Technical Customer Onboarding Manger

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.

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Travel background is a MUST

Main Purpose:

• Owner of the Technical workstreams and customer product suite within the overall project during project implementations
• Aligning those responsible for the product implementations to the overall customer objectives
• Maintain and communicate customers’ global strategy and approach with all technical workstreams over different regions, to ensure alignment
• Create timeline for technical deployment, working alongside Customer Onboarding Manager (COM) and Units as well as all other relevant work stream owners & the customer to ensure it fits in overall project timeline
• Help those responsible for the product implementations to be successful by setting out clear delivery expectations, provide clear scope overview and project plans
• Work with each product SME/deployment team to deploy each product and manage the governance on schedule and scope
• Single point of contact for customer for all applicable technical/ product queries, liaison with workstream owners to review the same and revert to the customer with an update / resolution for the same
• Build and manage solid project plans, manage risks and issues and control changes that may impact the customer outcomes
• Provide status updates on technical deployment back to COMs to incorporate in overall status update to internal partners and customer
• Strong relationships and partner management to understand and meet customer requirements during the implementation process
• Liaise with compliance teams, when necessary and linked to products and technology in project scope to ensure Global and Regional Legal and Compliance GBT standards are met
• Review /raise/manage any risks or issues relating to technical deployment and work with the workstream owners to resolve and mitigate the same
• Collaborate with technical / product team to resolve any technical /product functionality issues/concerns
• Ensure execution of prescribed end to end test plans to meet the quality metrics
• Provide expertise on new products
• Provide best practices

Personal Attribute

• A passion for working directly with customers and strong relationship building
• Understanding of GBT and corporate travel
• Ability to work in a fast-paced matrix environment including managing across multiple geographies, functions & time zones
• A positive, “can do” attitude
• Able to motivate a project team and manage under pressure
• Business English mandatory - multi-lingual capability advantageous
• Great communication skills and presentation skills
• Ability to clearly articulate an accountability, then hold people accountable
• Commercial awareness and strong relationship building skills
• Excellent relationship building, influencing, negotiating, communication and presentation skills
• Ability to drive change in the face of possible resistance
• Effective time management, multi-tasking prioritization skills
• Experience implementing complex technical platforms
• High degree of problem solving and decision-making and ability to adapt to changing priorities
• Ability to perform in complex cross-functional, global, business environment
• Flexibility and the ability to adapt to change
• Ability to clearly articulate an accountability, then hold people accountable
• Knowledge of American Express Global Business Travel Products globally
• Previous experiences in software implementation would be an asset
• Ability to understand and manage projects and technology
• Happy to be challenged and to challenge people and processes
• Experience collaborating across multiple functional groups and with operational SME’s

Activities / Task list

• Readiness Assessment (Solutions Design Handover) with COM
• Readiness Review Document with COM
• Documentation Repository
• SharePoint – Customer Project Site
• Customer Data Gathering
• Implementation Data Gathering Template
• OneForm (TCOM template)
• Customer Kick Off Meeting
• Customer Kick Off Meeting slides
• Request Core Setup at a global level (e.g., telephony, email, centralized teams)
• SNAP, Salesforce, OneForm
• Project Register – includes:
• Contacts
• Timelines / Phasing overview
• Tech Matrix
• Tool and Data Flows / Overview
• Misc. as needed based on scope
• E2E Testing Log
• Call Notes & Actions
• OnePlan
• Roles & Responsibilities
• Work Breakdown Structure Template
• Status Reporting update to the COM
• Bi-weekly Status Report updates to COM
• Global Test Plan (via centralized services)
• Global Test Plan Template
• Closure & Lessons Learned
• Project Debrief slides
• Lessons Learned template

Location

The #TeamGBT Experience

Work 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.

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!