American Express - Providence, RI
posted 2 months ago
As a Technical Customer Onboarding Manager at American Express Global Business Travel (GBT), you will play a pivotal role in ensuring the successful implementation of technical workstreams and customer product suites during project implementations. Your primary responsibility will be to align the various stakeholders involved in product implementations with the overall objectives of the customer. This involves maintaining and communicating the customer's global strategy and approach across different regions, ensuring that all technical workstreams are aligned with these goals. You will create timelines for technical deployment, collaborating closely with the Customer Onboarding Manager (COM), relevant units, and the customer to ensure that these timelines fit within the overall project schedule. In this role, you will help those responsible for product implementations succeed by setting clear delivery expectations, providing a comprehensive scope overview, and developing detailed project plans. You will work with product Subject Matter Experts (SMEs) and deployment teams to ensure that each product is deployed on schedule and within scope. As the single point of contact for the customer regarding all technical and product queries, you will liaise with workstream owners to provide updates and resolutions to the customer. Your ability to build and manage solid project plans will be crucial, as you will need to manage risks and issues while controlling any changes that may impact customer outcomes. You will also be responsible for providing status updates on technical deployments back to the COMs, which will be incorporated into overall status updates for internal partners and the customer. Strong relationship management skills will be essential as you work to understand and meet customer requirements throughout the implementation process. Additionally, you will liaise with compliance teams to ensure that all Global and Regional Legal and Compliance GBT standards are met in relation to products and technology within the project scope. Your expertise will be vital in reviewing, raising, and handling any risks or issues related to technical deployment, collaborating with workstream owners to resolve and mitigate these challenges. You will ensure the execution of prescribed end-to-end test plans to meet quality metrics and provide best practices and expertise on new products.