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2 months ago
About American Express Global Business Travel:
American Express GBT is dedicated to leveraging travel as a catalyst for positive change, allowing our team members to make a significant impact in the travel industry.
Our Culture:
We foster an inclusive and collaborative environment where every voice is heard and valued.
Position Overview:
The Neo1 team serves as a comprehensive innovation center within American Express GBT, overseeing the complete customer journey of a technical platform designed to meet the business spending requirements of small and medium enterprises (SMEs).
This platform operates as a SaaS solution, enabling SMEs to self-register and become operational within a few days.
We are seeking a Customer Success Analyst who possesses prior experience in managing or deploying expense management solutions within an organization. You should be enthusiastic about assisting customers in maximizing their experience with our technology platform.
Key Responsibilities:
- Manage incoming support and onboarding requests from initiation to resolution.
- Ensure timely delivery of high-quality customer experiences.
- Develop and maintain educational resources for customers.
- Proactively engage with customers to optimize their use of the Neo1 platform.
- Provide training and guidance during customer onboarding.
- Conduct technical troubleshooting and problem-solving across various platforms and technologies.
- Showcase technical configuration skills on the Neo1 platform.
- Collaborate with cross-functional teams to address customer issues efficiently.
- Escalate complex problems to the appropriate teams for prompt resolution.
- Gather customer feedback to inform product enhancements.
- Analyze reports on customer satisfaction and usage for management review.
- Utilize data-driven insights to recommend improvements in customer satisfaction and retention.
- Acquire a comprehensive understanding of our products to assist customers effectively.
- Stay informed about platform updates to ensure accurate information dissemination.
Qualifications:
- Experience with expense management solutions or SME finance platforms, either from a deployment or management perspective.
- Background in customer engagement and support functions that meet time and quality standards.
- Ability to create documentation, knowledge articles, and customer response templates.
- Strong written and verbal communication skills, with the capability to present to small groups.
- Familiarity with SaaS, APIs, web technologies, travel, banking, and mobile finance solutions.
- Excellent problem-solving abilities and a proactive approach to tasks.
- Experience working effectively with cross-functional teams in a matrix organization.
- Interest or experience in industries such as B2B or B2C Finance, Payments, Business Travel, or Procurement.
Compensation and Benefits:
The national annual base salary range for this position is from $45,000 to $83,000, based on the complexity of the role and the candidate's experience and skills. This role also includes eligibility for an annual Performance Based Incentive, rewarding participants based on company performance.
We offer flexible benefits tailored to each country, including health insurance, retirement programs, parental leave, and more. Additional perks include travel discounts and access to a wide range of learning opportunities.
We are committed to promoting Diversity, Equity, and Inclusion in all aspects of our business. We encourage applicants from all backgrounds to apply.
