Customer Onboarding Manager

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

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Travel background is a MUST

Main Purpose:

• To own the customer onboarding / migration experience with the customer, internal stakeholders, team and third parties where applicable, including other internal and external projects as needed 
• Focuses on the customer and the implementation of regional / global projects, utilizing GBT project documents and following the SID implementation process 
• Ensures project handover and readiness assessments with Solutions Design teams are completed, ensuring any risks, actions and follow up items are documented 
• Designs the work breakdown structure and resources required for the project, ensuring roles and responsibilities internally and externally are clearly defined 
• Ensures all client requirements have been adequately understood and documented for onward teams (e.g., units, deployment, traveler care) to action  
• Develops and manages detailed project plans and ensures the scope and approach is understood and aligned / signed off by all stakeholders 
• Creates a positive, happy, and fun environment internally and externally to help drive partnership and project success 
• Empowered to manage the project performance, while ensuring project status, milestones, changes, risks, issues, assumptions, decisions, and dependencies are clearly communicated 
• Responsible for ensuring that E2E testing is completed, documented, and corrected successfully, on time and to a high quality as defined by the global testing plan  
• Responsible to determine project call structure and manage Stakeholder calls 
• Attends and contributes to team calls, sharing experiences, ideas for process improvements and supporting others as needed within the team  

Personal Attribute

• A passion for working directly with customers and strong relationship building  
• Understanding of GBT and corporate travel  
• Ability to work in a fast-paced matrix environment including managing across multiple geographies, functions & time zones. 
• A positive, “can do” attitude  
• Able to motivate a project team and manage under pressure    
• Business English mandatory - multi-lingual capability advantageous  
• Excellent relationship building, influencing, negotiating, communication and presentation skills  
• Ability to clearly articulate an accountability, then hold people accountable  
• Commercial awareness and strong relationship building skills 
• Excellent organizational skills of multitasking, advance planning, and time management 
• Ability to drive change in the face of possible resistance 
• Effective time management, multi-tasking prioritization skills 
• Strong active listening and facilitating skills  
• High degree of problem solving and decision-making and ability to adapt to changing priorities 
• Flexibility and the ability to adapt to change 
• Ability to understand and manage projects  
• Happy to be challenged and to challenge people and processes 
• Experience collaborating across multiple functional groups and with operational SME’s 

Activities

Task list / System-Template 

• Readiness Assessment (Solutions Design Handover) / Readiness Review Document 
• Documentation Repository  / SharePoint – Customer Project Site and Customer Data Gathering: Implementation Data Gathering Template and OneForm 
• Customer Kick Off Meeting / Customer Kick Off Meeting slides 
• Request Core Setup at a global level (e.g., telephony, email, centralized teams) add others  / SNAP, Salesforce, OneForm 
• Project Plan Management – includes / OnePlan:  
• Contacts 
• Timelines 
• Call Notes & Actions 
• Decisions & Assumptions 
• Dependencies 
• Risk & Issue Log 
• Holiday Schedule 
• Change Log 
• Scope 
• Project Tasks 
• Fact Sheet 
• MI Reporting Fields 
• Form of Payment 

• Roles & Responsibilities  / Work Breakdown Structure Template 
• Status Reporting / Bi-weekly Status Report 
• Launch Reporting / Global Start-up Template 
• Global Test Plan (via centralized services) / Global Test Plan Template 
• Closure & Lessons Learned / Project Debrief