Implementation Specialist - job 9 of 12

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. 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.

Global Commercial Services (GCS) is a core operating group of American Express and continues to deliver robust growth. GCS partners with commercial clients to help them manage travel expenses and make large purchases through proprietary payment solutions and expense management tools.

The GCS GOI – Global Onboarding and Implementation’s (COI) organization is responsible for end-to-end project management and customer success throughout the Onboarding Journey. The incumbent in this role will be responsible for driving best in class customer onboarding implementations for the U.S. in Large Market. The incumbent should be extremely passionate about driving customer success while being a proactive self-driven project manager. This is an excellent opportunity for someone who thrives in fast paced environments and enjoys building strong relationships through collaboration!

How will you make an impact in this role?

• Own and ensure timely onboarding implementation of multiple customers driving customer satisfaction and accelerated time to first dollar
• As part of the Project Management Office (PMO); ensuring consistency with all communication to stakeholders (internal/external), i.e. Agendas, recaps, action items, summary and next steps
• Deliver and coordinate communications as the point of contact for our internal and external customers/partners throughout the process
• Actively participate and problem solve on the implementation process by raising issues, identifying root causes, and developing solutions
• Liaison appropriately with Sales & Account Development to ensure successful transitions of the client relationship post onboarding
• Design and continually improve processes and materials that enhance the customer experience during onboarding

Minimum Qualifications:

• 3 years of professional consultative project management experience 
• 1-2+ years of customer success and onboarding experience, preferably within the T&E and B2B payments sector.
• Strong presentation skills with the ability to tailor a message to a diverse set of audiences (customer, colleague, business partners, leadership)
• Ability to lead informally, collaborate and build relationships across all levels of the organization (i.e. Product, Marketing, Servicing, Risk, Sales, etc.)
• Strong problem-solving skills with the ability to manage conflicting priorities
• Comfortable with working in a fast-paced high energy environment, with stretch goals and targets
• Strong follow-up, focus on detail and handling of multiple tasks.
• Highly developed interpersonal, communication, and project management skills.
• Effective verbal and written communication skills and strong collaborative and influencing skills.
• Problem solving and the ability to adapt quickly as customers’ needs and requirements shift.
• Ability to convert client business processes / requirements into innovative solutions. 
• Skilled with Microsoft Office tools (Excel, PowerPoint, Word)
• Responsible for providing complex analytical support to project-based work 

Preferred Qualifications:

• Experience working with Oneforce or other CRM tools a plus
• Basic knowledge of accounting structures and ERP systems
• Ability to facilitate change and manage complex information sources
• PMI, Six Sigma or Lean Management training is highly desirable

Salary Range: $55,000.00 to $105,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries 
• Bonus incentives 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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