Manage all post-sales activity for Commercial customers including onboard new customers, drive adoption and satisfaction, conduct EBRs, identify opportunities for expansion and manage renewals
Develop a trusted advisor relationship with customers (from program administrators up to C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
Partner with Account Executives to successfully implement and launch new customers within the target time to launch timeframes
Develop and maintain a deep understanding of our travel and expense product offering to enable program administrators and end users on the Navan’s product /functionality
Conduct regular check-ins, adoption review meetings and Executive Business Reviews with customers to ensure all T&E spend goes through the Navan platform and that we remain aligned to the customer business goals
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
Identify and execute against opportunities for upsells including adding new customer departments, teams and geographies onto the Navan Travel & Expense solution
Identify opportunities for cross-selling our Expense solution to Travel customers and partner with Expense AEs to close the deal
Own manual customer renewals
Requirements
2-3 years of experience in Customer Success Management, Account Management or related customer-facing position within a rapidly growing company
Preferred experience in corporate travel management and/or fintech
Ability to think strategically, problem solve, and effectively prioritize work and initiatives in a fast-paced, rapidly changing environment
Data driven mindset with attention to detail
Strong communication and presentation skills
Demonstrable track record of high performance and success
High energy, go-getter with fresh ideas who takes the initiative to get things done
Highly intelligent, passionate, driven, high EQ, coachable individuals who are excited to delight clients, drive revenue and accelerate their careers.
Bachelor’s degree preferred or similar work experience