Enterprise Account Management Director

1 week ago

Austin, Texas, United States TripActions Full time
Job Summary

As the Manager, Enterprise Customer Success, you will be responsible for driving a team to launch new customers, achieve adoption targets, and maximize customer delight, growth, and retention. Key skills include customer health analysis on a micro and macro level to pinpoint specific customers who need extra focus and attention. Understanding both quantitative and qualitative factors is essential. Our focus is not only on our admins and Executive sponsors; end user experience is at the core of our values so driving your team to maximize satisfaction and follow up with NPS respondents is a key part of your day to day.

This will be a highly visible and highly cross-functional role. The AM function will partner closely with our Sales, Product, Finance, Support, and Operations teams, all the way up to our C-Suite - to ensure we are delighting our clients, exceeding goals, and driving the large majority of revenue for Navan. Navan is a hybrid working model with an expectation of 3x a week based out of our Palo Alto, San Francisco, Austin, or New York City offices.

Key Responsibilities

Lead, scale, and manage a team of Enterprise Account Managers
Meet or exceed revenue goals
Design and launch critical programs to improve customer experience and operational efficiency
Provide business analytic strength to help drive initiatives critical to ongoing growth
Foster an environment of collaboration and ongoing learning within the team and across customer lifecycle
Partner with the sales team to optimize a seamless customer launch program
Executive analysis of customer health to drive satisfaction, adoption, retention, and reduce churn
Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
Liaison with Product and Engineering on identification/tracking of customer requirements in-region
Improve upon our existing approaches to customer engagement and account management
Travel is required 25 - 50% of time for onsite implementation, training, and annual reviews

Requirements

5+ years of management experience in Enterprise Account Management or Sales positions within a rapidly growing SaaS company or high growth technology company
Prior experience leading and/or building an Account management (or equivalent) function
Proven track record of conducting quantitative analysis to derive insights and implement growth strategies
People management and development; demonstrated leadership through accountability, continuous training, and coaching
Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
Attention to detail is a must
Passion for travel and focusing on the customer experience
Experience working with C-level client executives is a must
High energy, go-getter with fresh ideas who takes the initiative to get things done

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