Strategy, Planning and Business Enablement - Analyst

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Global Merchant & Network Services brings together American Express' merchant-and network-related businesses. This includes GMS, which manages the relationships with the millions of merchants around the world that accept American Express; Global Loyalty Coalition which includes the international PAYBACK rewards programs; and Global Network Services, which brings together Global Network Partnerships, Network Solutions & Operations, Accertify, InAuth and Prepaid.

Within GS&C, the Field Training & Enablement Americas team is responsible for understanding key business priorities and creating innovative learning and onboarding curriculum that includes sales skills, product, company and industry knowledge, and tools for the Global Merchant Services Field organizations. The Tools & Capabilities Enablement Director and team support the GMS Sales & Client Management (CLM) teams at global level to increase the CRM (Salesforce) adoption.

We continue evolving the Salesforce enablement team within this GS&C and this role provides the opportunity to be part of our journey to ignite Salesforce adoption. This is an excellent opportunity for an individual to gain deep understanding of the GMNS organization, develop and refine strategies and specific sales enablement & learning solutions while gaining exposure across GMNS Field leaders.

This position will report to the Manager, MerchantForce Field Enablement.

The Analyst, Field Enablement for Merchant’s Salesforce platform (MerchantForce) will be a strategic partner and thought leader to the Merchant Acquisition & Client Management organizations, responsible for executing on the enablement strategy to increase adoption and engagement, provide adoption data driven insights, and add value to our stakeholders. This includes consulting with stakeholders about business priorities and needs, creating customized and value-add product effectiveness strategies & adoption metrics, and leading MerchantForce enablement efforts that drive business growth, merchant experience and productivity. This is a great opportunity for an ambitious self-starter to gain deep understanding of the GMNS organization, develop and refine strategies, and generate expertise across MerchantForce tool.

Responsibilities:

• Support and forge strategic relationships with regional stakeholders at all levels to build strong and trusting partnerships.
• Build strong relationships with business stakeholders to define MerchantForce-specific goals and KPIs as well as indicators of success for product.
• Consult with users to understand and improve MerchantForce user experience.
• Maintain deep understanding of stakeholder’s day-to-day responsibilities, supporting capabilities, and customer needs (including development and management of user personas).
• Drive increased adoption and positive feedback of MerchantForce.
• Maintain expertise on product functionality as well as Salesforce platform releases.
• Provide new initiatives based on Analytics on Salesforce platform’s usage and adoption.
• Execute field MerchantForce enablement strategy and trainings to support regional stakeholder teams in growing business and improving productivity.
• Collaborate with product owners to influence product roadmap that enable business processes to support the customer lifecycle and meet GMNS goals.
• Be the ‘voice’ of our product by managing all communication channels (i.e., newsletters, launch announcements, service alerts, etc).
• Own knowledge management and collaboration tools leveraged by stakeholders.

Minimum Qualifications:

• English Advanced, mandatory.
• Experience with and/or strong understanding of sales and client management teams.
• Ability to build relationships across various stakeholders and influence without authority on high visibility projects.
• Professional experience with CRM/Salesforce.com.
• Excellent written and verbal communication skills with experience presenting innovative ideas to audiences of all levels.
• Results-driven mindset with the ability to drive change management, navigate through ambiguity, and balance multiple priorities.
• Keen attention to detail, high degree of accountability and integrity.
• Passion for the customer and user experience.
• Experience in creating and delivering training content for a product.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.