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Client Onboarding 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. Our workplace fosters an inclusive and collaborative culture where every colleague's voice is heard and valued.
Role Overview:
The primary objective of this position is to oversee the customer onboarding and migration journey, collaborating with clients, internal teams, and external partners as necessary. This role is pivotal in ensuring the seamless implementation of both regional and global projects.
Key Responsibilities:
- Take ownership of the customer onboarding experience, ensuring all stakeholders are aligned and informed.
- Utilize Amex GBT project documentation and adhere to the SID implementation process for project execution.
- Conduct thorough project handovers and readiness assessments with Solutions Design teams, documenting any risks and follow-up actions.
- Develop a comprehensive work breakdown structure, clearly defining roles and responsibilities for all parties involved.
- Ensure that all client requirements are thoroughly understood and documented for subsequent teams to act upon.
- Create and manage detailed project plans, ensuring alignment and approval from all stakeholders.
- Foster a positive and engaging environment to enhance collaboration and project success.
- Effectively communicate project performance, including status updates, achievements, risks, and dependencies.
- Oversee end-to-end testing processes, ensuring all documentation is completed accurately and on schedule.
- Establish and manage the structure for project calls with stakeholders.
- Participate in team discussions, sharing insights and supporting process improvements.
Personal Attributes:
- A genuine passion for customer engagement and relationship building.
- Strong understanding of Amex GBT and the corporate travel landscape.
- Ability to thrive in a dynamic, fast-paced environment while managing multiple priorities across various regions and time zones.
- A proactive and positive mindset.
- Proven capability to motivate teams and manage challenges effectively.
- Fluency in Business English is essential; additional languages are a plus.
- Exceptional skills in relationship management, negotiation, communication, and presentation.
- Ability to clearly define responsibilities and hold team members accountable.
- Strong commercial awareness and relationship-building capabilities.
- Excellent organizational skills, including multitasking and time management.
- Ability to drive change and adapt to evolving circumstances.
- Strong problem-solving and decision-making skills.
- Flexibility and adaptability to change.
- Experience in collaborating across diverse functional teams and operational subject matter experts.
What You Will Do:
- Conduct readiness assessments and prepare documentation for Solutions Design handovers.
- Manage documentation repositories and customer project sites.
- Facilitate customer kickoff meetings and prepare relevant materials.
- Coordinate global core setup requests.
- Define roles and responsibilities through work breakdown structures.
- Prepare bi-weekly status reports and launch reporting templates.
- Oversee global testing plans and ensure closure and lessons learned documentation is completed.
Compensation and Benefits:
The national annual base salary range for this position is from $85,000 to $170,000, reflecting the complexity of the role and the candidate's experience. In addition to base salary, this role is eligible for an Annual Incentive Award plan based on individual and company performance.
Employee Experience:
At Amex GBT, we prioritize work-life balance and offer flexible benefits tailored to individual needs. Our benefits include health and welfare insurance, retirement programs, parental leave, and more. We also provide travel perks, professional development opportunities, and resources to support mental and emotional well-being.
We are committed to fostering a diverse and inclusive workplace, ensuring equal consideration for all applicants without regard to protected characteristics. We also provide reasonable accommodations for individuals with disabilities throughout the hiring process.
