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Global Commercial Services (GCS) provides a range of Corporate Card Programs, Supplier Payments Solutions and other expense management tools to help mid-size companies and large corporations around the world manage all facets of their business spending. The Implementation Organization is responsible for the design, development and end-to-end delivery of GCS programs for our Corporate customers. The team is responsible for working with clients to identify best in class designs and to enable their ability to transact quickly and effectively. Leveraging the American Express implementation methodology, the team seeks out ways to speed launch time while implementing value added programs with a high degree of quality and customer satisfaction. The broader team of over 150 professionals spans three regions and provides customer support at a local, regional and global level.
The Implementation Specialist is responsible for the design, project management and deployment of standard payment programs for our GCS client base. The role will require individuals to work directly with clients, Sales and Account Development to understand the business/program needs and to build a plan which will allow the client to meet their goals and objectives quickly and effectively. This position provides solution expertise and program deployment recommendations directly to clients for all GCS solutions. The Implementation Specialist will also serve as the project management lead for their specific clients in the US. This individual will be responsible for facilitation of daily/weekly project calls, issue identification and resolution, best practice sharing with team and business partners and project tracking and reporting. In this capacity, their role will also be to identify opportunities for improvement in end to end on-boarding processes to speed delivery and improve customer experience. Success in the role will be measured by on time, error free delivery, with high customer satisfaction and brand representation.
Job Responsibilities:
Lead and own the end to end onboarding process for a portfolio of client projects/implementations, understanding the client needs, American Express’ process and policies to deliver the expected outcome for clients and internal departments
Assess and document clients business and technology processes as it relates to the American Express commercial card programs and translate findings into executable implementation plans
Work with clients to identify areas to streamline and create efficiencies while utilizing industry “best practices” and promoting American Express products
Develop and document program strategy, scope, timeline, business process changes, custom program requirements, spend targets, etc. for client program implementations
Monitor all aspects of a client implementation utilizing critical path networks, client specific task check lists and tracking reference documents to ensure the successful implementation of new client programs
Partner with Sales and the Enablement Management Team to analyze client spend data and develop program roadmap to enable a value driven commercial card program for both our clients and American Express
Actively participate and problem solve on the implementation process by raising issues, identifying root causes and developing solutions
Approximately 25% travel required
Proven Project Management skills and ability to facilitate change and manage complex projects
Commercial card experience, including product positioning and working knowledge of B2B, corporate card and business travel preferred
Basic knowledge of accounting structures and ERP systems preferred
Excellent customer and relationship management skills to effectively develop and manage internal/external customer relationships and expectations
Strong collaborative skills and ability to bring about alignment: cross-functional understanding of the business structure, the ability to use influence, and negotiation skills
Proven track record of meeting service delivery goals for internal and external clients
Comfortable with challenging the status quo and improving methodologies
Comfortable with working in a high energy environment, with stretch goals and targets
Strong oral presentation and written communication skills
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
Why American Express?
There’s a difference between having a job and making a difference.American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.Because we believe that the best way to back our customers is to back our people.The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.Job Sales Title: Implementation Specialist Location: NH-Concord Other Locations: US-Arizona-Phoenix, US-New York-New York Requisition ID: 19015705
