Associate Account Manager

Navan; San Francisco (CA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Parental leave

Commuter benefits

Healthcare

Flexible Vacation

Health and Wellness

Fuel for Connection

Pet Friendly

IATAN discounts

401k

Connectivity Allowance

Learning & Development

Job summary

Navan is seeking an Account Management Associate to directly support administrator travel and expense needs. You will act as a strategic owner of the customer experience, solving issues and collaborating with internal teams to remove barriers for travelers.

You will gather feedback for product, design, and engineering to continually improve both customer-facing and internal platforms. The role partners with Commercial Account Managers to prioritize accounts, run playbooks, and drive revenue

Qualifications

• Demonstrated project management and organizational skills.
• Excellent written and verbal communication with customers.
• Ability to prioritize tasks in a fast-paced SaaS environment.
• Passion for travel and customer experience.

Responsibilities

• Support travelers' travel and expense needs directly.
• Solve issues and communicate effectively with internal teams.
• Provide feedback to product/design/engineering to improve platforms.
• Renew, process and negotiate contracts and maximize revenue opportunities.
• Track KPI-driven playbooks and drive adoption, retention and upsells.

Skills

Project management

Attention to detail

Communication skills

Customer focus

Education

Bachelor's degree

Job description

• As an Account Management Associate, you will be responsible for directly supporting our Administrator’s travel and expense needs
• As strategic owners of our customer’s experience, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveler
• As the front line of our business, you will have a unique opportunity to provide regular feedback to our product, design and engineering teams as they work towards continually improving our customer facing and internal platforms
• This is an exciting role where you will have a direct impact on our day to day operations, traveler experience and product development
• Effectively partner with our Commercial customers, ensuring excellent customer experience through timely, accurate communications
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
• Partner closely with your Commercial Account Managers on their account prioritization, ensuring your efforts maximize revenue opportunities within accounts
• Run playbooks and program ideas and track results based on defined KPIs (e.g. user adoption / customer retention / upsells)
• Drive satisfaction, adoption, retention, and reduce churn by providing quick and knowledgeable advice based on customer’s desired outcomes
• Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve our customers to maximize customer value and retention
• Refine segmentation for the Scaled book to inform engagement strategies
• Renew, process and negotiate contracts

Benefits

• Parental leave
• Commuter benefits
• Healthcare
• Flexible Vacation
• Health and Wellness
• Fuel for Connection
• Pet Friendly
• IATAN (travel-related discounts)
• 401k (retirement plan)
• Connectivity Allowance
• Learning & Development

Excellent project management and organizational skillsAttention to detail and excellent communication skills are a mustPassion for travel and focusing on the customer experienceBachelor’s degree or similar relevant working experienceAbility to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solvePassion for deeply understanding a product in order to provide solutions for customersHigh energy, go-getter with fresh ideas who takes the initiative to get things doneData-driven approach to continuously drive additional efficiencyProven track record of managing a high volume of accounts, from onboarding and throughout the customer lifecycle1-2 years of experience in Sales, Account Management, or related customer-facing position within a rapidly growing SaaS company