Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.Ready to explore a career path? Start your journey.As part of our continued growth and evolving partner relationships, we are seeking an experienced Customer Engagement Manager, that is super passionate about B2B technology, driving adoption and customer satisfaction to ensure optimal value is seen from the use of our services for the customer and the partner relationship. You will be responsible for driving engagement and usage of the Neo1 platform for customers and ensuring the ongoing program success of the partnership channel. The ideal candidate will have experience in expense management systems and corporate card programs. You should also have experience and exposure to in client onboarding and customer support.In addition, they need exceptional communication and strategic thinking. You should also be able work cross functionally with internal and external partner stakeholders to grow the partner channel to agreed commercial targets. As a Customer Engagement Manager, you will be analytical and logical, and have a relentless drive to monitor customer engagement activity with direct customer action drive results and outcomes. You are passionate about customer service, will have strong written and spoken skills. You will enjoy working with innovative technologies such as B2C, B2B, Web and Mobile-apps, and digital marketing/support services. You will design, build, and deploy nurturing programs from early tenure through the complete customer lifecycle while driving commercial engagement results. As a self-starter, you will thrive on solving problems with technology and seeing the results delivered.What You’ll Be Doing:
Assist clients with expense and virtual Card onboarding to Neo1.
Provide training and guidance on product usage.
Responsible for focusing on the success of customers working with our payment partners to deploy Neo1 for spend management, virtual Cards and business travel.
Manage customers within the Neo1 payment channel program, aligning with strategic goals.
Drive revenue growth through effective channel management and strategic initiatives.
Identify opportunities for business growth and expansion within the partnership framework.
Maintain accurate engagement and activity dashboard to track progress to agreed goals and objectives.
Communicate regularly with our partners to provide updates and address concerns.
Organize and lead meetings, presentations, and training sessions with stakeholders.
Work with cross-functional teams to design and implement customer engagement programs.
Resolve customer issues promptly and escalate complex issues as needed.
Monitor and report on the performance of the partnership, including key metrics and KPIs.
Prepare and present regular reports to senior management.
Develop a deep understanding of our products or services to assist customers effectively.
Stay updated on platform updates and changes to ensure accurate information dissemination.
What We’re Looking For:
Strong background in expense management systems, client onboarding, and partnership management.
Strong written and communication skills, with the ability to present to small groups of people.
Understanding of and/or hands-on experience in SaaS, APIs, web, travel, banking, mobile or finance technologies.
Strong problem-solving skills and a willingness to roll up one's sleeves to get the job done.
Skilled at working effectively with cross-functional teams in a matrix organization.
Ideally, you have experience, knowledge, or a keen interest in one or more of the following industries:
B2B or B2C Finance
Payments / Online Payments
P2P (Procurement) space
Business Travel
Consumer Banking
Consumer Travel
Experience with small business finance platforms from a deployment or management perspective.
Exposure to the B2B Payments and Spend Management ecosystem and an understanding of the major players, products and relationships.
Commercial Card technology exposure – Visa, MasterCard, American Express etc.
Experience using Jira / Confluence Administration, Configuration, Finance / Tax & Account Practices.
International work experience or exposure.
Exposure to or qualifications in Agile development and TQM systems / methodologies.
Experience of working within a PCI-DSS and or Banking regulated controlled environment and to secure working processes.
LocationUnited StatesThe US national annual base salary range for this position is from $45,000 to $83,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.In addition to base salary, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.Benefits at a glance (https://explorer.amexglobalbusinesstravel.com/rs/346-POJ-129/images/GBT2023BenefitsAtAGlanceWithoutRatesFinal.pdf)The #TeamGBT ExperienceWork and life: Find your happy medium at Amex GBT.
Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.
Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, 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.
Wellbeing resources to support mental and emotional health for you and your immediate family.
And much more!
All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.Furthermore, 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. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement (https://www.amexglobalbusinesstravel.com/gbt-recruitment-privacy-statement/) .What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!Click Here to Learn More (https://www.amexglobalbusinesstravel.com/careers/)