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Customer Success Analyst_
3 months ago
Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. Ready to explore a career path? Start your journey. The Neo1 team is a “full stack” innovation hub within American Express GBT, managing the end-to-end customer experience of a technical platform built to service the business spending needs of smaller customers (SME’s). The platform is a SaaS solution and allows SME’s to self-register and be up and running within a couple of days. We are looking for a Customer Success Analyst with previous experience of managing or deployment of expense management solutions within an organization. You will be passionate about helping customers see and experience our technology platform as effectively and efficiently as possible. You will be analytical and logical in your work, have strong written and communication skills and love playing with new technologies – apps, platforms, and digital services. You will love providing an exceptional level of service to delight our customers. You will join a dynamic and fast-paced environment and work with cross-functional teams to design, build and deploy customer nurture programs to ensure our customers are engaged and supported on the platform. You will be a self-starter and get a kick out of solving problems with technology. We are looking for people that always push to work smarter, faster, and seek to improve quality, service, and use technology automation to fulfil predictable tasks. Experience or an understanding of Expense Management is required for this role, and any of the following would be beneficial: business travel, corporate payments, virtual cards or finance practices. **What You’ll Be Doing:** + Own incoming support and onboarding requests from initiation to closure. + Manage time and quality expectations while delivering an exceptional customer expience. + Help create and maintain educational materials for customers. + Proactively reach out to customers to ensure they are utilizing the Neo1 platform effectively. + Assist in customer onboarding by providing training and guidance on product usage. + Help create and maintain educational materials for customers. + Perform technical troubleshooting, problem solving, investigations, and testing across platforms, technologies, operating environments, and departments. + Demonstrate technical configuration skills on our own platform, Neo1. + Collaborat with cross-functional teams to resolve customer issues and concerns promptly. + Escalate complex issues to the appropriate teams and ensure timely resolution. + Solicit feedback from customers to gather insights for product improvement. + Help review reports on customer satisfaction, usage, and feedback for management. + Help use data-driven insights to provide recommendations for improving customer satisfaction and retention. + Develop a deep understanding of our products or services to assist customers effectively. + Stay updated on platform updates and changes to ensure accurate information dissemination. **What We’re Looking For:** + Experience of expense management solutions/SME finance platforms, either from a deployment or management perspective + Previous experience working in successful customer engagement and support functions to meet time and quality standards. + Ability to develop documentation, knowledge articles, create instructions, guidelines, and "canned" customer responses. + Strong written and communication skills, with the ability to present to small groups of people. + Understanding of and/or hands-on experience in SaaS, APIs, web, travel, banking, mobile finance technologies. + Strong problem-solving skills and a willingness to roll up one's sleeves to get the job done. + Skilled at working effectively with cross-functional teams in a matrix organization. + Ideally, you have experience, knowledge, or a keen interest in one or more of the following industries: + B2B or B2C Finance + Payments / Online Payments + P2P (Procurement) space + Business Travel + Exposure to the B2B Payments and Spend Management ecosystem and an understanding of the major players, products and relationships. + Business Travel Ecosystem – Booking and underlying technology/GDS. **Location** United States The US national annual base salary range for this position is from $45,000 to $83,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location. In addition to base salary, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document. Benefits at a glance (mexglobalbusinesstravel.com/rs/346-POJ-129/images/GBT\_2023BenefitsAtAGlance\_Without\_Rates\_Final.pdf) **The #TeamGBT Experience** Work and life: Find your happy medium at Amex GBT. + **Flexible benefits** are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more. + **Travel perks:** get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals. + **Develop the skills you want** when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first. + **We strive to champion Diversity, Equity, and Inclusion** in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action. + **Wellbeing resources** to support mental and emotional health for you and your immediate family. + And much more All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law. Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement (mexglobalbusinesstravel.com/gbt-recruitment-privacy-statement/) . **What if I don’t meet every requirement?** If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for Click Here to Learn More (mexglobalbusinesstravel.com/careers/)
