Partner Success Manager NYC - Resy

American Express•New York, NY

About The Position

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. 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 American Express Global Dining team sits within the USCS organization. Our mission is to connect the world’s best restaurants with the world’s best customers through a trusted and innovative global Software as a Service (SaaS) platforms, built on the promise of access and unforgettable experiences. Our SaaS platforms offer a wide range of features and functionality, managing reservations and tables, and tracking guest and restaurant data to help restaurants deliver the best hospitality to diners. Diners can discover the amazing world of restaurants thanks to our content-rich website and innovative mobile app. Our diners and Card Members are insiders, and we love having them at the table. The primary function of the Partner Success Manager (PSM) role is to establish day-to-day operational expertise and Amex Brand Champions in the high-touch segment of our book of business via a proactive & targeted engagement model. PSMs are the face of our business to our customer base and are individual contributors responsible for meeting goals associated with our portfolio. PSMs will nurture 1:1 relationships with high-value partners primarily focused in our priority cities, taking a consultative approach to strengthening the foundation of a long-term partnership, driving product adoption & engagement, performance analysis, developing advocacy, and becoming a trusted advisor. Nurturing the key partnerships that we have in these cities is critical to the growth of the market and evolution of the partner relationship with Amex. The PSM should be a resource and work with stakeholders across the organization. This role requires close collaboration with Support, Implementation, Sales, Product, Marketing, Industry Development, Engineering, Data, Finance, and Strategic Partnerships Teams.

Requirements

Hospitality operations experience
Project management experience (e.g., lead meetings, providing status reports, develop and manage project plans).
Outstanding communication and interpersonal skills.
Must possess strong analytical, problem-solving and writing skills.
Experience analyzing data and providing answers to ad-hoc customer questions.
Must be a quick learner with the ability to multi-task in a fast-paced environment.
A team player.
Strong work ethic and high level of professionalism.
Experience using Salesforce.

Nice To Haves

At least 1 year of account management/customer service in B2B software (SaaS preferred).
You display curiosity in big ideas, exhibit interest in understanding how to grow and retain our customers.
You strive to learn about our users, the business and hospitality industry.

Responsibilities

Identify customer expectations, values, and desired outcomes and create manageable Success Plans with the customer
Develop and execute proactive and predictive account management tactics to drive retention
Champion escalation resolutions in a timely and effective manner
Act as a client-facing trusted advisor
Ensure restaurant stakeholder org chart identified & champion in place
Prepare and deliver biannual business reviews with all direct partnerships and appropriate stakeholders
Identify and establish rapport with individuals in the various partner roles
Nurture advocacy with our restaurant partners
Prepare and participate in team meetings and appropriately discuss positive and negative results to a range of audiences (city meetings, team meetings, leadership meetings, etc.) with a solution- and curiosity-minded approach
Stay informed and contribute to competitive analyses and objections
Work with managers to enhance customer journey playbooks and experiences
Maintain a high level of competency in product knowledge and use-cases, including familiarity with the product roadmap and release schedule
Identify and qualify engagement and value-add opportunities: cross-sells and programming
Identify and overcome objections
Gain competency with churn de-escalation and appropriately manage customer departures
Participate in continued education and career development upskilling opportunities

Benefits

Competitive base salaries
Bonus incentives
6%25 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