Analyst, Field Enablement for Salesforce

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.

Join Team Amex and let's lead the way together.

Global Merchant & Network Services (GMNS) brings together American Express' merchant-and network-related businesses to enable a sharp focus on using the power of our network to provide unique value to all of our mutual customers. The organization manages the relationships with the millions of merchants around the world that accept American Express and runs the company’s payment network and manages bank partnerships globally.

The Global Strategy & Capabilities (GS&C) group sits within GMNS. GS&C’s mission is to become essential to merchants and partners globally by delivering an easy, frictionless, value-added experience that enables them to meet their goals and serve their customers. GS&C consists of a diverse set of teams that support the GMNS business. GS&C operates in a dynamic, fast-evolving space, and candidates should thrive in environments with high levels of ambiguity and change.

Within GS&C, the Field Training & Enablement 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 MerchantForce enablement team within 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, execute on communication strategy, design the trainings content & materials to add provide tailored enablement to our stakeholders. This includes consulting with stakeholders about business priorities and needs, creating customized and value-add product effectiveness strategies, 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:

• Be the ‘voice’ of our product by managing all communication channels (i.e., newsletters, launch announcements, service alerts, etc).
• Support and forge strategic relationships with regional stakeholders at all levels to build strong and trusting partnerships.
• 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.
• 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.
• Own knowledge management and collaboration tools leveraged by stakeholders.

Minimum Qualifications:

• Exceptional written communication skills, a strong ability to create engaging training content (guides, videos, emails, presentations), and a keen eye for design and elevate the user experience presenting innovative ideas to audiences of all levels.
• Minimum of 1 year of experience in creating and delivering communication and training content for a product.
• Experience in creating material and presentation for senior leadership.
• 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.
• 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
• Professional experience with CRM/Salesforce.com required
• Experience with Seismic preferred.

Salary Range: $55,000.00 to $105,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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.

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