Manager-Sales & Implementation

$80,000 - $155,000/Yr

American Express - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

Credit Intermediation and Related Activities

About the position

At American Express, we are committed to empowering our customers and colleagues to achieve their goals. As a Manager in Sales & Implementation, you will play a pivotal role in the Global Commercial Services (GCS) organization, which has seen significant growth over the past decade. This position is focused on leading strategic onboarding implementations for our suite of Travel & Expense (T&E) and Business-to-Business (B2B) products, specifically targeting US Large Market clients. Your primary responsibility will be to ensure a seamless onboarding journey for our clients, driving customer success through effective project management and collaboration with various internal and external stakeholders. In this role, you will be responsible for the end-to-end implementation process, which includes assessing and documenting clients' business and technology processes related to American Express commercial card programs. You will translate these findings into actionable implementation plans, ensuring timely onboarding and solution delivery. Regular communication with clients and internal partners will be essential, as you will lead meetings and advocate for customer use cases to internal teams such as product and marketing. Your ability to monitor all aspects of client implementations using onboarding tools and resources will be crucial in identifying and resolving any issues that arise. You will also partner with various teams to implement process and product improvements based on client feedback, ensuring a continuous enhancement of the customer experience. This role requires a proactive, self-driven project manager who thrives in fast-paced environments and enjoys building strong relationships through collaboration.

Responsibilities

• Own implementations project planning ensuring the timely customer onboarding.
• Assess and document client's business and technology processes as it relates to the American Express commercial card programs and translate findings into executable implementation plans.
• Lead regular meetings with clients and internal partners.
• Actively communicate with internal and external stakeholders to ensure on-time solution delivery.
• Monitor all aspects of a client implementation utilizing onboarding tools and resources.
• Advocate customer business use cases to internal stakeholders (product, marketing, etc.).
• Support identification and resolution of implementation related issues through closure.
• Partner across variance teams to identify and implement process and product improvements per client feedback.
• Consult appropriately with Sales & Account Development to ensure successful transitions client relationships post onboarding.
• Design and continually improve processes to enhance the customer experience.

Requirements

• 3-5+ years of customer success and onboarding experience, preferably within the B2B payments sector.
• Prior experience in Commercial Sales, Sales Operations, Implementations and/or project management roles.
• Strong critical thinking skills with the ability to manage conflicting priorities.
• Effective communication skills (verbal & written) with the ability to tailor a message to a diverse set of audiences.
• Ability to lead informally, collaborate and build relationships across all levels of the organization.
• Comfortable working in a fast-paced, high-energy environment, with stretch goals and targets.
• Highly skilled with Microsoft Office tools (Excel, PowerPoint, Word).

Nice-to-haves

• Knowledge of commercial card products and payments capabilities preferred.
• Basic knowledge of accounting structures and ERP systems, including AP processing and reporting.
• Experience working with Salesforce or other CRM tools a plus.
• Project management experience and/or formal certifications (PMP, PMgP, Agile, Prince2 etc) certification a plus.

Benefits

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities