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Manager, Account Development (People Leader)

Manager, Account Development (People Leader)

Manager, Account Development (People Leader)

Phoenix, AZ

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

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Building lasting relationships is at the heart of our business and that’s exactly what members of our sales team do best. Use your entrepreneurial mindset and consultative approach to create rewarding opportunities for both our customers and yourself, while being backed by an iconic brand. Whether you’re helping our customers get the most value from our range of innovative products and services, or collaborating internally across teams to deliver new solutions, your work can help us become an essential part of our customers’ lives. Find your place in sales on #TeamAmex.

Small businesses play a critical role in the strength of our economy and American Express has a rich history of being an advocate for them. By providing marketing resources and developing signature programs such as, our year-round Shop Small program and Small Business Saturday, American Express has helped get more customers to small businesses each year with our investments to help them.

The Centralized Client Management (CCLM) organization is responsible for building unique experiences for merchants through effective client management, world-class analytics, and marketing initiatives. The team is dedicated to helping small merchants succeed and grow by providing them with a range of tools and resources – lending products, online resources, digital promotions and social media tools – as well as advocacy and support. American Express provides small merchants solutions focused on enhancing merchant membership and connecting them with customers who can help build their business.

CCLM falls within Global Merchant and Network Services (GMNS), within American Express which acquires and maintains relationships with millions of merchants around the world that welcome the card.

Role Overview:

The Centralized Management Team is a critical component of the CCLM organization and is part of the CCLM growth strategy. The team launched in 2013 with the mission of driving growth, retention, and delivering value to small merchants at scale by calling merchants from Marketing Triggers to “call the right merchant, at the right time, with the right message.” Day to day, this team collectively manages, retains, and drives profitable growth with a portfolio base of ~80K merchants. CMT is supported by a dedicated analytics team that strategically determines which merchants to call, when to call them and what specific message is appropriate to discuss with them. The Account Specialists is responsible for consulting with the Merchant and owns delivering the value message based on uncovered merchant needs to deliver a high value merchant experience. The CMT Manager will be responsible for leading a team of 5 Account Specialists who are measured on the quality of the conversations they have in the meetings with merchants, achieving a targeted number of meetings, and driving incremental revenue growth. The CMT Manager will also be responsible for leading various projects/initiatives throughout the year to support the broader CCLM team while leading their team.

Strong leadership, innovation, and self-starter are the critical qualities for the candidate’s success. The CMT Manager will be measured on team performance in achieving targets around the number of high value meetings completed, the quality of those meetings, value drivers and overall portfolio revenue growth. This individual will also be measured on leadership skills (including team culture, training, coaching and performance management skills).

Role Responsibilities:

  • Lead and coach a team of 5 Account Specialists Specialists who are responsible for driving profitable growth to deliver a team that has a strong ability to deliver high quality consultative meetings with merchants that uncover opportunities for growth and drive expansion of Amex acceptance with merchants.
  • Inspire, engage and develop talent through innovative and dedicated leadership
  • Lead the team to hit meetings targets, quality metrics, and revenue targets
  • Understand and stay abreast of dynamic changes currently taking shape in the payments industry and package learnings for their team
  • Champion projects and key areas of focus
  • Handle escalated merchant situations
  • Be able to drive change management and be a change agent that supports the broader vision of the organization
  • Collaborate with business partners and stakeholders
  • Work closely with the CMT Director and CCLM VP to take an active role in the evolution and future development of CMT


  • 4+ years successful business development experience with a proven ability to drive top results.

  • Strong financial acumen, understanding of business financials and ability to create a financial business case is a high priority skill set required to effectively sell card acceptance value.

  • The core job responsibilities will be conducted over the phone and will require excellent phone presence and strong verbal communication.

  • Demonstrated success in pipeline management as well as strategic account and portfolio planning.

  • Strong sales skills including negotiation, influencing and collaboration skills

  • Intuitive, Intellectual curiosity and investigative abilities to uncover at risk and suppression behavior.

  • Strong will to succeed and a positive, tenacious attitude.

  • Ability to deal with clients across all markets/industries.

  • College Degree required.

  • This role operates under a hybrid work arragnement where candidates must reside in or be willing to relocate to the Phoenix, AZ area.

If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e., 2 doses for Moderna/Pfizer and 1 dose for J&J) and, for medically eligible* colleagues, a booster shot, in order to work in or visit any of our offices. This requirement is subject to legally required accommodations."

  • Booster eligibility: The CDC has established guidelines for when adults are eligible to receive booster shots depending on when they completed their initial vaccine series (currently five months after the Pfizer-BioNTech and Moderna vaccines, and two months after the J&J Vaccine). If you have completed your primary vaccine series but have not yet reached your booster eligibility date, you will be able to come into the office; however, you will need to complete your booster within 30 days of becoming eligible to continue coming in and participating in company-sponsored in-person events.

In addition, we are required to comply with all client COVID-19 protocols that may be present in advance of meeting and/or entertaining with clients as a requirement of client-facing roles.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.

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• Post ID: 21162586

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