B2B Account Manager (Australia Market)

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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.

Building relationships is at the heart of our business - and that's exactly what members of our account development team do best. This position is responsible for a portfolio of B2B accounts and is accountable for both the day-to-day management of their accounts and identifying and driving new business opportunities to profitably grow the relationship and maximize the value delivered to key merchants. The incumbent will need to possess excellent relationship management, business acumen and communication skills. The person must be able to identify key customer goals / challenges and be able to transform that into strategies that will benefit both the merchant and American Express. Find your place in account development on #Teamamex.

The incumbent will need to possess excellent relationship management, business acumen and communication skills. The person must be able to identify key customer goals / challenges and be able to understand / translate financial data and other information into strategies that will benefit both the merchant and American Express. The position will be responsible for establishing day to day level contacts across all of the accounts in portfolio and formulate relationship strategy across the market.

How will you make an impact in this role?

• Drive growth in a portfolio of Australian-based merchants, with a focus on B2B through engagement and relationship building.
• Differentiate the American Express value and ensure that Merchants understands our value proposition and the benefits that acceptance of the American Express Card can bring to their business.
• Partner with our commercial issuing colleagues to further penetrate our existing Cardmember base to drive scale, where relevant
• Understand working capital/risk pricing models from both a merchant and Cardmember perspective.
• Manage customer expectations and resolve customer concerns as appropriate, e.g. suppression cases, disputes, fraud, discount rate negotiations and cancellation threats.
• Engage with internal stakeholders to facilitate delivery of initiatives.

Preferred Qualifications

• Minimum of 3 or more years’ experience in Account Management, Sales, Business or Account Development.
• Strong understanding of the B2B landscape and payments in this space
• Customer-focused with prior knowledge or experience in financial services or Australian market is a plus.
• Strong financial and commercial acumen (understanding of cash flow, P&L) and the ability to have a confident discussion in relation to interchange and merchant fees.
• Be a skilled communicator who uses active listening to quickly gain an understanding of clients' needs and communicate in a clear, concise, articulate manner.
• Excellent negotiation and objection handling skills and proven ability to consistently deliver excellent results in challenging and competitive environments.
• Team player with the ability to work in groups and contribute to team success.
• Ability to operate effectively in fast-moving and rapidly changing matrix environments.
• Knowledge of American Express operations or other operational experience would be an advantage
• Portfolio planning and ongoing management of accounts with autonomy to drive profitable growth and increased merchant active locations.
• Developing close relationships with multi-level / function of merchant account (e.g. marketing, operation, finance) to ensure high customer satisfaction, account penetration (increase market share) and retention and improve net promoter score.
• Delivering industry specific Value Story and enhance premium value delivery to the accounts to enable “value recapture”, protect premium pricing and grow profitable discount revenue.
• Act as industry specialist to identify key industry trends, needs, developments and competitive activities in the industries and communicating those back to the head of Account Development.
• Proactively identifying opportunities and executing action plans to grow our share of till and increase the value delivered by AXP.
• Work closely with AXP back-office teams to ensure technical & operational efficiency to merchant.
• Work closely across business in support of existing initiatives and identify/drive new Blue Box business opportunities.
• Manage the portfolio P & L including (MSF, Merchant Service Fee) management, risk management, reengineering saves and account compliance.
• Leverage CRM tools and capabilities e.g. Merchant Force to manage the portfolio to drive process improvement.
• Excellent relationship management skills and a strong track record in managing complex, multi-national, national key account portfolios.
• Ability to develop and grow business relationships, at all levels, using strong influencing and project management skills.
• Sales experience and a creative mindset to identify innovative solutions.
• Result oriented with excellent communication and presentation skills.
• Desire to ensure that customer’s needs are clearly understood and appropriate solutions are developed and implemented in a timely manner.
• Solid analytical and strategic thinking abilities together with experience of using complex data analysis.
• Ability to develop and present in-depth financial models at high organizational level together with the ability to handle complex objections in a positive and constructive manner.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid or onsite arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• 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

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