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, aligning stakeholders to customer objectives.
  • Maintain and communicate customers' global strategy and approach with technical workstreams, ensuring alignment across regions.
  • Create timelines for technical deployment, working with Customer Onboarding Managers and Units to ensure project timelines are met.
  • Help product implementation teams succeed by setting clear delivery expectations, providing scope overviews, and project plans.
  • Manage governance on schedule and scope, working with product SMEs and deployment teams.
  • Act as a single point of contact for customer technical/product queries, liaising with workstream owners to resolve issues.
  • Build and manage solid project plans, manage risks, and control changes impacting customer outcomes.
  • Provide status updates on technical deployment to Customer Onboarding Managers for incorporation into overall status updates.
  • Develop strong relationships and partner with customers to understand and meet their requirements during implementation.
  • Liaise with compliance teams to ensure Global and Regional Legal and Compliance Amex GBT standards are met.
  • 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/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 the 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

We offer a comprehensive benefits package, including health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more. You'll also have access to global tuition assistance, 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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