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Senior Enterprise Client Success Manager

2 months ago

Austin, Texas, United States Navan Full time


As a Senior Enterprise Client Success Manager at Navan, you will serve as a vital partner to our key strategic clients, guiding them to achieve success with our platform and ensuring they derive optimal value from our solutions throughout their engagement.

Your role will involve comprehensively understanding client needs, facilitating the onboarding of new clients, delivering product training, fostering product adoption, and maintaining high levels of client satisfaction.

You will collaborate with C-Suite executives and program counterparts to ensure the success of our initiatives. This position requires interaction with various stakeholders across the organization, including Sales, Support, Marketing, Product, Engineering, and Finance.



Key Responsibilities:
  • Oversee all post-sales activities for Enterprise clients through effective relationship management, in-depth product knowledge, strategic planning, and execution.
  • Manage intricate integration processes and relationships with each Enterprise client, cultivating essential connections and executing within client subteams (Finance, HR, etc.).
  • Establish a trusted advisor relationship with clients (C-suite) to ensure alignment of business strategies and identification of success metrics.
  • Collaborate closely with your Account Executive counterpart to create a unified success plan for your clients.
  • Regularly assess client health to enhance satisfaction, adoption, retention, and minimize churn.
  • Act as the 'voice of the client' and provide internal insights on how we can enhance our services to maximize client value and retention.
  • Maintain a thorough understanding of our product offerings and engage with clients regarding the most pertinent features and functionalities tailored to their specific needs.
  • Boost client retention and ensure alignment through regular check-in calls and strategic business reviews.
  • Work in tandem with Product and Engineering teams to identify and track enhancement requests.
  • Address escalations and collaborate across teams to resolve any issues.
  • Continuously improve our customer engagement and account management strategies utilizing our Customer Success platform.


Qualifications:
  • 5+ years of experience in Enterprise Customer Success Management.
  • Exceptional project management and organizational skills in a fast-paced environment, particularly with high-value clients.
  • Ability to prioritize tasks and initiatives effectively while problem-solving in a dynamic setting.
  • Meticulous attention to detail is essential.
  • High-energy, proactive individual with innovative ideas who takes initiative to drive results.
  • Bachelor's degree preferred or equivalent professional experience.


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