Portfolio Leader

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.

As a Portfolio Leader, you’ll join our highly skilled Customer Service Neo team. Neo is an online booking tool (OBT) as well as an expense tool for business travel through a SaaS deployment. It allows a user to search and book a business trip in a user friendly and performent web application. It gives him access to different transport modes and travel suppliers within the travel policy set by his company. It then gives them the opportunity to claim additional expenses for reimbursement. This includes expenses captured from credit cards statements, OCR of receipts, and manually entered claims. Our Portfolio Leader look after a dedicated customer portfolio managed by Neo Service Managers and deployment Manager pool with some strong focus on usability, performance, and scalability in an international environment.

What You’ll Do:

• The portfolio leader is responsible for the satisfaction provided by the Service Management team for all Neo clients by respecting their contractual commitments (Premium Support)
• Ensure the service managers and deployement managers will be supported by you for any technical needs
• Collaboration with the other Neo teams with which the Service Management teams and Deployment managers interact (i.e. participation in BRM, quality monitoring of Jira reported to R & D, handling of escalation problems reported by sales and account management teams)
• Represents an escalation point to customers either in the context of business review, or in the context of prospect to present and value the service or to support complex problems requiring cross-functional collaboration.
• Provides management with technical support reporting, proposes action plans , anticipates resource requirements
• Being an internal Neo expert / representative in NORAM
• Being a Coach for the team members
• Build and maintain excellent client relationships on an operational level.
• Effectively manage expectations that are set with customers and maintain high levels of quality and customer satisfaction.
• Be the point of escalation for unresolved client’s issues and escalate to other Neo departments as necessary to ensure timely resolution..

What We’re Looking For:

• Experience with OBT tools is mandatory.
• Experience in managing client portfolio.
• Experience in managing client documentation.
• Proactive, Organized in day-to-day task and good communication skills.
• Travel products and industry knowledge.
• Management client technical request.
• Management relationship with client/stakeholder.
• Coordination with internal technical team for bugs.
• Act as a voice of client.
• Organization in day-to-day task.
• Managing the Neo administration panel.

Location

The US national annual base salary range for this position is from $70,000 to $140,000.  The national range provided includes the base salary that 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.

In addition to base salary, this role is eligible for our Annual Incentive Award plan, which rewards participants based on company and individual performance.  For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

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 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.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

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.

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!