Associate Account Manager

Responsibilities

• 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.

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