As a Commercial Account Manager, your mission will be to drive adoption and revenue from a book of commercial accounts by ensuring your clients are maximizing the value they derive from the Navan platform. You will do this by understanding customer goals, onboarding new customers, conducting product training on our full T&E solution, driving adoption and retention, and ensuring ongoing satisfaction. You will work with our customer C-Suite and executive teams, as well as our program administrators to drive a successful program. You will partner closely with our Sales, Product, Finance, Support and Operations teams to ensure we are delighting our customers and exceeding our goals.
You can expect a fast paced and dynamic culture where change is the only constant, where we’re passionate about what we do and where we believe we can do just about anything. Buckle up, it’s going to be a lot of fun.
What You’ll Do:
- 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
What We’re Looking For:
- 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.
- Strong proficiency in French and English is mandatory,