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Scaled Account Manager

Navan
London, GBR
Manager · 1+ years experience
Onsite
Discovered 4 days ago
Account managementCommunication

Full Job Posting

What you’ll do

  • Support your customers, ensuring excellent customer experience through timely, accurate communications
  • Own the renewal cycle for your portfolio — from preparation and customer alignment to execution — ensuring predictable, timely, and successful renewals
  • 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.
  • Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.
  • Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.
  • Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here. Your decision to do so will not affect how your candidacy is evaluated.
  • Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.

Qualifications

  • 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.
  • Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.
  • Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.
  • Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here. Your decision to do so will not affect how your candidacy is evaluated.
  • Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.

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