Associate Account Manager

Jobtailor; Deutschland; Remote; EUR 42.000 - 56.000; Vollzeit

Zusammenfassung

Navan is seeking a proactive Customer Success Associate in Germany to partner with Account Managers, develop a deep understanding of Navan’s travel and expense product, and enable program administrators on its functionality.

You will monitor email inquiries about integrations, policy configuration, payments, bugs, and feature requests; drive adoption and retention with timely, knowledgeable guidance; escalate issues as needed and document processes to scale the team.

Qualifikationen

• Bachelor’s degree or equivalent working experience.
• 1+ year in customer success, account management, sales or related role in a rapidly growing SaaS company.
• Passion for customer experience and technology with ability to deeply understand a product.
• Excellent written and verbal communication with ability to articulate complex concepts to diverse audiences including executives.
• Detail-oriented, organized, and able to prioritize in a fast-paced environment; strong problem-solving.
• Data-driven approach to drive efficiency.
• Highly intelligent, motivated, coachable individuals focused on delighting clients and driving revenue.

Aufgaben

• Partner with Account Managers to support customers and ensure excellent experience through timely communications.
• Develop and maintain deep understanding of Navan’s travel and expense product offering.
• Enable program administrators on Navan’s product functionality.
• Monitor and respond to email inquiries about product integrations, platform settings, policy configuration, payment and integration issues, product bugs, and feature requests.
• Drive satisfaction, adoption, retention, and reduce churn through quick, knowledgeable advice.
• Handle escalations and collaborate across teams to resolve issues.
• Act as voice of the customer and provide internal feedback to maximize value and retention.
• Run playbooks and ideas to drive adoption; track results using defined KPIs.
• Document processes to support the team efficiently and at scale.

Kenntnisse

Customer Success Experience

SaaS Industry Knowledge

Superior Communication Skills

Data-Driven Decision Making

Problem-Solving Abilities

Ausbildung

Bachelor’s Degree

Tools

CRM

Product Functionality Understanding

KPI Tracking

Email Inquiry Management

Travel and Expense Policy Configuration

Jobbeschreibung

• Partner with assigned Account Managers to support customers and ensure excellent customer experience through timely, accurate communications.
• Develop and maintain a deep understanding of Navan’s travel and expense product offering.
• Enable program administrators on Navan’s product functionality.
• Monitor and respond to email inquiries about product integrations, platform settings, travel and expense policy configuration, payment and integration issues, product bugs, and feature requests.
• Drive satisfaction, adoption, retention, and reduce customer churn risk through quick and knowledgeable advice.
• Handle customer escalations and work across teams to resolve issues.
• Act as the voice of the customer and provide internal feedback to maximize customer value and retention.
• Run playbooks and program ideas to drive adoption and satisfaction, and track results using defined KPIs.
• Document processes to support the team efficiently and at scale.

Requirements

• Bachelor’s degree or similar working experience.
• 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.

Core Competencies

Demonstrates a strong understanding of customer success principles within a SaaS environment, focusing on enhancing customer experience, driving product adoption, and effectively communicating complex concepts to diverse audiences. Proven ability to manage customer relationships, resolve escalations, and utilize data-driven strategies to improve efficiency and satisfaction.

Highest-signal resume keywords

• Customer Success Experience
• SaaS Industry Knowledge
• Superior Communication Skills
• Data-Driven Decision Making
• Problem-Solving Abilities

ATS Optimization Keywords

Hard Skills

• Customer Relationship Management
• Product Functionality Understanding
• KPI Tracking
• Email Inquiry Management
• Travel and Expense Policy Configuration

Soft Skills

• Detail-Oriented
• Organizational Skills
• High Emotional Intelligence
• Coachable Attitude
• Passion for Customer Experience

Certifications & Qualifications

• Bachelor’s Degree

Industry Keywords

• Customer Experience
• Account Management
• Customer Retention
• Customer Churn Reduction
• Product Integration