Associate Account Manager

Navan - Austin, TX

Full-time

Austin, TX

Administrative and Support Services

About the position

As an Account Management Associate, you will play a crucial role in supporting our Administrator's travel and expense needs. This position is designed for individuals who are strategic owners of our customer's experience, focusing on solving issues, communicating effectively, and collaborating with internal teams to eliminate any barriers for travelers. You will be at the forefront of our business, providing valuable feedback to our product, design, and engineering teams as they strive to enhance both customer-facing and internal platforms. This role offers a unique opportunity to directly influence our day-to-day operations, improve traveler experiences, and contribute to product development initiatives. In this position, you will effectively partner with our Commercial customers, ensuring an excellent customer experience through timely and accurate communications. You will maintain a deep understanding of our product, enabling you to discuss the most relevant features and functionalities tailored to the specific requirements of our customers. Close collaboration with your Commercial Account Managers will be essential for account prioritization, ensuring that your efforts maximize revenue opportunities within accounts. You will be responsible for running playbooks and program ideas, tracking results based on defined KPIs such as user adoption, customer retention, and upsells. Your role will also involve driving customer satisfaction, adoption, and retention while reducing churn by providing quick and knowledgeable advice based on the desired outcomes of our customers. As the ‘voice of the customer,’ you will provide internal feedback on how we can better serve our customers to maximize their value and retention. Additionally, you will refine segmentation for the Scaled book to inform engagement strategies and will be involved in renewing, processing, and negotiating contracts.

Responsibilities

• Effectively partner with our Commercial customers, ensuring excellent customer experience through timely, accurate communications.
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements.
• Partner closely with your Commercial Account Managers on their account prioritization, ensuring your efforts maximize revenue opportunities within accounts.
• Run playbooks and program ideas and track results based on defined KPIs (e.g. user adoption / customer retention / upsells).
• Drive satisfaction, adoption, retention, and reduce churn by providing quick and knowledgeable advice based on customer's desired outcomes.
• Serve as the ‘voice of the customer' and provide internal feedback on how we can better serve our customers to maximize customer value and retention.
• Refine segmentation for the Scaled book to inform engagement strategies.
• Renew, process and negotiate contracts.

Requirements

• Bachelor's degree or similar relevant working experience.
• 1-2 years of experience in Sales, Account Management, or related customer-facing position within a rapidly growing SaaS company.
• Proven track record of managing a high volume of accounts, from onboarding and throughout the customer lifecycle.
• Excellent project management and organizational skills.
• Data-driven approach to continuously drive additional efficiency.
• Ability to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve.
• Passion for deeply understanding a product in order to provide solutions for customers.
• Attention to detail and excellent communication skills are a must.
• Passion for travel and focusing on the customer experience.
• High energy, go-getter with fresh ideas who takes the initiative to get things done.