The Enterprise Account Management Associate role is a new and developing function at Navan within the wider Account Management department. Enterprise Account Management Associates work alongside Enterprise Account Managers to support our largest and most complex Travel and Expense customers, specifically Enterprise programme administrators and key operational stakeholders.
As an Enterprise Account Management Associate, you will partner with Enterprise Account Managers across strategic accounts and market segments and be responsible for delivering an exceptional customer experience at scale. Your role will focus on supporting customers with complex product configurations, integrations, troubleshooting, and issue resolution. You will work closely with global Product, Finance, Operations, IT, and Travel Experience teams to ensure we are meeting enterprise-level expectations, driving adoption, and helping customers achieve their business outcomes.
We are looking for individuals who are passionate about customer success and enterprise account management, demonstrate a strong sense of ownership, communicate clearly with senior stakeholders, and thrive in a fast-paced, high-impact environment. You can expect world-class training and enablement, exposure to enterprise customers, and a clear growth path toward a revenue-driving Enterprise Account Manager role.
This role will report directly to the Manager, Enterprise Customer Success based in London.
What you’ll do:
- Partner effectively with your assigned Enterprise Account Managers to support strategic customers, ensuring a high-quality customer experience through timely, accurate, and professional communication.
- Develop and maintain a deep understanding of Navan’s Travel and Expense platform to support Enterprise programme administrators with advanced product functionality and use cases.
- Monitor and respond to inbound requests from Enterprise Travel and Expense Administrators related to complex product integrations, platform settings, travel and expense policy configuration, payment workflows, and issue troubleshooting.
- Drive customer satisfaction, adoption, and retention while proactively identifying and reducing churn risk across enterprise accounts.
- Support escalations from Enterprise customers and collaborate cross-functionally to drive timely and effective resolution.
- Act as the ‘voice of the customer’ for Enterprise accounts, sharing insights and feedback internally to improve product capabilities and customer experience.
- Execute playbooks and programme initiatives to increase adoption and value realization across enterprise customers, tracking success against defined KPIs.
- Document and continuously improve processes to support Enterprise customers efficiently and at scale.
What we’re looking for:
- Bachelor’s degree
- 1+ year of prior experience in customer success, account management, sales or related customer-facing position within a rapidly growing SaaS company.
- Passion for customer experience and technology with the ability to deeply understand a product.
- Superior written and verbal communication skills with the ability to clearly articulate complex concepts and technologies to diverse audiences including C-level executives.
- Detail-oriented and ability to stay organized and prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve.
- Data-driven approach to continuously drive additional efficiency.
- Highly intelligent, passionate, driven, high EQ, coachable individuals who are excited to delight clients, drive revenue and accelerate their careers.
- Fluent in English (German fluency is preferable).
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