Scaled Account Manager

1+ year(s) of working experience within a success/support environment
Strategic: We are still ironing out our processes and want someone who will speak up if they see a better way to do things. We will listen. Navan is a complex product which requires you to think outside the box to solve problems
Strong communicator: You’ll have to work with many teams, and many customers (some not so happy). You’ll have to be empathetic and specific in communicating about different technical issues
Organized: Able to move quickly through and deliver on multiple tasks and priorities. You will be assigned to 300-500 accounts
Adaptable: You are flexible and patient with the needs of a scaling startup environment. Navan is a larger company but our team is small and changing quickly
Curious: You are always looking for an opportunity to learn, grow and get to the bottom of a complex customer issue
Collaborator: you enjoy working with others, providing feedback and helping your team streamline their process

Master the Navan value proposition, solutions, and products
Establish consultative, results-driven relationships with multiple customers swiftly
Respond to customer requests whether they are experiencing a bug or requesting a training
Help customers through appropriate escalation steps to other teams
Problem solve for customers by any means necessary and create new processes where necessary
Provide feedback to scaled AM and product teams and think strategically about optimizing our team
Monitor consumption and satisfaction of current accounts; ensure total adoption of Navan to drive revenue
Handle customer renewal conversations and potential upsell opportunities