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Client Success Specialist
2 months ago
About American Express Global Business Travel:
At Amex GBT, we believe in the transformative power of travel and its ability to create positive change in our industry.
We foster an inclusive and collaborative environment where every voice is heard and valued.
Role Overview:
The Neo1 team serves as a comprehensive innovation hub 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 short timeframe.
We are in search of 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 exceptional customer experiences while managing time and quality expectations.
- Develop and maintain educational resources for customers.
- Proactively engage with customers to guarantee effective utilization of the Neo1 platform.
- Provide training and guidance during customer onboarding to enhance product usage.
- Conduct technical troubleshooting, problem-solving, and testing across various platforms and technologies.
- Showcase technical configuration skills on the Neo1 platform.
- Collaborate with cross-functional teams to promptly address customer issues.
- Escalate complex issues to the appropriate teams for timely resolution.
- Gather customer feedback to inform product enhancements.
- Review reports on customer satisfaction and usage for management insights.
- Utilize data-driven insights to recommend improvements in customer satisfaction and retention.
- Maintain 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, from either 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, and mobile finance solutions.
- Excellent problem-solving skills and a proactive approach to tasks.
- Proven ability to work effectively with cross-functional teams in a matrix organization.
- Ideally, you possess knowledge or interest in industries such as B2B or B2C Finance, Payments, Business Travel, or the B2B Payments ecosystem.
Compensation and Benefits:
The US national annual base salary range for this position is from $45,000 to $83,000, based on the role's scope and the candidate's experience. This role is also eligible 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.
Commitment to Diversity:
We are dedicated to championing Diversity, Equity, and Inclusion in all aspects of our business. We encourage individuals from all backgrounds to apply.
