At a Glance
- Tasks: Support customers and ensure a seamless experience while managing contract renewals.
- Company: Join a fast-growing SaaS company focused on customer success.
- Benefits: World-class training, career growth opportunities, and a dynamic work environment.
- Other info: Be part of a team that values communication and problem-solving skills.
- Why this job: Make a real impact by helping customers achieve their goals with innovative solutions.
- Qualifications: Bachelor's degree and 1+ year in customer-facing roles required.
The predicted salary is between 40500 - 49500 £ per year.
The Scaled Account Manager ensures that our Travel and Expense customers receive a seamless, reliable, and success-driven experience throughout their journey with our solution. This role blends customer experience, product support, and full renewal responsibility: you assist customers with product-related questions, guide them through technical or process issues, and drive successful contract renewals across your portfolio.
We're looking for individuals who are passionate about customer success, work in a structured and proactive way, and thrive in a fast-paced environment. You bring a 'let's solve it' mindset, strong communication skills, and a desire to help customers achieve results. You can expect world-class training, enablement, and opportunities to grow.
This role will report directly to the Manager, Scaled Account Management and be based in London.
What you'll do:
- Support your customers, ensuring excellent customer experience through timely, accurate communications.
- Own the renewal cycle for your portfolio - from preparation and customer alignment to execution - ensuring predictable, timely, and successful renewals.
- 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, 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.
- 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.
Scaled Account Manager in London employer: TripActions
Navan is an exceptional employer that champions innovation and collaboration in the business travel and expense management sector. With a vibrant work culture that prioritises employee growth and engagement, team members are empowered to lead high-impact initiatives while enjoying unique opportunities for professional development. Located in a dynamic environment, Navan offers competitive benefits and fosters a community where creativity and strategic thinking thrive, making it an ideal place for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Scaled Account Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TripActions. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TripActions before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Scaled Account Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TripActions:Your cover letter is your chance to shine! Tell us why you want to work at TripActions specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TripActions!
How to prepare for a job interview at TripActions
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
