Senior Manager - Client Management - job 1 of 17

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.

How will you make an impact in this role?

The Sr. Client Manager (CLM) position is responsible for managing a portfolio of approximately 75-100 merchants from B2C and B2B companies representing approximately $1B in annual American Express charge volume. These are well-known brands across various industries and verticals including restaurant, retail, entertainment, manufacturing and professional services. 

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, and profitable, relationships with the merchants and driving incremental revenue to the merchant and Amex. By understanding the merchant's organization and industry and applying knowledge of American Express, CLMs serve as consultants within Amex to develop and sell Amex solutions that help merchants manage and optimize their investments, payment processing and card acceptance experiences.

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.

Responsibilities:

• Manage a portfolio of approximately 75-100 strategic cross-industry merchants
• Establish and build strong relationships through consistent in-person interaction with merchants regarding their business model, industry, marketplace, etc.
• Identify and expand existing business relationships, increase acceptance 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 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)

Minimum 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
• Strong analytical skills with a focus on manipulating merchant metrics in excel to determine portfolio strategy / approach
• 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
• Ability to communicate frequently, candidly, and clearly
• Ability to listen and adapt/pivot approach
• Bachelors Required
• 50% Travel required within Michigan and Northwest Ohio

Preferred Qualifications:

• Exceptional financial analysis expertise, both qualitative and analytical, with the ability to prepare financial analysis to support value propositions and support growth proposals
• Minimum of 5 years of proven success in account management/sales and portfolio planning
• Knowledge of the Merchant / acquiring business and/or the U.S. payments industry are strongly 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.

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

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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 these positions.