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About the Role
The Associate Account Manager role is a new and developing function within the Account Management department. Associate Account Managers support Travel and Expense customers, specifically program administrators, by assisting with product configuration, troubleshooting, and issue resolution. This role partners closely with global Product, Finance, Operations, and Travel Experience teams to ensure outstanding customer experiences and help customers achieve their goals. The position offers world-class training and a fast track towards a revenue-driving Account Manager role.
Responsibilities
- Partner with assigned Account Managers to support their customers, ensuring excellent customer experience through timely, accurate communications.
- Develop and maintain a deep understanding of the travel and expense product offering to enable program administrators on Navan’s product functionality.
- Monitor and respond to email inquiries from Travel and Expense Administrators related to product integrations, platform settings, policy configuration, payment and integration issues troubleshooting, and product bugs and feature requests.
- 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 to better serve them to maximize customer value and retention.
- Run playbooks and program ideas to drive adoption and satisfaction and track results based on defined KPIs.
- Document processes to support the team efficiently and at scale.
Requirements
- 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
- Fluency in English is mandatory
- 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.
Skills
- Customer Success
- Account Management
- Sales
- Customer-facing
- SaaS
- Product Configuration
- Troubleshooting
- Issue Resolution
- Communication
- Product Knowledge
- Customer Experience
- Technology
- Problem-solving
- Data Analysis
Location
- London
Work Type
- Full-time
Experience Level
- Associate
Education Level
- Bachelor's degree