About the Role
The Digital 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. Candidate will need to reside close to our office locations in either Phoenix, Sunrise, FL, or Minneapolis.
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
Requirements
•Minimum 5 years of job relevant experience
•Preferred 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 within US SME AD & GCS
•Develop cross-functional partnerships to optimize blue box values
Employment eligibility to work with American Express in the United States is required, as the company will not pursue visa sponsorship for these positions.
