助理客户经理
Associate Account Manager
助理客户经理是Navan公司客户管理部内一个新设立并不断发展的职位。助理客户经理与客户经理一起，为我们的差旅和费用客户提供支持，特别是针对项目管理员。
作为助理客户经理，你将与不同市场细分领域的客户经理团队合作，并负责提供卓越的客户体验。你的职责是协助客户解决产品相关的配置问题、故障排除和问题解决。你将与我们全球的产品、财务、运营和差旅体验团队紧密合作，确保我们让客户满意并帮助他们实现目标。
我们寻找对客户成功和客户管理充满热情的人，具备“积极进取”的态度，能够有效沟通并在快节奏的环境中茁壮成长。你可以期待世界级的培训和支持，并快速晋升到一个推动收入的客户经理职位。
该职位位于柏林，直接向助理客户经理经理汇报。
你将负责：
- 与你负责的客户经理团队有效合作，支持他们的客户，通过及时、准确的沟通确保出色的客户体验。
- 深入了解我们的差旅和费用产品，帮助Navan产品的项目管理员掌握产品功能。
- 监控并回应来自差旅和费用管理员的电子邮件咨询，包括产品集成和平台设置、差旅和费用政策配置、支付和集成问题排查以及产品错误和功能请求等。
- 通过基于客户期望成果的快速且专业的建议，提高客户满意度、使用率、留存率，并降低客户流失风险。
- 处理客户升级的问题，并跨团队协作解决问题。
- 作为“客户的声音”，向内部反馈如何更好地服务客户，以最大化客户价值和留存率。
- 推动流程和项目想法以提高使用率和满意度，并根据定义的KPI跟踪结果。
- 记录流程以高效且大规模地支持团队。
我们寻找：
- 本科学位或类似的工作经验。
- 1年以上客户成功或客户管理相关工作经验。
查看英文原文
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 Berlin 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 communications.
- Develop and maintain a deep understanding of our travel and expense product offering to enable programme administrators on the Navan’s product functionality.
- Monitor 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 outcomes.
- 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.
- Run playbooks and program ideas to drive adoption and satisfaction and track results based on defined KPIs.
- Document processes to support the team efficiently and at scale.
What We’re Looking For:
- Bachelor’s degree or similar working experience.
- 1+ year of prior experience in customer success, account management, sales or related customer-facing position within a rapidly growing SaaS company.
- Passion for customer experience and technology with the ability to deeply understand a product.
- Superior written and verbal communication skills with the ability to clearly articulate complex concepts and technologies to diverse audiences including C-level executives.
- Detail-oriented and ability to stay organized and prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve.
- Data-driven approach to continuously drive additional efficiency.
- Highly intelligent, passionate, driven, high EQ, coachable individuals who are excited to delight clients, drive revenue and accelerate their careers.
The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. To determine a successful candidate’s starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate’s skills and experience, market demands, and internal parity.
For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Target incentive compensation for some roles may include a ramping draw period. Compensation is higher for those who exceed targets. Candidates may receive more information from the recruiter.
Pay Range
$67,500—$90,000 USD
Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.
Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.
- Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here. Your decision to do so will not affect how your candidacy is evaluated.
Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.