Technical Customer Onboarding Manager

2 weeks ago

Boston, Massachusetts, 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 the successful onboarding of our customers to our technical solutions.

Key Responsibilities
  • Owner of the Technical workstreams and customer product suite within the overall project during project implementations
  • Aligning those responsible for the product implementations to the overall customer objectives
  • Maintain and communicate customers' global strategy and approach with all technical workstreams over different regions, to ensure alignment
  • Create timeline for technical deployment, working alongside Customer Onboarding Manager (COM) and Units as well as all other relevant work stream owners & the customer to ensure it fits in overall project timeline
  • Help those responsible for the product implementations to be successful by setting out clear delivery expectations, provide clear scope overview and project plans
  • Work with each product SME/deployment team to deploy each product and manage the governance on schedule and scope
  • Single point of contact for customer for all applicable technical/ product queries, liaison with workstream owners to review the same and revert to the customer with an update / resolution for the same
  • Build and manage solid project plans, manage risks and issues and control changes that may impact the customer outcomes
  • Provide status updates on technical deployment back to COMs to incorporate in overall status update to internal partners and customer
  • Strong relationships and partner management to understand and meet customer requirements during the implementation process
  • Liaise with compliance teams, when necessary and linked to products and technology in project scope to ensure Global and Regional Legal and Compliance Amex GBT standards are met
  • Review /raise/handle any risks or issues relating to technical deployment and work with the workstream owners to resolve and mitigate the same
  • Collaborate with technical / product team to resolve any technical /product functionality issues/concerns
  • Ensure execution of prescribed end to end test plans to meet the quality metrics
  • Provide expertise on new products
  • Provide best practices
Requirements
  • A passion for working directly with customers and strong relationship building
  • Understanding of Amex GBT and corporate travel
  • Ability to work in a fast-paced matrix environment including managing across multiple geographies, functions & time zones
  • A positive, "can do" attitude
  • Able to motivate a project team and manage under pressure
  • Business English mandatory - multi-lingual capability advantageous
  • Great communication skills and presentation skills
  • Ability to clearly articulate an accountability, then hold people accountable
  • Commercial awareness and strong relationship building skills
  • Excellent relationship building, influencing, negotiating, communication and presentation skills
  • Ability to drive change in the face of possible resistance
  • Effective time management, multi-tasking prioritization skills
  • Experience implementing complex technical platforms
  • High degree of problem solving and decision-making and ability to adapt to changing priorities
  • Ability to perform in complex cross-functional, global, business environment
  • Flexibility and the ability to adapt to change
  • Ability to clearly articulate an accountability, then hold people accountable
  • Knowledge of American Express Global Business Travel Products globally
  • Previous experiences in software implementation would be an asset
  • Ability to understand and manage projects and technology
  • Happy to be challenged and to challenge people and processes
  • Experience collaborating across multiple functional groups and with operational SME's
What We Offer

We offer a comprehensive benefits package, including health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more. You will also have access to our global tuition assistance program, 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.

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.

We are an equal opportunity employer and welcome applications from diverse candidates. 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.

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