Account Management Associate
Supports Account Managers and Travel and Expense customers by resolving product configuration and integration issues, driving adoption and retention, and coordinating cross-functional solutions. Requires a bachelor’s degree, at least one year of SaaS customer-facing experience, and English plus German or French fluency.
About the job
Responsibilities
- Partner with assigned Account Managers to support customers and provide timely, accurate communications.
- Develop deep knowledge of Navan’s travel and expense products to enable program administrators.
- Respond to inquiries about product integrations, platform settings, travel and expense policy configuration, payment and integration issues, product bugs, and feature requests.
- Drive customer satisfaction, adoption, and retention while reducing churn risk through knowledgeable, outcome-focused guidance.
- Handle customer escalations and collaborate across teams to resolve issues.
- Represent customer feedback internally to maximize customer value and retention.
- Run playbooks and program initiatives to drive adoption and satisfaction, tracking results against defined KPIs.
- Document processes to help the team operate efficiently and at scale.
Requirements
- Bachelor’s degree.
- At least 1 year of experience in customer success, account management, sales, or a related customer-facing role within a rapidly growing SaaS company.
- Fluency in English and professional fluency in either German or French.
- Passion for customer experience and technology, with the ability to understand products deeply.
- Excellent written and verbal communication skills, including the ability to explain complex concepts and technologies to diverse audiences.
- Strong organization, prioritization, attention to detail, problem-solving, and ability to work in a fast-paced environment.
- Data-driven approach to improving efficiency.
- High emotional intelligence, drive, coachability, and enthusiasm for customer success and revenue growth.
Skills
SaaS, Customer Success, Account Management, Product Configuration, Troubleshooting, Product Integrations, Platform Settings, Travel And Expense Policies, Payment Integrations, Customer Retention, KPI Tracking, Process Documentation, Data Analysis
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