Director – Client Specialist

American Express
Phoenix
Workplace: OnsiteFull timeUSD 107,250 - 196,750 annuallyFunction: Executive & General ManagementEducation: bachelorsSkills: ["Strategic leadership","Client relationship management","Executive communication","People leadership","Change leadership"]

Lead a high-impact Client Specialist Team within Global Commercial Services, strengthening relationships with unmanaged, high-value, strategically important clients across segments. Own key portfolio outcomes including retention, spend growth, client satisfaction, engagement quality, and escalation resolution. Modernize the team’s operating model using segmentation, data-driven prioritization, scalable engagement workflows, and AI-enabled tools—while maintaining a strong control and compliance environment.

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American Express
American Express
1 day ago

Director – Client Specialist

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Job Summary

Lead a high-impact Client Specialist Team within Global Commercial Services, strengthening relationships with unmanaged, high-value, strategically important clients across segments. Own key portfolio outcomes including retention, spend growth, client satisfaction, engagement quality, and escalation resolution. Modernize the team’s operating model using segmentation, data-driven prioritization, scalable engagement workflows, and AI-enabled tools—while maintaining a strong control and compliance environment.
Location: Phoenix
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Set the vision, priorities, and operating strategy for the Client Specialist Team, including service standards, escalation protocols, performance expectations, and resource alignment.
  • •Own key client and business outcomes across the portfolio, including retention, spend growth, client satisfaction, engagement quality, sales effectiveness, and escalation resolution.
  • •Strengthen consultative client engagement by ensuring colleagues uncover customer needs, communicate value, navigate complex client dynamics, and identify opportunities to deepen relationships and grow spend.
  • •Serve as the senior escalation owner for complex, sensitive, and high-value client situations, ensuring clear ownership, timely resolution, and balanced decisions across customer, commercial, risk, and enterprise priorities.
  • •Modernize and scale the CST operating model through improved segmentation, coverage strategy, workflows, reporting, colleague enablement, and automation/analytics/AI-enabled tools while maintaining control and compliance.

Pay and Benefits

Salary: USD 107,250 - 196,750 annually
Equity and Bonus:Equity

Key Requirements

  • •Bachelor’s degree or equivalent professional experience; advanced degree preferred.
  • •Significant experience in sales, client management/client success, commercial strategy, service leadership, or portfolio management.
  • •Proven people leadership, including leading high-performing teams and developing leaders.
  • •Demonstrated success driving client and business performance across retention, growth, client experience, and escalation quality.
  • •Experience operating in a highly regulated environment and using data, customer insights, digital tools, and commercial judgment to shape strategy.
Experience:PaymentsCorporate paymentsClient successService leadershipPortfolio managementRegulated environment
Education:Bachelor's
Skills:Strategic leadershipClient relationship managementExecutive communicationPeople leadershipChange leadership
Tech Stack:AutomationAnalyticsAI-enabled toolsDigital tools

Company Brief

American Express
Provides global payment, credit, and travel-related financial services for consumers and businesses. Best known for its charge and credit cards, merchant payment network, and premium customer rewards and servicing.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York City, United States
Founded: 1850
WebsiteLinkedIn