Employment Spot

Job Description

American Express Business Travel is dedicated to helping its clients realize the greatest possible value from their investment in travel through increased cost savings, outstanding customer service and greater spend control. For small businesses, medium-sized enterprises and multinational corporations, American Express Business Travel provides a combination of industry-leading booking technology, travel management consulting expertise, strategic sourcing and supplier negotiation support and customer service available around the world, around the clock, online and offline.

With over 150 years of innovation behind us, our future could not look more promising. We're growing faster than ever and introducing new solutions, services, and strategies to bring greater value to our business customers. Their success expands our success, so we put heart and soul into helping them achieve results that exceed all expectations. As the world?s largest travel management company, we are continuing to build alliances with key travel leaders and suppliers throughout the world, strengthening our position as a quality provider to companies of all sizes.

The Client Services Manager leads a team of up to 50 direct and indirect reports, in supporting the Client Services Director?s portfolios, proactively identifying operational issues, and delivering a positive customer experience through the timely resolution of service issues. The Client Services Manager focuses on analyzing customer performance metrics to identify opportunities based on themes and patterns, while elevating customer business analytics to a competitive advantage. Using their expertise in Service Delivery, the Client Services Manager works closely with functional business partners to close any gaps in quality or reporting accuracy. Additionally, the Client Services Manager is responsible for:

? Developing a motivated, highly focused, inspired, and engaged team of up to 50 direct and indirect reports, creating a culture to motivate, empower, and retain talent.
? Managing a portfolio of accounts and developing comprehensive, analytic reports, based on service performance metrics and market intelligence.
? Partnering closely with Bridge 1.0 organization, leveraging their expertise when evaluating trends.
? Assembling data needed for the development and execution of client focused strategic account plans, in order to optimize and enhance service performance delivery.
? Sharing critical expertise and knowledge to support service value.
? Leveraging knowledge of servicing platforms (onsite / BTSC/online), operations performance metrics and other Business Travel Operations work streams.
? Differentiating and reinforcing American Express? value on a consistent basis through a comprehensive understanding of the industry and the market, synthesizing competitive intelligence to understand future implications for clients, and proactively communicating trends, innovations, and best practices to internal partners and leadership.
? Partnering with Commercial and Advisory Services to support lead generation opportunities.
? Providing guidance to customers in the assessment of goals and strategies in order optimize service delivery performance across their program.
? Preparing Business Performance Reviews, articulating complex information in a structured easy to understand format tailored to the audience.

Demonstrated people leadership experience of virtual teams with 4-7 direct reports and up to 75 indirect reports required.
? 3+ years account / client management, travel operations, or project management experience required.
? Demonstrated knowledge of Business Travel Service Delivery and Client Management is required.
? Expertise in process and project management required.
? Must possess a good working knowledge of Business Travel Service Delivery technology/tools and processes.
? Proven innovative problem-solving abilities and decision making skills required, in addition to project management, prioritization, and planning skills.
? Strong analytical mindset and demonstrated thought leadership required.
? A sophisticated range of communication and presentation skills is required in order to present complex ideas in simple and compelling way to a wide variety of audiences
? Strong financial and business acumen required in order to leverage the key drivers of profitability
? Advanced software skills (MS Office) required.

This position sits onsite with the customer in New York city.
This position is a dedicated global CSM role responsible for US and international market reporting and collaborating across the Business Travel network to support the customer's T&E strategy.

Job Requirements