Customer Success Analyst

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.

 

Ready to explore a career path? Start your journey.

The Neo1 team is a “full stack” innovation hub within American Express GBT, managing the end-to-end customer experience of a technical platform built to service the business spending needs of smaller customers (SME’s). The platform is a SaaS solution and allows SME’s to self-register and be up and running within a couple of days. We are looking for a Customer Success Analyst with previous experience of managing or deployment of expense management solutions within an organization. You will be passionate about helping customers see and experience our technology platform as effectively and efficiently as possible.  You will be analytical and logical in your work, have strong written and communication skills and love playing with new technologies – apps, platforms, and digital services. 

You will love providing an exceptional level of service to delight our customers.  You will join a dynamic and fast-paced environment and work with cross-functional teams to design, build and deploy customer nurture programs to ensure our customers are engaged and supported on the platform. You will be a self-starter and get a kick out of solving problems with technology. We are looking for people that always push to work smarter, faster, and seek to improve quality, service, and use technology automation to fulfil predictable tasks. Experience or an understanding of Expense Management is required for this role, and any of the following would be beneficial: business travel, corporate payments, virtual cards or finance practices.

What You’ll Be Doing:

• Own incoming support and onboarding requests from initiation to closure.
• Manage time and quality expectations while delivering an exceptional customer expience.
• Help create and maintain educational materials for customers.
• Proactively reach out to customers to ensure they are utilizing the Neo1 platform effectively.
• Assist in customer onboarding by providing training and guidance on product usage.
• Help create and maintain educational materials for customers.
• Perform technical troubleshooting, problem solving, investigations, and testing across platforms, technologies, operating environments, and departments.
• Demonstrate technical configuration skills on our own platform, Neo1.
• Collaborat with cross-functional teams to resolve customer issues and concerns promptly.
• Escalate complex issues to the appropriate teams and ensure timely resolution.
• Solicit feedback from customers to gather insights for product improvement.
• Help review reports on customer satisfaction, usage, and feedback for management.
• Help use data-driven insights to provide recommendations for improving customer satisfaction and retention.
• Develop a deep understanding of our products or services to assist customers effectively.
• Stay updated on platform updates and changes to ensure accurate information dissemination.

  

 What We’re Looking For:

• Experience of expense management solutions/SME finance platforms, either from a deployment or management perspective
• Previous experience working in successful customer engagement and support functions to meet time and quality standards.
• Ability to develop documentation, knowledge articles, create instructions, guidelines, and "canned" customer responses.
• Strong written and communication skills, with the ability to present to small groups of people.
• Understanding of and/or hands-on experience in SaaS, APIs, web, travel, banking, mobile finance technologies.
• Strong problem-solving skills and a willingness to roll up one's sleeves to get the job done.
• Skilled at working effectively with cross-functional teams in a matrix organization.
• Ideally, you have experience, knowledge, or a keen interest in one or more of the following industries:
  • B2B or B2C Finance
  • Payments / Online Payments
  • P2P (Procurement) space
  • Business Travel
• Exposure to the B2B Payments and Spend Management ecosystem and an understanding of the major players, products and relationships.
• Business Travel Ecosystem – Booking and underlying technology/GDS.

     

Location

United States

     

     

The US national annual base salary range for this position is from $45,000 to $83,000.  The national range provided includes the base salary that GBT expects to pay for the role.  Ac