Senior Manager, Customer Operations
Core
Drive revenue and order book growth, retention, and executive engagement for the Qantas account within the Managed Network and related services.
Role type
Senior Manager, Customer Operations (Sales Farming)
Builds
Customer revenue, order book growth, and strategic account plans for Qantas
Domain
Aviation / Airline Services
Required skills
Customer Success Management, Sales Farming, Upsell & Cross-sell, Executive Stakeholder Management, CRM & Service Management Platforms, Customer Analytics, Strategic Leadership, Change Management, Commercial Negotiation, Team Leadership
Preferred skills
Experience in Telecommunications Service Provider, Account Management, or customer-facing roles within technology or aviation industries
Technologies
Salesforce (SFDC), ServiceNow (SNOW)
Responsibilities
Drive revenue and order book growth by identifying upsell, cross-sell, and expansion opportunities; Build and maintain qualified sales funnel by uncovering customer needs and digital transformation opportunities; Lead Proof of Concepts (POCs) and customer innovation initiatives; Partner with Account Manager to convert opportunities into commercial proposals; Develop retention strategies to improve satisfaction and renewals; Establish executive-level customer relationships and execute account development plans; Oversee servicer delivery and performance; Analyze customer data and feedback to identify trends and usage patterns; Prepare reports on customer metrics and success initiatives.
Seniority
Senior Manager, 7+ years leadership experience