Client Specialist

American Express Global Business Travel

. Operationalize client policies and support clients' day-to-day administration needs .

Posted 10/27/2026full-timeUnited StatesMid-LevelSenior💰 $60,200 - $111,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client policy operationalization, customer onboarding, and service delivery management. Proficient in monitoring performance metrics such as CSAT and CSI, while effectively managing customer service escalations and disputes.

Highest-signal resume keywords

Client Policy OperationalizationCustomer Onboarding ManagementPerformance Reporting SupportCustomer Service Escalation ManagementCSAT and CSI Monitoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ReportingCustomer Service ManagementPolicy DocumentationData AnalysisClient Contract Monitoring

Soft Skills

Coaching and FeedbackCommunicationProblem-Solving

Tools & Technologies

Travel ForceSalesforceTrondent

Industry Keywords

Client ManagementService DeliveryRFP SupportQBR SupportSOW Management

About the role

Key responsibilities & impact

Operationalize client policies and support clients' day-to-day administration needs
Educate and support DAR's/AR's in creating accurate external performance reports
Attend targeted meetings with clients as recommended by Client Managers
Develop creative monitoring techniques to achieve consistency against client contracts
Represent implementation of new business and customer onboarding from a service delivery perspective
Partner with Client Managers and clients on escalations, including strategy, messaging, and research
Monitor CSI's in Travel Force and confirm closures
Manage customer service issue disputes with QSC
Listen to calls and document and close gaps through coaching and feedback to travel counselors
Document policy changes, share client policy with team/lead link, and assist with policy training delivery
Request and validate Profile tool updates and changes
Support RFPs, QBRs, retention efforts, and SOW exceptions
Analyze CSAT performance, identify actions, and communicate results
Monitor client TSF and interface with Operations Liaison and WFM on skilling/unskilling as needed
Monitor and respond to CSO email boxes
Serve as account contact in AMEXCO (bars/stars)
Maintain former employee unused ticket-credit tracking and distribute credits to travel counselors where applicable
Manage and support client soft dollar programs
Document and close offline CSI's in Travel Force up to $500/$1000 and process customer credits where applicable
Maintain PA SOW, support Salesforce PA vetting cases, onboard customers, maintain client-facing collateral, submit associated technology requests, and produce arrival/departure reports via Trondent
Track capacity for Client/Planner calls
Create job responsibilities for clients implementing DOE positions and maintain related tracking and programs where required

Requirements

What you’ll need

Relevant experience, skills, knowledge, and work location considered in base salary determination
Ability to educate and support DAR's/AR's in creation of accurate external performance reports
Ability to attend targeted client meetings
Ability to monitor client contracts and achieve consistency
Ability to support implementation and customer onboarding from a service delivery perspective
Ability to manage customer service escalations, disputes, and credits
Ability to monitor CSI's, CSAT performance, TSF, and CSO email boxes
Ability to document policy changes and assist with client policy training
Ability to request and validate Profile tool updates and changes
Ability to support RFPs, QBRs, retention efforts, and SOW exceptions
Ability to interface with Operations Liaison and WFM on skilling/unskilling
Ability to manage client-specific accountabilities where applicable
Applicants must be eligible to work in the applicable location

Benefits

Comp & perks

Health and welfare insurance plans
Retirement programs
Parental leave
Adoption assistance
Wellbeing resources to support you and your immediate family
Travel perks and weekly deals from major travel providers on flights, hotels, cruises, and car rentals
Access to over 20,000 courses on the learning platform
Leadership courses
New job openings available to internal candidates first
Inclusive and collaborative culture
Global INclusion Groups
Reasonable accommodation for qualified individuals with disabilities