Brett Copeland
Director Customer Success @ Flight Centre | CX, Retention, Revenue Growth, Leadership, Partner Management, Analytics, Customer Relationship Management (CRM)
- Role
- Director, Customer Success - Corporate Traveler at Flight Centre Travel Group, The Americas
- Location
- Austin, TX, US
- LinkedIn followers
- 500 followers
About Brett Copeland
Accomplished Customer Success Manager with more than 15 years of success in organizational leadership, client development, key account management, and revenue growth in the Corporate Travel sector. Demonstrating exceptional adaptability and strategic acumen in leading successful business transformations and translating high-level strategy into operational success. Leveraging industry expertise and a client-centric approach to serve as a trusted advisor, forging relationships with key stakeholders and collaborating with both internal and external partners to deliver technical services and solutions that meet the diverse needs of clients.
Experience
Director, Customer Success - Corporate Traveler
Flight Centre Travel Group, The Americas
Jun 2021 — Present · Austin, TX, US
Increased Net Revenue Retention (NRR) to 116% by implementing new employee incentive structure focused on renewals- Increased Customer Revenue Streams by 12% through strategic initiatives addressing supplier challenges. Led to 8% improvement on operating margin- Led team of 14 Customer Success Managers throughout the US responsible for retaining and growing the revenue of Top Tier customers valued at app. 350 Million in Annualized Transactional Volume- Developed automated Customer Health Score based on 22 data points including revenue retention, product adoption, margin, engagement, Customer Satisfaction, Zendesk ticket resolution, and more- Collaborated cross-functionally with Internal Sales, Client Services, Onboarding, Product Management, Operations, and Technology to develop new products, identify strategic partnerships, and lead successful system migrations.
Education
University of Southern California
Bachelor of Arts (B.A.)
Skills
- Tourism
- Hospitality Industry
- Management
- Marketing Strategy
- Leadership
- Account Management
- Hospitality
- Leisure
- Event Management
- Flights
- Customer Service
- Hotels
- Airline Ticketing
- Hotel Management
- Travel Technology
- E-Commerce
- Business Travel
- Marketing
- Online Travel
- Strategic Planning
- Social Media
- Travel Management
- Sabre
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