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Strategic Enterprise Client Success Manager
2 months ago
As a Senior Customer Success Manager for Enterprises at Navan, you will act as a key advisor to our most significant clients, ensuring they achieve success with our platform and derive maximum value from our offerings throughout their engagement.
Your role will involve comprehensively understanding client needs, facilitating the onboarding of new clients, delivering product training, promoting product adoption, and maintaining high levels of client satisfaction.
You will collaborate with executive teams and program stakeholders to ensure the successful execution of our initiatives.
Key Responsibilities:
- Oversee all post-sales interactions for Enterprise clients through effective relationship management, product expertise, strategic planning, and execution.
- Manage intricate integration processes and foster relationships with each Enterprise client, engaging with their internal teams (Finance, HR, etc.) to ensure alignment.
- Establish a trusted advisor relationship with client executives to align business strategies and define success metrics.
- Partner closely with your Account Executive to create a unified success strategy for your clients.
- Regularly evaluate client health to enhance satisfaction, drive adoption, improve retention, and minimize churn.
- Act as the 'voice of the customer' by providing internal insights on how we can enhance our services to maximize client value and retention.
- Maintain an in-depth understanding of our product and engage with clients about the most pertinent features and functionalities tailored to their needs.
- Boost client retention through regular check-ins and strategic business reviews.
- Collaborate with Product and Engineering teams to identify and track enhancement requests.
- Address escalations and coordinate across teams to resolve issues effectively.
- 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 abilities in a dynamic environment, working with high-value clients.
- Ability to prioritize tasks and initiatives in a fast-paced setting while effectively problem-solving.
- Meticulous attention to detail is essential.
- High-energy, proactive individual with innovative ideas who takes initiative to achieve results.
- Bachelor's degree preferred or equivalent professional experience.
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