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Client Onboarding Specialist

2 months ago

Orlando, Florida, United States American Express Global Business Travel Full time

About American Express Global Business Travel

At Amex GBT, we believe in the transformative power of travel and its ability to create positive change. Our team is dedicated to fostering an inclusive and collaborative environment where every voice is heard and valued.

Role Overview:

The Customer Onboarding Manager is responsible for overseeing the onboarding and migration process for clients, collaborating with internal teams and external partners to ensure a seamless experience.

Key Responsibilities:

  • Manage the client onboarding journey, coordinating with various stakeholders and ensuring alignment on project goals.
  • Implement regional and global initiatives, adhering to established project documentation and processes.
  • Conduct thorough project handovers and readiness assessments, documenting any risks and necessary follow-ups.
  • Develop a comprehensive work breakdown structure, clearly defining roles and responsibilities for all parties involved.
  • Ensure all client specifications are accurately captured and communicated to relevant teams for execution.
  • Create and maintain detailed project plans, ensuring all stakeholders are informed and in agreement.
  • Foster a positive and engaging atmosphere to promote collaboration and project success.
  • Monitor project performance, providing clear updates on status, achievements, and any changes or challenges encountered.
  • Oversee end-to-end testing processes, ensuring completion and quality as per global standards.
  • Facilitate stakeholder meetings, contributing insights and supporting team members as needed.

Personal Attributes:

  • Strong passion for customer interaction and relationship management.
  • Solid understanding of corporate travel dynamics and Amex GBT's offerings.
  • Able to thrive in a fast-paced, matrixed environment, managing multiple priorities across various time zones.
  • Exhibit a proactive and positive attitude.
  • Skilled in motivating teams and managing projects under pressure.
  • Fluent in business English; additional languages are a plus.
  • Exceptional communication, negotiation, and presentation skills.
  • Ability to articulate responsibilities clearly and hold team members accountable.
  • Strong organizational skills, with a focus on multitasking and effective time management.
  • Proficient in driving change and managing resistance.
  • Excellent problem-solving and decision-making capabilities.
  • Adaptable and flexible in response to changing circumstances.
  • Experience collaborating across diverse functional teams.

What You Will Accomplish:

  • Conduct readiness assessments and prepare documentation for project handovers.
  • Maintain a centralized documentation repository for project data and templates.
  • Facilitate customer kickoff meetings and prepare necessary presentation materials.
  • Coordinate global setup requests for operational needs.
  • Define roles and responsibilities using established templates.
  • Provide bi-weekly status reports to stakeholders.
  • Prepare launch reports and ensure all milestones are met.
  • Oversee the global testing plan and ensure compliance with quality standards.
  • Document lessons learned and conduct project debriefs for continuous improvement.

Compensation and Benefits:

The salary range for this position is competitive and commensurate with experience. In addition to base salary, this role is eligible for performance-based incentives and a comprehensive benefits package tailored to support your well-being and professional development.

We are committed to diversity and inclusion in our workforce and encourage applications from all qualified individuals.