Customer Excellence Manager - Health Sciences

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

We are seeking a meticulous and client-centric Customer Excellence Manager to join Amex GBT. In this role, the Customer Excellence Manager will provide strategic oversight of a Life Science customer’s strategic meetings and events program, ensuring outstanding service delivery and seamless program execution. This individual will partner with customers and internal operations teams as the primary strategic liaison, delivering operational excellence and outstanding customer engagement.

• Foster customer-centric approach across all interactions and deliverables. Serve as primary strategic contact for life science clients, maintaining proactive communication and positive relationships. Resolve customer inquiries and call out issues with solutions. Provide regular status updates throughout the meeting lifecycle
• Intake new meetings from planners; and understand unique program requirements
• Review and assign programs based on capacity and planner expertise
• Assess team capacity and match assignments with program requirements. Liaise with meeting managers and planners to coordinate weekly status update
• Maintain meeting logs and provide meeting-level reporting via Insight tools.
• Monitor meeting execution and gather feedback to ensure customer satisfaction. Identify improvement opportunities and work with leadership to implement process improvements. Analyze customer satisfaction via surveys and benchmark results
• Provide input that influences strategic program delivery
• Communicate potential issues to Operations leadership
• Develop strategic partnerships with client and supplier contacts. Provide input that influences strategic program delivery

• Customer-centric attitude with dedication to service excellence
• 3+ years of shown experience in event management, account management, or life science industry support. Bachelor s degree or equivalent professional experience
• Strong organizational and project management skills; ability to manage multiple complex events. Proven analytical skills and attention to detail
• Excellent written and verbal communication and relationship-building abilities
• Proficiency with meeting/event management platforms (Cvent preferred) and CRM systems
• Understanding of pharmaceutical industry compliance and healthcare regulations
• Proficiency in collaboration tools (SharePoint, Smartsheet, Outlook, Excel)
• Ability to act on own initiative, understand critical issue processes, and make confident decisions
• Experience with resource planning and capacity management. Experience managing high-value or regulated industry clients. Experience managing healthcare compliance and TOV for life sciences
• Ability to travel domestically and internationally as needed (10-20%). The ideal candidate is in the Eastern Time Zone

United States

The US national base salary range for this position is from $72,100.00 - $. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

In addition to base salary, the anticipated range of which is posted above, this role is either eligible for a sales incentive plan based on specific sales roles, or for a discretionary annual bonus, which rewards participants based on individual and/or company performance.

For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance:
Benefits information is provided in the benefits documentation available to employees.

Work and life:
Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption…