CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com.

Job Title: Consultant Care Manager (CCM) – AMEX Program

Location: Hybrid on-site as needed/remote

Type: Full-Time

Position Summary

The Consultant Care Manager (CCM) is the primary point of contact for resources engaged on the American Express account, responsible for delivering a seamless consultant experience from onboarding through offboarding. This role ensures compliance, time reconciliation, and communication between CBTS, AMEX, and third-party vendors while fostering strong consultant relationships. The position is also responsible for serving as the HR liaison to our consultant base on long term contracts at disparate customer sites. The main purpose is to provide a hands-on line of communication with our field consultants and to increase the overall retention rate of our billable resources.

Key Responsibilities

• Facilitate onboarding, orientation, and systems access for new hires
• Conduct regular consultant check-ins and support performance coaching
• Manage time reconciliation, approvals, and compliance tracking
• Coordinate contract renewals, terminations, and offboarding
• Maintain AMEX reporting (onboarding status, location tracking, assets, etc.)
• Support visa documentation and policy adherence
• Partner with sales, recruiting, and vendor teams for consultant engagement and growth
• Meet individually with each billable resource at least once a month at their main point of contact to ensure a feeling of connectivity with the company. Report back news as warranted. Answer any and all HR related questions pertaining to benefits, enrollment, etc. Meetings can include breakfast, lunch, dinner, coffee, etc. (60%)
• Head up the candidate and business referral program. Ensure that it is consistently engaged by the consultants. Keep our consultant base aware of our ever-changing openings and needs. (20%)
• Conduct the majority of the consultant base performance reviews by meeting with client managers to gather feedback on the applicable individual's performance. Address any reward or disciplinary issues as warranted. (20%)
  
  

Experience/Background

1 to 2 years

Education

Four years of College resulting in a Bachelor's Degree or equivalent

Special Knowledge/Skills

Excellent oral and written communication skills, high aptitude for learning, strong attention to detail. Ability to establish a quick rapport with people in person and over the phone. Flexibility with scheduling meetings.

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.

The Pay Range For This Role Is

70,000 - 75,000 USD per year (AMEX 56th St. Phoenix, AZ)