Technical Customer Onboarding Manger

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Travel background and project management skills a must


French Canadian language preferred

• Owner of the Technical workstreams and customer product suite within the overall project during project implementations


• Aligning those responsible for the product implementations to the overall customer objectives


• Maintain and communicate customers’ global strategy and approach with all technical workstreams over different regions, to ensure alignment


• Create timeline for technical deployment, working alongside Customer Onboarding Manager (COM) and Units as well as all other relevant work stream owners & the customer to ensure it fits in overall project timeline


• Help those responsible for the product implementations to be successful by setting out clear delivery expectations, provide clear scope overview and project plans


• Work with each product SME/deployment team to deploy each product and manage the governance on schedule and scope


• Single point of contact for customer for all applicable technical/ product queries, liaison with workstream owners to review the same and revert to the customer with an update / resolution for the same


• Build and manage solid project plans, manage risks and issues and control changes that may impact the customer outcomes


• Provide status updates on technical deployment back to COMs to incorporate in overall status update to internal stakeholders and customer


• Strong relationships and stakeholder management to understand and meet customer requirements during the implementation process


• Liaise with compliance teams, when necessary and linked to products and technology in project scope to ensure Global and Regional Legal and Compliance GBT standards are met


• Review /raise/manage any risks or issues relating to technical deployment and work with the workstream owners to resolve and mitigate the same


• Collaborate with technical / product team to resolve any technical /product functionality issues/concerns


• Ensure execution of prescribed end to end test plans to meet the quality metrics


• Provide expertise on new products


• Provide best practices

Activities



Task list / System-Template



Readiness Assessment (Solutions Design Handover) / Readiness Review Document

Documentation Repository / SharePoint – Customer Project Site and Customer Data Gathering: Implementation Data Gathering Template and OneForm

Customer Kick Off Meeting / Customer Kick Off Meeting slides

Request Core Setup at a global level (e.g., telephony, email, centralized teams) add others / SNAP, Salesforce, OneForm

Project Plan Management – includes / OnePlan:

Contacts

Timelines

Call Notes & Actions

Decisions & Assumptions

Dependencies

Risk & Issue Log

Holiday Schedule

Change Log

Scope

Project Tasks

Fact Sheet

MI Reporting Fields

Form of Payment



What You’ll Do on a Typical Day :

• 
  
  Owner of the Technical workstreams and customer product suite within the overall project during project implementations
  


• 
  
  Aligning those responsible for the product implementations to the overall customer objectives and Maintain and communicate customers’ global strategy and approach with all technical workstreams over different regions, to ensure alignment
  


• 
  
  Create timeline for technical deployment, working alongside Customer Onboarding Manager (COM) and Units as well as all other relevant work stream owners & the customer to ensure it fits in overall project timeline
  


• 
  
  Help those responsible for the product implementations to be successful by setting out clear delivery expectations, provide clear scope overview and project plans
  


• 
  
  Work with each product SME/deployment team to deploy each product and manage the governance on schedule and scope
  


• 
  
  Single point of contact for customer for all applicable technical/ product queries, liaison with workstream owners to review the same and revert to the customer with an update / resolution for the same
  

What We’re Looking For :

• 
  
  Graduate with 9 plus years of experience. A passion for working directly with customers and strong relationship building and Experience collaborating across multiple functional groups and with operational SME’s
  


• 
  
  Ability to work in a fast-paced matrix environment including managing across multiple geographies, functions & time zones
  


• 
  
  Able to motivate a project team and manage under pressure
  


• 
  
  Business English mandatory - multi-lingual capability advantageous and Ability to clearly articulate an accountability, then hold people accountable
  


• 
  
  Knowledge of American Express Global Business Travel Products globally and Previous experiences in software implementation would be an asset
  


• 
  
  Ability to understand and manage projects and technology
  

Location
Canada - Virtual Location



The #TeamGBT Experience


Work and life: Find your happy medium at Amex GBT

• 
  
  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 more
  


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  Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals
  


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  Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first
  


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  We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at 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
  


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  Wellbeing resources to support mental and emotional health for you and your immediate family
  


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  And much more!
  

All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers



We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult

GBT Recruitment Privacy Statement




What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!