Associate Account Manager

Navan; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

Navan is seeking an Associate Account Manager to support Travel and Expense customers. You will assist Account Managers with customer queries, ensuring outstanding service. Responsibilities include managing product-related inquiries, driving customer satisfaction, and providing internal feedback. We seek passionate individuals with a Bachelor's degree and 1+ year of experience in customer-facing roles. Fluency in German and English is mandatory. Join us for a world-class training experience and a fast track to an Account Manager position.

Qualifications

• 1+ year of experience in customer success, account management, or related role in a SaaS company.
• Passion for customer experience with the ability to understand products deeply.
• Superior written and verbal communication skills for diverse audiences.

Responsibilities

• Partner with Account Managers for excellent customer experience.
• Develop a deep understanding of travel and expense product offerings.
• Manage email inquiries related to product integrations and configurations.
• Drive customer satisfaction, retention, and manage escalations.
• Provide feedback on how to better serve customers.

Skills

Customer success

Account management

Effective communication

Problem-solving

Detail-oriented

Fluent in German

Fluent in English

Education

Bachelor’s degree

Job description

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 report directly to the Account Management leader of your assigned segment and be based in [insert GTM Hub Location, i.e. London, Berlin, Paris, or Barcelona].

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 customers 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