Customer Onboarding Manager (Remote)

$70,000 - $140,000/Yr

American Express - Trenton, NJ

Full-time - Entry Level

Remote - Trenton, NJ

Credit Intermediation and Related Activities

About the position

The Customer Onboarding Manager at American Express Global Business Travel is responsible for overseeing the customer onboarding and migration experience. This role involves collaboration with internal stakeholders, third parties, and managing various projects to ensure a smooth transition for customers. The position emphasizes customer focus, project management, and effective communication to drive project success and enhance customer relationships.

Responsibilities

• Own the customer onboarding/migration experience with customers and internal stakeholders.
• Focus on the implementation of regional/global projects using Amex GBT project documents.
• Complete project handover and readiness assessments with Solutions Design teams.
• Design the work breakdown structure and define resources required for projects.
• Ensure all client requirements are understood and documented for action by onward teams.
• Develop and manage detailed project plans, ensuring alignment and sign-off by stakeholders.
• Create a positive environment to drive partnership and project success.
• Manage project performance and communicate status, milestones, risks, and dependencies.
• Ensure E2E testing is completed and documented successfully.
• Determine project call structure and manage stakeholder calls.
• Contribute to team calls, sharing experiences and ideas for process improvements.

Requirements

• Candidates with travel industry experience are preferred.
• Strong relationship building and customer service skills.
• Understanding of Amex GBT and corporate travel.
• Ability to work in a fast-paced matrix environment across multiple geographies and time zones.
• Positive attitude and ability to motivate project teams under pressure.
• Business English is mandatory; multi-lingual capability is advantageous.
• Excellent communication, presentation, and negotiation skills.
• Strong organizational skills, including multitasking and time management.
• Ability to inspire change and adapt to resistance.
• Effective problem-solving and decision-making skills.

Nice-to-haves

• Experience collaborating across multiple functional groups and with operational SMEs.

Benefits

• Annual Incentive Award plan based on company and individual performance.
• Metric-driven Sales Incentive Plans for eligible sales roles.