Navan Group
Enterprise Customer Success Manager (Travel)
Navan Group, Palo Alto, California, United States, 94306
Enterprise Customer Success Manager (Travel)
Location: Palo Alto, CA or San Francisco, CA Department: Account Management/Customer Success 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 with each Enterprise customer; 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. 3+ years of experience in the travel industry or travel-related company experience. Excellent project management and organizational skills in a high-pressure environment, working with high-value customers. Ability to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve. High energy, go-getter with fresh ideas who takes the initiative to get things done. Bachelor’s degree preferred or similar working experience. Pay Range:
$116,000 — $175,000 USD Company Overview:
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 focus on the things that matter most to them — all while providing companies with real-time visibility, savings, and control. Workplace Policy:
Navan believes in the value of in-person connections, whether that is sitting down to have lunch with one another, taking a walking 1:1, or collaborating in a room together. We operate on a hybrid working model, which we define as three days a week in-office. Navan is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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Location: Palo Alto, CA or San Francisco, CA Department: Account Management/Customer Success 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 with each Enterprise customer; 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. 3+ years of experience in the travel industry or travel-related company experience. Excellent project management and organizational skills in a high-pressure environment, working with high-value customers. Ability to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve. High energy, go-getter with fresh ideas who takes the initiative to get things done. Bachelor’s degree preferred or similar working experience. Pay Range:
$116,000 — $175,000 USD Company Overview:
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 focus on the things that matter most to them — all while providing companies with real-time visibility, savings, and control. Workplace Policy:
Navan believes in the value of in-person connections, whether that is sitting down to have lunch with one another, taking a walking 1:1, or collaborating in a room together. We operate on a hybrid working model, which we define as three days a week in-office. Navan is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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