Mid-Market Account Management Associate

The Account Management Associate role is a new and developing function at Navan within the wider Account Management department. Account Management Associates work alongside Account Managers to provide support to our Travel and Expense customers, specifically to programme administrators. As an Account Management Associate, 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 London.

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 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.
• 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:

• 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.
• Fluency in German or French is a nice-to-have.

Navan provides a comprehensive benefits package tailored to support your well-being and financial security. Our offerings include generous medical plans, dental, and vision benefits with premiums covered by Navan, as well as various insurance options designed to cover each family's needs. We also prioritize your holistic wellness with perks like paid parental and bereavement leave, subsidised commuter benefits, mental health support, connectivity stipends, and even pet insurance.

Navan believes in the value of in-person connections, whether that is sitting down to have lunch with one another, taking a walking 1:1, or collaborating in a room together. The connections forged through face-to-face interactions improve company culture and drive business results. Navan invests in global office spaces that feel welcoming. Perks such as lunches and happy hours create a strong team environment to help you do your best work. We prioritise in-person connections and operate on a four-day-in-office work model.

Navan is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, colour, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We prohibit any such discrimination or harassment.

Navan complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. Navan will reasonably accommodate qualified individuals with a disability in connection with applications for employment as required by law.