Skills

Go Sales Product Knowledge Attention to detail Training Marketing Project Management Organizational Skills

Job Specifications

As an Enterprise Customer Success Manager, you will be a trusted advisor to key named/strategic customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You’ll be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You will work with our customer C-Suite and executive teams, as well as our program counterparts to drive a successful program.

This role works with stakeholders across the company in Sales, Support, Marketing, Product, Engineering, and Finance.

What You'll Do

Manage all post-sales activity for Enterprise customers through strong relationship-building, product knowledge, planning, and execution
Manage complex integration cycles, relationship, with each Enterprise customers; developing key relationships and executing within customer subteams (Finance, HR, etc.)
Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
Work closely with your Account Executive counterpart to develop a joint success plan for your customers
Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention
Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews
Work closely with Product and Engineering on identification/tracking of enhancement requests
Handle escalations and work across teams to resolve issues
Improve upon our existing approaches to customer engagement and account management leveraging our CS platform

What We're Looking For:

5+ years of experience in Enterprise Customer Success Management
Experience working within the Travel industry
Excellent project management and organizational skills in a high pressure environment, working with high value customers
Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
Attention to detail is a must
High energy, go-getter with fresh ideas who takes the initiative to get things done
Fluent in French and English.
Bachelor’s degree preferred or similar working experience

About the Company

Navan is the all-in-one super app that makes travel and expense easy so you can focus on being there, not getting there. Say goodbye to spending hours on the phone trying to change your flight or saving stacks of receipts to manually input expenses. From EAs and finance teams to travel managers and employees, Navan empowers people to concentrate on the things that matter most to them -- all while providing companies with real-time visibility, savings, and control. Know more