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 Berlin Navan's mission is to power in-person connections, and we bring that to life at our Berlin office, where our Account Managers collaborate on-site 3-4 days a week to drive growth and build our culture.
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
- Fluency in both in 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.
Top Skills
What the Team is Saying
What We Do
Navan (Nasdaq: NAVN) is the leading all-in-one business travel, payments, and expense management platform that makes travel easy for frequent travelers. From finding flights and hotels to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at navan.com.
Why Work With Us
At Navan, we’re never satisfied with the status quo, and we know breakthrough ideas come from diverse perspectives. We are committed to cultivating a workplace that reflects the diversity of the customers we serve while fostering leadership and innovation.
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Navan Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
In-person connections is the foundation of Navan, the connections forged through face-to-face interactions improve company culture and what we can achieve together. We operate on a hybrid working model, which we define as four days a week in-office.
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