Manager, Digital Corporate Deployment
Description
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
The Digital Deployment Manager drives the successful onboarding and deployment of American Express card and expense management solutions for new and existing customers. Partnering with customers who go through a digital, self-guided onboarding experience, this role provides guidance and support during initial setup to ensure card programs and expense management solutions are aligned to business needs and desired outcomes. The role focuses on product adoption through card distribution and utilization, while collaborating with internal stakeholders to deliver maximum value throughout the customer journey. We are seeking an accountable professional who balances strong relationship management with business and technical expertise. Candidate will need to reside in close to our office locations in either Phoenix, Sunrise, FL, and Minneapolis.
Customer Relationship Management
Post digital application process, reach out to customer to set expectations on support throughout their setup journey
Actively listen to the customer’s challenges and prioritize effective solutions
Collaborate with customers to ensure satisfaction and identify opportunities to add value
Meet all deadlines through a self-driven mindset & deliver on commitments to customers
Manage expectations of customers and mitigate risk
Support customers through self-guided setup from Sale to Adoption
Independently plan, organize, and manage deployments for multiple customers
Assist customers with their card and expense management setup as needed throughout the customers’ self-guided journey
Consult the customer through card distribution, while uncovering additional spend conversations
Train/educate customers on card programs and software solution
Driving Early Adoption & Value Realization
Focus on delivering measurable value at every stage of the journey
Maintain the momentum of the project through proactive and reactive reach outs
Serve as primary escalation point during deployment
Monitor customer health indicators during onboarding
Prepare customers for transition into later lifecycle stages
Delivering Exceptional Customer Experience
Partner with the customer to answer questions & assist where necessary
Communicate clearly and professionally (written and verbal)
Identify customer needs through a series of triggers that identify risk of adoption, spend and utilization
Demonstrate empathy, ownership, and accountability in every interaction
Building a Scalable Customer Success Organization
Identify process improvements and operational efficiencies
Partner with the Product team for suggested product & process enhancements
Identify pain points during the customers self-guided onboarding journey and partner with internal stakeholders to improve overall digital experience (digital tools and self-help articles)
Contribute to documentation and onboarding materials for new Customer Success colleagues
- Minimum 5 years of job relevant experience
- Preferred Bachelor's degree in Business or Information Technology or equivalent work experience
- Experience in project management, consulting, or software implementation
- Hands-on experience configuring applications to meet business requirements
- Understanding of data migration and system integrations
- Effective oral and written communication skills
- Proficient in the use of Microsoft Office suite of software
- Knowledge of cloud-based products and services
- Strong presentation skills
Preferred Attributes
- Passion for delivering exceptional customer outcomes
- Strong organizational and time management skills
- Self-motivated with the ability to manage multiple commitments
- Fast learner with a collaborative, team-oriented mindset
- Accountable to your team & your customers
- An entrepreneurial spirit: flexible and willing to pitch in where needed
- Ready to have fun, keep perspective and be part of an amazing team
- Adhere to Blue Box Values, GCS Sales Practices, Standard Operating Procedures & American Express Leadership behaviors
- Be a champion of and for Compliance withing US SME AD & GCS
- Develop cross-functional partnerships to optimize blue box values
Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.