Strategic Enterprise Client Success Manager

2 weeks ago


Palo Alto, California, United States Navan Group Full time

Location:
Remote

Department:
Account Management/Customer Success


As a Strategic Enterprise Client Success Manager, you will serve as a key advisor to our most important clients, ensuring they achieve success with our platform and derive maximum value from our solutions throughout their engagement.

Your responsibilities will include comprehending client needs, facilitating the onboarding of new clients, delivering product training, promoting usage and retention, and ensuring ongoing satisfaction.

You will collaborate with executive teams and program counterparts to drive a successful client engagement strategy.

This role 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, product expertise, strategic planning, and execution
Manage intricate integration processes and relationships with each Enterprise client; cultivate essential relationships and collaborate 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
Work closely with your Account Executive counterpart to create a unified success plan for your clients
Regularly evaluate client satisfaction through health checks to drive engagement, retention, and minimize churn
Act as the 'voice of the client' and provide internal insights on enhancing our services to maximize client value and retention
Maintain an in-depth understanding of our product offerings and discuss the most pertinent features/functions with clients based on their specific needs
Enhance client retention by conducting regular check-in calls and Quarterly & Strategic Business Reviews
Collaborate with Product and Engineering teams to identify and track enhancement requests
Address escalations and coordinate across teams to resolve issues
Refine our existing customer engagement and account management strategies using our Customer Success platform

Qualifications:
5+ years of experience in Enterprise Customer Success Management
Exceptional project management and organizational skills in a dynamic environment, working with high-value clients
Ability to prioritize tasks and initiatives in a fast-paced setting, along with strong problem-solving skills
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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