Job Description

Serko is at the forefront of travel and expense management innovation and is one of the most exciting businesses in the high tech sector. We're still small enough for everyone to know everyone but we're big enough to take on the big boys and win. And that's the plan.

We're a diverse, close knit group where everyone's opinion matters and anyone can lead. The work is challenging, complex and hugely rewarding. To find out more about working at Serko go to

One core element of a beautiful customer experience is the role our Customer Optimisation Managers play in helping our clients to use the software to their best advantage. We're looking for a customer focused individual who is tech savvy and knows a thing or two about Travel Management - particularly the Serko product!

Based in Sydney this is a fixed term contract for 4 months covering maternity leave where you will look after a client base stretching across the country, with colleagues around the Globe. Serko is growing fast though, so there's the possibility that this could lead to a permanent role.

Domestic and occasional international travel will be a requirement of the role.


We’re looking for an individual who uses our product well, and wants to help others to get the most out of it.

Our Customer Optimisers are the human face of Serko – they’re out with our clients communicating great ways to use the product, and looking for ways to improve its use on site. If you’re successful, you’ll be able to analyse customer requirements, identify blocks to adoption and implement strategies to remove those blocks. You'll probably already know Serko's products, and will be keen to work with Zeno. You'll be

  • Consulting with customers on best practice implementation methods
  • Travelling to client sites for onsite assistance – domestically and internationally as required
  • Help maximise the conversion from off-line to on-line booking by removing barriers.
  • Be a great trainer, whether it is full software training, on-line training, creating and recording training, ad-hoc training, or helping someone at their desk.
  • Issue escalation to the support team where adoption is impacted
  • Issue escalation to account management when relationship or commerce is affected
  • Optimising customer databases
  • Acknowledging travel booking availability and performance is a priority
  • Continually learning, developing and maintaining knowledge and skill in order to be able to create solutions to client problems and queries associated with this role
  • Thoroughly documenting the status of all client based liaisons and communications
  • Sharing information/best practices amongst our team.
  • Be confident with Excel and possibly Power BI for status reporting.


Serkodian's are rewarded for their efforts with a great salary, competitive benefits, awesome offices and a great social atmosphere. If you’re up for a challenge, and are excited about joining a business with a growing international reputation, we’d love to hear from you.

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