Sr Analyst - Partner Success Manager, Tock

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.

The primary function of the Partner Success Manager role is to establish day-to-day operational expertise and Amex Brand Champions in the high-touch segment of our book of business via a proactive & targeted engagement model. PSMs are the face of our business to our customer base and are individual contributors responsible for meeting goals associated with our portfolio. PSMs will nurture 1:1 relationships with high-value partners primarily focused in our priority cities, taking a consultative approach to strengthening the foundation of a long-term partnership, driving product adoption & engagement, performance analysis, developing advocacy, and becoming a trusted advisor. Nurturing the key partnerships that we have in these cities is critical to the growth of the market and evolution of the partner relationship with Amex.

PSMs will develop a deep understanding of discovery, data analysis, advocacy, and thought leadership, which will in turn help guide the strategy & tactics paramount to success for our internal business and for our partner relationships. You should demonstrate product knowledge, proficiency and deliver high quality outputs against our department's goals.

The PSM should be a resource and work with stakeholders across the organization. This role requires close collaboration with Support, Implementation, Sales, Product, Marketing, Industry Development, Engineering, Data, Finance, and Strategic Partnerships Teams.

Operational Expectations:

• Identify customer expectations, values, and desired outcomes and create manageable Success Plans with the customer
• Develop and execute proactive and predictive account management tactics to drive retention
• Champion escalation resolutions in a timely and effective manner
• Act as a client-facing trusted advisor
• Ensure restaurant stakeholder org chart identified & champion in place
• Prepare and deliver biannual business reviews with all direct partnerships and appropriate stakeholders
• Identify and establish rapport with individuals in the various partner roles
• Nurture advocacy with our restaurant partners
• Prepare and participate in team meetings and appropriately discuss positive and negative results to a range of audiences (city meetings, team meetings, leadership meetings, etc.) with a solution- and curiosity-minded approach
• Stay informed and contribute to competitive analyses and objections
• Work with managers to enhance customer journey playbooks and experiences
• Maintain a high level of competency in product knowledge and use-cases, including familiarity with the product roadmap and release schedule
• Identify and qualify engagement and value-add opportunities: cross-sells and programming
• Identify and overcome objections
• Gain competency with churn de-escalation and appropriately manage customer departures
• Participate in continued education and career development upskilling opportunities

Skill Development:

• Thought Leadership
• Identify and nurture customer advocates and success-story sources
• Identify industry changes and trends from social media channels and news outlets to proactively strategize with internal teams

Analysis:

• Critical assessment of the impact of restaurant performance to the success of Tock in covered markets
• Active collaboration across departments to support applicable city strategies
• Analyze how the CSM workflows contribute to the customer journey and help identify consistently replicable activities and outcomes that drive internal servicing efficiencies
• Understand the definition and general process of the Customer Journey, and its relationship to various CSM activities and those of other departments

Negotiation:

• Reach agreements with the customers on goals, objectives, timing, and success metrics - use SMART framework
• Identify value for the customer
• Be solution oriented in remediation conversations with partners

Presentation:

• Preparation and delivery of:
• Partner discovery meetings
• Partner Value assessments (Business Reviews, Success Plans, Marketing Actions, Tiering updates)
• Internal content to support team meetings and communications
• Voice of the Partner trends, sentiments of book of business, and strategy for winning to the broader teams

What we're looking for:

• At least 1 year of account management/customer service in B2B software (SaaS preferred).
• Hospitality operations experience is a plus!
• Project management experience (e.g., lead meetings, providing status reports, develop and manage project plans).
• Outstanding communication and interpersonal skills.
• Must possess strong analytical, problem-solving and writing skills.
• Experience analyzing data and providing answers to ad-hoc customer questions.
• Must be a quick learner with the ability to multi-task in a fast-paced environment.
• A team player.
• Strong work ethic and high level of professionalism.
• You display curiosity in big ideas, exhibit interest in understanding how to grow and retain our customers.
• You strive to learn about our users, the business and hospitality industry.
• Experience using Salesforce.

Salary Range: $60,000.00 to $110,000.00 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.

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

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