Associate Account Manager

The Associate Account Manager role is a new and developing function at Navan within the wider Account Management department. Associate Account Managers work alongside Account Managers to provide support to our Travel and Expense customers, specifically to programme administrators. 

As an Associate Account Manager, you will be working with a team of account managers across different market segments and be responsible for delivering an outstanding customer experience. Your role will be to assist customers with product related configuration queries, troubleshooting and resolving issues. You will partner closely with our global Product, Finance, Operations and Travel Experience teams to ensure we are delighting our customers and helping them achieve their goals.

We are looking for individuals who have a passion for customer success and account management, embody a “go- getter” attitude, can communicate effectively and thrive in a fast-paced environment. You can expect world-class training and enablement and a fast track towards a revenue driving Account Manager role.

This role will be based in London and report directly to the Manager, Associate Account Management.

What you’ll do:

Effectively partner with your assigned team of Account Managers to support their customers, ensuring excellent customer experience through timely, accurate communications

Develop and maintain a deep understanding of our travel and expense product offering to enable programme administrators on the Navan’s product functionality

Monitor and respond to email inquiries from Travel and Expense Administrators related to product integrations and platform settings, travel and expense policy configuration, payment and integration issues troubleshooting and product bugs and feature requests, etc. 

Drive satisfaction, adoption, retention, and reduce customer churn risk by providing quick and knowledgeable advice based on customer’s desired outcomes

Handle customer escalations and work across teams to resolve issues

Act as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention

Run playbooks and programme ideas to drive adoption and satisfaction and track results based on defined KPIs

Document processes to support the team efficiently and at scale

What we’re looking for: 

Bachelor’s degree

1+ year of prior experience in customer success, account management, sales or related customer-facing position within a rapidly growing SaaS company

Passion for customer experience and technology with the ability to deeply understand a product

Superior written and verbal communication skills with the ability to clearly articulate complex concepts and technologies to diverse audiences including C-level executives

Detail-oriented and ability to stay organized and prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve

Data-driven approach to continuously drive additional efficiency

Highly intelligent, passionate, driven, high EQ, coachable individuals who are excited to delight clients, drive revenue and accelerate their careers.

Fluent in German and English - mandatory.