Associate Account Manager

Navan; Palo Alto (CA); On-site; USD 68,000 - 90,000; Full time

Job summary

Navan is seeking an Associate Account Manager to support Travel and Expense customers, working with a global team to ensure outstanding experience for programme administrators.

You’ll partner with Account Managers, learning Navan’s product offerings and collaborating with Product, Finance, Operations, and Travel Experience teams to delight customers and help them reach goals.

Qualifications

• Bachelor’s degree or similar working experience.
• 1+ year of experience in customer success, account management, sales or related role at a SaaS company.
• Passion for customer experience and technology with ability to understand a product.
• Strong written and verbal communication, including ability to explain complex concepts to diverse audiences.

Responsibilities

• Support assigned team of Account Managers to deliver excellent customer experience through timely communications.
• Develop deep understanding of Navan product to enable programme administrators.
• Answer email inquiries about integrations, settings, policy configuration, and related issues.
• Drive satisfaction, adoption, retention and reduce churn by giving quick, knowledgeable advice.
• Handle customer escalations and coordinate across teams to resolve issues.
• Voice the customer and provide internal feedback to improve offerings.
• Run playbooks to drive adoption and track KPIs.
• Document processes to support the team at scale.

Skills

Communication skills

Customer empathy

Data-driven

Problem solving

Coachable

Education

Bachelor’s degree or equivalent experience

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 program 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 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.

The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. To determine a successful candidate’s starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate’s skills and experience, market demands, and internal parity.For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Target incentive compensation for some roles may include a ramping draw period. Compensation is higher for those who exceed targets. Candidates may receive more information from the recruiter.

Pay Range: $67,500 USD - $90,000 USD

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.

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