As a leader on our AM team, you will be responsible for building and managing a high performing team of account managers responsible for driving revenue and ensuring our clients are maximizing the value they derive from the Navan platform. 

This will be a highly visible and cross functional role. The account management function partners closely with our Sales, Product, Finance, Support and Operations teams, all the way up to our C-Suite to ensure we are delighting our clients, exceeding goals, and driving a significant portion of revenue for Navan.  

You’ll be responsible for developing and coaching your team to understand customer’s needs and goals, efficiently implement and onboard new customers, drive adoption of the Navan travel and expense products, identify expansion opportunities and ultimately ensure retention by maximizing the value that our customers derive from Navan through proactive relationship management.

Your overall success will be measured on customer launches, post-launch adoption, revenue growth and customer retention.

What You'll Do:

• Lead a team of scaled-SMB and Commercial I Account Managers based out of Austin and NYC
• Create strong channels of communication and collaboration with other departments, particularly with Sales, Product, Finance, Support and Operations teams
• Develop and maintain a deep understanding of our travel and expense product offering to educate your team and customers on the most relevant features for their specific requirements
• Analyze and monitor health and performance of accounts and drive behavior towards achievement of adoption, revenue, and retention targets
• Act as a player-coach, showcasing first hand how to conduct key customer engagement meetings (e.g. Kick-off calls, adoption review meetings, EBRs) and lead value based conservations to remain aligned to customer business goals and identify expansion opportunities
• Develop and own the renewal strategy for your segment and forecast retention rate
• Act as the first line of escalation and assist account managers in handling customer objections and escalations
• Ensure issues are escalated appropriately through the right channels, orchestrating resources across the company as appropriate to resolve enquiries
• Identify, design and implement process improvements to continually improve customer experience, operational efficiency, and meet or exceed revenue goals
• Implement personal development plans for all team members and champion their career development

Who We’re Looking For:

• Bachelor’s degree, Masters Preferred
• 3+ years of management experience in Customer Success, Account Management, or related customer-facing position within a high growth technology company
• Prior experience being accountable for revenue targets and team performance 
• Strong project management, analytics and problem solving skills
• Ability to prioritize tasks and initiatives in a fast-paced environment
• Knowledge/experience within travel or fintech us a plus but not a essential
• High energy, go-getter with fresh ideas who takes the initiative to get things done