Account Management Associate

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 London 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 communicationsDevelop and maintain a deep understanding of our travel and expense product offering to enable programme administrators on the Navan’s product functionalityMonitor 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 outcomesHandle customer escalations and work across teams to resolve issuesAct as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retentionRun playbooks and programme ideas to drive adoption and satisfaction and track results based on defined KPIsDocument processes to support the team efficiently and at scaleWhat We’re Looking For: Bachelor’s degree1+ year of prior experience in customer success, account management, sales or related customer-facing position within a rapidly growing SaaS companyFluent in English + professional fluency in either German OR French (required)Passion for customer experience and technology with the ability to deeply understand a productSuperior written and verbal communication skills with the ability to clearly articulate complex concepts and technologies to diverse audiences including C-level executivesDetail-oriented and ability to stay organized and prioritize tasks and initiatives in a fast-paced environment, as well as problem-solveData-driven approach to continuously drive additional efficiencyHighly intelligent, passionate, driven, high EQ, coachable individuals who are excited to delight clients, drive revenue and accelerate their careers.