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.

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 in close to our office locations in either Phoenix, Sunrise, FL, and 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

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 withing 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.

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 our 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.