Early Experience Partnerships Manager
Egug Cx_1 · Phoenix, Arizona, United States · hybrid
American Express is seeking a strategic, client-focused, and highly collaborative Early Experience Partnerships Manager to drive successful post-sale experiences and product utilization for third-party Expense Management solutions, with an initial focus on Emburse.
This role will serve as a post-sale subject matter expert and hands-on owner of the early customer experience, working directly with customers who need additional support during and following Self-Guided implementation. The Manager will help customers overcome implementation friction, activate key capabilities, and increase product utilization.
This is a builder-doer role. The successful candidate will be comfortable jumping into the details with customers while also identifying patterns, developing scalable intervention strategies, and improving the broader customer experience.
The Manager will partner closely with Sales, Product, Deployment teams, and external partners. Sales will own pre-sale product positioning, while this role will use post-sale insights to identify knowledge gaps, strengthen seller enablement, and improve the transition from sale through adoption. The Manager will also serve as an internal “go-to” resource for the post-sale partner experience, alongside the Product team responsible for the overall partnership.
Drive Post-Sale Customer Success & Utilization
- 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.
Build & Scale the Assisted 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 Across Sales, Product & Emburse
- 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 while reinforcing seller ownership of pre-sale product knowledge and positioning.
- 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.
- 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 as the company will not pursue visa sponsorship for these positions.