Technical Customer Onboarding Manager

3 days ago

Augusta, Maine, United States American Express Global Business Travel Full time
About the Role

We are seeking a highly skilled Technical Customer Onboarding Manager to join our team at American Express Global Business Travel. As a key member of our organization, you will be responsible for ensuring seamless technical onboarding experiences for our customers.

Key Responsibilities
  • Own the technical workstreams and customer product suite within project implementations, aligning stakeholders to customer objectives.
  • Maintain and communicate customers' global strategy and approach with technical workstreams, ensuring alignment across regions.
  • Create timelines for technical deployment, working with Customer Onboarding Managers and Units to ensure project timelines are met.
  • Help product implementation teams succeed by setting clear delivery expectations, providing scope overviews, and project plans.
  • Manage governance on schedule and scope, working with product SMEs and deployment teams to deploy products.
  • Act as a single point of contact for customers, liaising with workstream owners to review and resolve technical/product queries.
  • Build and manage solid project plans, manage risks and issues, and control changes impacting customer outcomes.
  • Provide status updates on technical deployment to Customer Onboarding Managers, incorporating into overall status updates for internal partners and customers.
  • Develop strong relationships and partner with customers to understand and meet their requirements during implementation.
  • Liaise with compliance teams to ensure Global and Regional Legal and Compliance Amex GBT standards are met.
  • Review, raise, and handle risks or issues related to technical deployment, working with workstream owners to resolve and mitigate.
  • Collaborate with technical/product teams to resolve technical/product functionality issues/concerns.
  • Ensure execution of prescribed end-to-end test plans to meet quality metrics.
  • Provide expertise on new products and best practices.
Requirements
  • Possess a passion for working directly with customers and strong relationship building skills.
  • Have a deep understanding of Amex GBT and corporate travel.
  • Be able to work in a fast-paced matrix environment, managing across multiple geographies, functions, and time zones.
  • Exhibit a positive, 'can-do' attitude, with the ability to motivate project teams and manage under pressure.
  • Hold business English mandatory, with multi-lingual capability advantageous.
  • Display great communication and presentation skills, with the ability to clearly articulate accountability and hold people accountable.
  • Have commercial awareness and strong relationship building skills, with excellent relationship building, influencing, negotiating, communication, and presentation skills.
  • Be able to drive change in the face of possible resistance, with effective time management, multi-tasking, and prioritization skills.
  • Have experience implementing complex technical platforms, with a high degree of problem-solving and decision-making ability.
  • Be able to perform in complex cross-functional, global business environments, with flexibility and the ability to adapt to change.
  • Have the ability to clearly articulate accountability and hold people accountable.
  • Have knowledge of American Express Global Business Travel Products globally.
  • Previous experience in software implementation would be an asset.
  • Be able to understand and manage projects and technology.
  • Be happy to be challenged and to challenge people and processes.
  • Have experience collaborating across multiple functional groups and with operational SMEs.
What We Offer

We offer a comprehensive benefits package, including health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more. You'll also have access to travel perks, tuition assistance, 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.

All applicants will receive equal consideration for employment without regard to age, sex, gender, pregnancy, race, color, citizenship, religion, disability, or any other class or characteristic protected by law. 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.

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