Manager - Digital Corporate Deployment

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.

Position Summary

The Digital Corporate 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.

Responsibilities

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

Preferred Qualifications

• Minimum 5 years of job relevant experience

• Education 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

Salary Range: $89,250.00 to $150,250.00 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.

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