Client Specialist

American Express Global Business Travel; New York (NY); Presencial; USD 60.000 - 112.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Retirement programs

Parental leave

Adoption assistance

Wellbeing resources

Travel perks

Learning platform access

Inclusion groups

Employee discounts

Descripción de la vacante

Amex GBT in the United States is seeking a Client Specialist to operationalize client policies and support day-to-day administration for our clients. You will attend client meetings, implement new policies, and partner with client managers to resolve escalations, driving consistent service delivery.

You will monitor CSAT performance, assist with RFPs and SOW processes, and help train travel counselors on policy changes.

Formación

• Experience operationalizing client policies and supporting day-to-day administration.
• Ability to educate and support client stakeholders in policy implementation.
• Strong communication and collaboration with Client Managers and travel counselors.

Responsabilidades

• Educate and support DAR's/AR's in creation of external performance reports.
• Attend targeted meetings with Clients as recommended by Client Managers.
• Provide monitoring techniques to ensure consistency with Client contracts.
• Represent onboarding for new business from a service delivery perspective.
• Partner with CM/clients on escalations and research.
• Monitor CSAT performance and communicate results.
• Document and close gaps through coaching of travel counselors.
• Support RFPs, QBRs, retention efforts and SOW exceptions.

Conocimientos

Client policy governance

Policy training

Escalation management

CSAT monitoring

Meetings with clients

Onboarding

Descripción del empleo

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.

Client Specialist

Purpose: Operationalize client policies and support Client's day to day administration need.

Accountabilities:

• As required, educate and support DAR's/AR's in creation of accurate external performance reports.
• Attend targeted meetings with Clients as recommended by Client Managers.
• Provide creative monitoring techniques to achieve consistency against Client contracts.
• Implementation/ on boarding - To represent the implementation of new business and customer on boarding from a service delivery perspective.
• Partnering with CM/clients on escalations, assist with strategy, messaging, and research.
• Monitoring CSI's in Travel Force
• Confirming CSI closures
• Managing customer service issue disputes with QSC
• Listening to calls
• Documenting and closing gaps through coaching and feedback to the travel counselors.
• Document changes and share client policy with team/ lead link and assist with the delivery of existing and new client policy training.
• Request and validate Profile tool updates and changes
• Support RFPs, QBRs, retention efforts and SOW exceptions
• Analyze CSAT performance, identify actions and communicate results.
• Monitor Client's TSF - and if needed, interface with Operations Liaison and WFM on skilling /unskilling.
• Monitor and respond to CSO email boxes as needed and if applicable.
• Account contact in AMEXCO (bars/stars).
• Maintain tracking of former employee unused ticket credits for use with waivers and distribute to TCs.
• Manage and Support client soft dollar programs.

MM additional accountabilities:

• Document and close offline CSI's in Travel Force up to $500/$1000.
• Process customer credits for CSIs and notify client of CSI outcome.

PA additional accountabilities:

• Keep PA SOW updated.
• Accountable for discovery and qualification process of Sales Force PA vetting cases.
• On-boarding new customers.
• Maintaining client facing collateral.
• Associated tech request (PCC bridging, group DK etc.).
• Arrival / Departing reporting via Trondent.
• Capacity tracking Client / Planner calls.
• Document and close offline CSI's in Travel Force up to $500/$1000.
• Process customer credits for CSIs and notify client of CSI outcome.

DOE additional accountabilities:

• Create job responsibilities for clients implementing DOE positions (i.e. nonrefundable ticket pool usage. Profile administration, etc.).
• Maintain tracking of former employee unused ticket credits for use with waivers and distribute to TCs if required per contract.
• Manage and Support client soft dollar programs if required per contract.

All Accountabilities May Not Be Valid For All Markets/platforms

Location

United States

The US national base salary range for this position is from $60,200.00 - $111,800.00.

The national range provided includes the base salary that Amex GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.