Client Success & Onboarding Specialist

American Express Global Business Travel; United States; On-site; USD 60,000 - 112,000; Full time

Job summary

American Express Global Business Travel is seeking a Client Specialist in the United States to operationalize client policies and support day-to-day administration. You will educate and support teams, attend client meetings, and help monitor CSAT and SLA performance to drive service excellence.

The role involves onboarding new clients, handling escalations, and collaborating with Client Managers to ensure policy compliance and timely issue resolution.

Responsibilities

• 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.
• Manage customer service issues including: Partnering with CM/clients on escalations, assist with strategy, messaging, and research.
• Monitoring CSI's in Travel Force and CSO email boxes as needed.
• Document changes and share client policy with team/ lead link and assist with the delivery of existing and new client policy training.
• Support RFPs, QBRs, retention efforts and SOW exceptions.
• Analyze CSAT performance, identify actions and communicate results.

Job description

American Express Global Business Travel is seeking a Client Specialist in the United States to operationalize client policies and support day-to-day administration. You will educate and support teams, attend client meetings, and help monitor CSAT and SLA performance to drive service excellence.

The role involves onboarding new clients, handling escalations, and collaborating with Client Managers to ensure policy compliance and timely issue resolution.