Technical Customer Onboarding Manager

4 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, 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
  • 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, managing across multiple geographies, functions, and time zones.
  • A positive, "can-do" attitude.
  • Able to motivate project teams and manage under pressure.
  • Business English mandatory - multi-lingual capability advantageous.
  • Great communication and presentation skills.
  • Ability to clearly articulate accountability and 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, and prioritization skills.
  • Experience implementing complex technical platforms.
  • High degree of problem-solving and decision-making, with the ability to adapt to changing priorities.
  • Ability to perform in complex cross-functional, global business environments.
  • Flexibility and ability to adapt to change.
  • Ability to clearly articulate accountability and hold people accountable.
  • Knowledge of American Express Global Business Travel Products globally.
  • Previous experience 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 SMEs.
What We Offer

At American Express Global Business Travel, we offer a comprehensive benefits package, including flexible benefits, travel perks, tuition assistance, and a commitment to diversity, equity, and inclusion. We strive to create a work environment that is inclusive, collaborative, and supportive of our employees' well-being.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are passionate about our mission and believe you would be a great fit for our team, please apply. We look forward to reviewing your application.

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