Job Description

As a Manager - Strategic Corporate Deployment, this role plays a critical part in delivering a seamless early customer experience by bridging sales and implementation, ensuring clients quickly realize value from American Express solutions. By leading deployments, driving adoption, and guiding customers through transformation, it directly supports growth, retention, and increased customer satisfaction. Additionally, the role helps scale customer success model by improving processes, influencing product enhancements, and reinforcing a consistent, world-class client experience.

Customer Relationship Management

· Partner with the Sales organization for a warm handoff from commitment to adoption

· Engage during the sales cycle to support requirements gathering and solution alignment

· Actively listen to the customer’s challenges and prioritize effective solutions

· Collaborate with customers to ensure satisfaction and identify opportunities to add value

· For existing customers, guide them through migration from legacy tool to new card and expense management platform

· Deliver on commitments and meet established timelines

· Manage expectations of customers and mitigate risk

Deployment Planning & Implementation

· Independently plan, organize, and manage deployments for multiple customers

· Lead the customer through consultation and analysis of their requirements & business processes

· Customize the software to align with customer business requirements.

· Coordinate data migration and integrations with existing systems

· Consult and guide the customer with recommendations and best practices

· Understand existing customers current setup on the legacy tool to ensure a smooth, low-disruption migration that meets their business needs

· Train customers and prepare end users

Driving Early Adoption & Value Realization

· Focus on delivering measurable value at every stage of the journey

· Develop personalized use cases to accelerate early adoption

· Maintain project momentum through proactive communication and objection handling

· Serve as primary escalation point during deployment

· Monitor customer health indicators during onboarding

· Prepare customers for transition into later lifecycle stages

Delivering Exceptional Customer Experience

· Provide consistent, high-quality engagement across projects, emails, calls, and cases

· Communicate complex ideas clearly and professionally (written and verbal)

· Leverage best practices and common use cases to address customer needs

· Demonstrate empathy, ownership, and accountability in every interaction

Building a Scalable Customer Success Organization

· Identify process improvements and operational efficiencies

· Partner with the Product team for suggested product & process enhancements

· Develop creative workarounds and implementation best practices

· Contribute to documentation and onboarding materials for new Customer Success colleagues

Preferred Qualifications

· Minimum 5 years of job relevant experience

· Education Bachelor's degree in Business or Information Technology or equivalent work experience

· Experience in project management, consulting, or software implementation

· Hands-on experience configuring applications to meet business requirements

· Understanding of data migration and system integrations

· Effective oral and written communication skills

· Proficient in the use of Microsoft Office suite of software

· Knowledge of cloud-based products and services

· Strong presentation skills

Preferred Attributes

· Passion for delivering exceptional customer outcomes

· Strong organizational and time management skills

· Self-motivated with the ability to manage multiple commitments

· Fast learner with a collaborative, team-oriented mindset

· Accountable to your team & your customers

· An entrepreneurial spirit: flexible and willing to pitch in where needed

· Ready to have fun, keep perspective and be part of an amazing team

· Adhere to Blue Box Values, GCS Sales Practices, Standard Operating Procedures & American Express Leadership behaviors

· Be a champion of and for Compliance withing US SME AD & GCS

· Develop cross-functional partnerships to optimize blue box values

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.