Technical Customer Onboarding Manager

2 weeks 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, ensuring alignment with overall customer objectives.
  • Maintain and communicate customers' global strategy and approach with technical workstreams across regions, ensuring alignment and effective deployment.
  • Create timelines for technical deployment, working closely with Customer Onboarding Managers, Units, and relevant workstream owners to ensure project timelines are met.
  • Help product implementation teams succeed by setting clear delivery expectations, providing scope overviews, and project plans.
  • Work with product SMEs and deployment teams to deploy products, manage governance, and ensure timely completion.
  • Act as a single point of contact for customers on technical/product queries, liaising with workstream owners to resolve issues and provide updates.
  • Build and manage solid project plans, identify risks, and control changes impacting customer outcomes.
  • Provide status updates on technical deployments to Customer Onboarding Managers, incorporating them 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 as necessary to ensure adherence to Global and Regional Legal and Compliance Amex GBT standards.
  • 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 and 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 building strong relationships.
  • 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 and ability to motivate project teams under pressure.
  • Hold business English as a mandatory skill, with multi-lingual capability being 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.
  • Exhibit excellent relationship-building, influencing, negotiating, communication, and presentation skills.
  • Be able to drive change in the face of possible resistance.
  • Demonstrate effective time management, multi-tasking, and prioritization skills.
  • Have experience implementing complex technical platforms.
  • Display a high degree of problem-solving and decision-making ability, with the capacity to adapt to changing priorities.
  • Be able to perform in complex cross-functional, global business environments.
  • Exhibit flexibility and the ability to adapt to change.
  • 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 willing to be challenged and challenge people and processes.
  • Have experience collaborating across multiple functional groups and with operational SMEs.
What We Offer

As a Technical Customer Onboarding Manager at American Express Global Business Travel, you will have the opportunity to work with a talented team, develop your skills, and contribute to the success of our organization. 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 global tuition assistance, 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.

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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