Customer Experience Advocate

1 week ago


Stanford, California, United States Navan Full time
About Navan

Navan is a rapidly growing SaaS company that empowers its customers to excel in their respective fields. As we continue to innovate and expand our product offerings, we are seeking a talented Customer Experience Advocate to join our team.

Job DescriptionKey Responsibilities:
  • Partner with Commercial Customers: Foster exceptional relationships with our commercial clients, ensuring timely and accurate communication that meets their needs.
  • Product Expertise: Develop a deep understanding of our product and effectively communicate its features and functionalities to customers, matching them with the most suitable solutions for their requirements.
  • Account Prioritization: Collaborate closely with Commercial Account Managers to prioritize account efforts, maximizing revenue opportunities within existing accounts.
  • Program Development: Design and implement playbooks and program ideas, tracking results based on defined key performance indicators (KPIs) such as user adoption, customer retention, and upsells.
  • Customer Satisfaction: Drive satisfaction, adoption, retention, and reduce churn by providing swift and knowledgeable advice tailored to customers' desired outcomes.
  • Internal Feedback: Serve as the voice of the customer, providing valuable insights to improve our services and maximize customer value and retention.
  • Segmentation Refining: Refine segmentation for the scaled book to inform engagement strategies.
  • Contract Management: Renew, process, and negotiate contracts efficiently.
Eligibility RequirementsEssential Qualifications:
  • Bachelor's degree or equivalent relevant work experience.
  • 1-2 years of experience in sales, account management, or related customer-facing roles within a rapidly growing SaaS company.
  • Proven track record of managing high volumes of accounts throughout the customer lifecycle.
  • Excellent project management and organizational skills.
  • Data-driven approach to drive efficiency.
  • Ability to prioritize tasks and initiatives in fast-paced environments and problem-solve.
  • Passion for deeply understanding products to provide solutions for customers.
  • Attention to detail and excellent communication skills.
  • Passion for travel and focusing on customer experiences.
  • High energy, go-getter with fresh ideas who takes initiative to get things done.
Compensation and Benefits

The estimated salary for this position ranges from $72,000 to $90,000 USD per year, depending on factors such as primary work location, an evaluation of the candidate's skills and experience, market demands, and internal parity. This compensation includes both base salary and target incentive compensation. Candidates may receive more information from the recruiter regarding specific details of the compensation package.



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