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Early Experience Partnerships Manager
American Express. Own and continuously improve the early post-sale experience for assigned partner solutions .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer success and implementation processes, focusing on driving customer activation and utilization in B2B SaaS and financial technology. Capable of developing scalable solutions and facilitating cross-functional partnerships to enhance the post-sale customer experience.
Highest-signal resume keywords
Customer SuccessImplementation ProcessesB2B SaaS ExperienceAnalytical SkillsCross-Functional Partnership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ImplementationOnboardingProduct AdoptionCustomer ActivationUtilization TrackingScalable Solutions DevelopmentTraining DevelopmentData AnalysisProblem-SolvingFinancial Technology
Soft Skills
Customer-Facing CommunicationFacilitation SkillsRelationship ManagementOrganizational SkillsDetail-Oriented
Industry Keywords
Expense ManagementDeploymentCustomer ExperienceSales EnablementPost-Sale Support
About the role
Key responsibilities & impact- Own and continuously improve the early post-sale experience for assigned partner solutions
- Work directly with customers requiring additional assistance during or following Self-Guided implementation
- Diagnose implementation, activation, and utilization challenges and provide targeted, hands-on support
- Identify stalled or low-utilization customers and determine the appropriate intervention
- Serve as an escalation point for more complex post-sale customer situations
- Develop deep expertise in partner product functionality, implementation requirements, and the end-to-end customer experience
- Develop a scalable Assisted Early Experience model that supplements Self-Guided implementation when additional support is needed
- Establish clear triggers for intervention and create repeatable customer plays, tools, and best practices
- Equip Deployment Managers and other flex resources to effectively support partner-product customers
- Track activation, utilization, customer outcomes, and intervention activity to identify opportunities for improvement
- Translate hands-on customer experience into scalable solutions that reduce friction and the need for intervention over time
- Partner with Sales to diagnose post-sale issues, improve customer handoffs, and identify recurring expectation-setting or knowledge gaps
- Translate post-sale insights into targeted Sales training and enablement
- Serve as a key voice of the post-sale customer experience to the Product team responsible for the partner relationship
- Partner directly with Emburse on recurring customer challenges, product capabilities, and opportunities to improve the experience
- Create a strong feedback loop across Customers, Sales, Product, Deployment, and Emburse to drive continuous improvement
Requirements
What you’ll need- Experience in implementation, onboarding, customer success, deployment, product adoption, B2B SaaS, financial technology, Expense Management, or related customer-facing roles
- Strong customer-facing communication, facilitation, and problem-solving skills, with the ability to diagnose challenges and drive them to resolution
- Demonstrated ability to operate as both a strategic builder and hands-on practitioner
- Ability to develop deep product expertise and translate complex functionality into practical customer guidance
- Experience driving customer activation, adoption, utilization, or implementation outcomes
- Strong analytical skills with the ability to identify patterns across customer interactions and utilization data and translate insights into action
- Experience developing scalable customer plays, implementation processes, training, or enablement
- Strong cross-functional partnership skills and experience working across Sales, Product, Operations, Customer Success, and/or external partners
- Ability to work independently, manage multiple priorities, and build new processes in an evolving environment
- Highly responsive, organized, and detail-oriented with strong professional presence and relationship management skills
- Employment eligibility to work with American Express in the United States is required; the company will not pursue visa sponsorship for these positions
Benefits
Comp & perks- 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