Associate Account Manager

Navan; Berlin (NH); On-site; USD 48,000 - 75,000; Full time

Job summary

Navan in Berlin is building a focused Associate Account Manager role within the Account Management team. You will support Account Managers, assist programme administrators, and collaborate with Product, Finance, Operations, and Travel Experience teams to delight customers.

The position emphasizes customer success, strong communication, and rapid growth toward a revenue-driving Account Manager role. English and German are mandatory.

Qualifications

• Bachelor’s degree
• 1+ year in customer success, account management, sales or related role in a fast-growing SaaS company
• English and German required
• Passion for customer experience and technology
• Strong written and verbal communication across audiences including executives
• Detail-oriented, organized, and able to prioritize in a fast-paced setting
• Data-driven approach to improve efficiency

Responsibilities

• Support assigned Account Managers to deliver excellent customer experience
• Understand Navan’s travel and expense product to assist programme administrators
• Respond to email inquiries on product integrations and policy configuration
• Provide quick, knowledgeable guidance to drive adoption and reduce churn
• Handle escalations and coordinate across teams to resolve issues
• Act as voice of the customer and share feedback to improve value
• Run playbooks to drive adoption and track outcomes against KPIs

Skills

Customer success

Account management

Communication

German language

English language

SaaS experience

Data-driven

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 program 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 Berlin 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
• English and German 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.