Analyst - Merchant Force Enablement

Global Merchant & Network Services brings together American Express' merchant-and network-related businesses. This includes GMS, which manages the relationships with the millions of merchants around the world that accept American Express. Within GSOP, 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 MerchantForce Training and 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 Salesforce enablement team within this GSOP 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 GMS Field leaders. This position will report to the Manager, MerchantForce Field Training and Enablement The Analyst, Merchant Force 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, provide adoption data driven insights, and add value to our stakeholders. This includes consulting with stakeholders about business priorities and needs, creating customized and value-add product effectiveness strategies & adoption metrics, 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. Support and forge strategic relationships with regional stakeholders at all levels to build strong and trusting partnerships. Build strong relationships with business stakeholders to define MerchantForce-specific goals and KPIs as well as indicators of success for product. Consult with users to understand and improve MerchantForce user experience. Maintain deep understanding of stakeholders’ day-to-day responsibilities, supporting capabilities, and customer needs (including development and management of user personas). Drive increased adoption and positive feedback of MerchantForce. Maintain expertise on product functionality as well as Salesforce platform releases. Provide new initiatives based on Analytics on Salesforce platform’s usage and adoption. Execute field MerchantForce enablement strategy and training to support regional stakeholder teams in growing business and improving productivity. Collaborate with product owners to influence product roadmap that enables business processes to support the customer lifecycle and meet GMNS goals. Be the ‘voice’ of our product by managing all communication channels (i.e., newsletters, launch announcements, service alerts, etc). Own knowledge management and collaboration tools leveraged by stakeholders. 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. Professional experience with CRM/Salesforce.com. Excellent bilingual (English & Spanish) written and verbal communication skills with experience presenting innovative ideas to audiences of all levels. Time flexibility to adapt work schedule to daylight savings 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. Passion for customer and user experience. Experience in creating and delivering training content for a product.