To learn more about Corporate Traveler please click HERE
About The Opportunity
As an Onboarding Success Manager (OSM), you will be accountable for the successful onboarding & implementation of new and existing Corporate Traveler (CT) clients. OSMs are instrumental in setting our clients up for success and ensuring that not only do they have a successful launch with our products & services but that we are gaining high program and Melon adoption from the beginning. As an OSM, you will be part solutions expert, project manager, & trainer for our clients. You will be the face & voice of CT for this critical first impression of our service offering. Our client’s success will be your success!
Key Responsibilities
- Consult with each client to determine the best onboarding process fit
- Build cross departmental relationships with key client stakeholders to strengthen our partnership and ensure client stickiness
- Create and facilitate customized trainings to drive excitement, knowledge, & adoption
- Continuously gather customer feedback to ensure client goals are met
- Manage client expectations while simultaneously acting as their advocate
- Be the solutions expert and key resource for our clients
- Continued innovation of the Onboarding process to be as client centric as possible
- Effective communication & collaboration with Sales to ensure proper documentation and understanding of each customers’ sales
- process, key features, and pain points
- Ensure client details are fully communicated to internal Operational teams throughout the onboarding process
- Seamless handover from OSM to long term CS support
- Ability to onboard a client in Concur
- Ability to set up, HR Feeds, SSO, Duty of Care and any other advance technical set up.
- Act as a team resource & assists in spearheading team projects & initiatives
- Support Sales for Pitches/RFPs
- Build and Adjust Melon sites for clients
Experience & Qualifications
- Previous experience in client Onboarding, Implementations, or Project Management
- Travel Industry knowledge
- Native/Fluent in French (Desired)
- Previous experience in a customer facing role
- Degree
- Familiarity with utilizing tech tools such as Salesforce, Vidyard, & Microsoft suite
- Familiarity with project management tools a plus
- Ability to quickly build rapport with clients
- Problem solving skills to think outside the box and devise creative solutions
- Ability to multi-task, prioritize, and manage time effectively
- Familiar with a structured work environment based on KPIs
- Quick learner with an eagerness to dive right in
Work Perks! - What’s in it for you:
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.
- 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 - You'll have to experience it to believe it!
- 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. That passion is something you can’t miss in our people or service.
- Personal connections: We are a big business founded on personal relationships.
- Diversity, Equity & Inclusion: Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including regular equity assessments and inclusive recruitment protocols.
- A career, not a job: We offer genuine opportunities for people to grow and evolve
- We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
- Giving Back: Committed to making a difference through our Corporate Social Responsibility program, which supports nominated charities via volunteering and fundraising, our Office Environmental Program, LEED® Gold-certified office spaces, and 1 paid Volunteer Day per calendar year.
Benefits Include:
- Generous paid time off policy
- Travel perks/discounts
- 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
Location – Vancouver, Canada
If this sounds like the opportunity you have been waiting for then APPLY NOW.
Have questions about this opportunity? Reach out to our recruitment team at fccareers@flightcentre.ca
For this position, we anticipate offering an annual salary of $97,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.
Before applying to any internal position you must have been with the company or your current role for a minimum of 6 - 12 months and notify your leader prior to applying.
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 value an inclusive and supportive workplace which truly reflects the diversity of our society.
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. Please advise us about accommodation needs at any point by contacting our Recruitment Team at fccareers@flightcentre.ca
🏆 Travel Weekly Magellan Awards: Silver Winner for Accessibility and Inclusivity (2023)
🌟 GBTA WINiT: DEI Leadership Pinnacle Award (2023)
✈️ CHHR: 5-Star DE&I Employer (2023, 2024)
🌍 Seramount, FCTG Mexico : Member of the Global Inclusion Index (2023, 2024)
🏅 Newsweek: America’s Greatest Workplaces for Diversity (2024)
