Senior Manager - Client Management

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you’ll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Building lasting relationships is at the heart of our business and that’s exactly what members of our sales team do best. Use your entrepreneurial mindset and consultative approach to create rewarding opportunities for both our customers and yourself, while being backed by an iconic brand. Whether you’re helping our customers get the most value from our range of innovative products and services, or collaborating internally across teams to deliver new solutions, your work can help us become an essential part of our customers’ lives. Find your place in sales on #TeamAmex.

This Senior Client Manager (CLM) position is responsible for managing a portfolio of approximately 75 merchants in both B2B and B2C industries generating over $1 billion in annual American Express charge volume. These are well-known companies that reside in industries such as construction, technology, manufacturing, restaurant, hospitality, and retail.

With an emphasis on growing B2B partnerships with our merchants and suppliers, responsibilities include managing and expanding American Express’ merchant relationships through developing and delivering valuable insights, solutions, consultation, and creativity. This includes establishing deep, mutually beneficial relationships with the merchants and driving profitable incremental revenue. By understanding the needs of the merchant, industry trends, and aligning AXP capabilities, CLMs serve as consultants to develop and sell customized Amex solutions that help merchants improve operational efficiencies, drive incremental revenue growth, and identify future opportunities.

Do you enjoy a dynamic, collaborative work environment where you can make a mark? Are you someone who knows how to drive significant business results and new partnerships? Are you excited to join a team culture that is opportunistic, innovative, accountable, customer-oriented, and results-focused? If so, this role is for you.

In this role, specific responsibilities are to:

• Manage a portfolio of approximately 90 strategic cross industry merchants located in Virginia, DC, Maryland, and West Virginia
• Establish and build strong relationships through consistent in-person and virtual interaction with merchants regarding their business model, industry, marketplace, etc.
• Elevate, deepen, and broaden C-Level, Finance, Treasury, Sales and Marketing Relationships within portfolio with focus on leveraging those relationships to drive revenue for Amex.
• Identify and expand existing business relationships, close acceptance gaps with Merchants, and develop strategic portfolio / account plans.
• Provide proactive consultation to drive business growth and improve customer satisfaction.
• Develop and execute strategic account plans to grow Amex revenue, market share and increase profitability.
• Increase Amex relevance by consistently and effectively communicating the value story.
• Consistently track / evaluate business results with a focus on moving opportunities through sales pipeline.
• Build and leverage relationships with internal network to efficiently execute against account growth plans.
• Increase Merchant Satisfaction (NPS score).

Qualifications:

• Strong track record of relationship management and consultative selling skills with a demonstrated ability to establish, maintain and deepen partnerships with customers, and identify and drive profitability within the portfolio.
• Demonstrate a great sense of curiosity to generate ideas, problem-solve, and to identify new opportunities for business growth
• Ability to influence others and work collaboratively across Amex teams to ensure seamless integration with key partners in Pricing, Risk, Operations, Payments Consulting and Legal
• Must be highly customer-focused and results-driven, with the ability to work on multiple initiatives simultaneously both autonomously and as part of a team.
• Ability to collaborate and work effectively at all levels with a proven ability to influence without direct authority.
• Strong analytical skills with a focus on manipulating merchant metrics in excel to determine portfolio strategy / approach.
• Excellent financial skills, strong qualitative and analytical skills, and the ability to prepare financial analysis in order to support value propositions and support growth proposals.
• Strong negotiation, influencing and collaboration skills are required.
• Highly customer focused, a self-starter and a results-driven individual.
• Ability to articulate value proposition and connect it to the customer’s business model.
• Strong presentation/negotiation skills and the ability to build rapport and credibility.
• Proven success of influencing and collaborating with C-level decision makers.
• Excellent oral/written communication and be proficient in MS Office applications.
• Minimum of 5 years of proven success in account management/sales and portfolio planning preferred. Ability to communicate frequently, candidly, and clearly. Ability to listen and adapt/pivot approach.
• Knowledge of the Merchant / acquiring business and/or the U.S. payments industry are strongly preferred.
• Position is Virtual and the candidate must reside in DMV area where most of the merchants in the portfolio are based, with willingness to travel to southern VA and West Virginia.
• Educational requirement: Minimum of a college degree, MBA preferred.

Salary Range: $80,000.00 to $155,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Employment eligibility to work with American Express in the United States is required as the company will
not pursue visa sponsorship for this position.