Navan is hiring a Customer Success Manager. You will be responsible for the successful implementation of Navan travel and expense platform with a portfolio of customers. You will play an integral part in ensuring our customers have a smooth and seamless onboarding experience by acting as the global project manager and technical point-of-contact through launch. This role will drive cross-functional partnerships with the TripAction's internal team - Sales, Support, Marketing, Product, Engineering, and Finance.

Our Customer Success team has operations throughout the world although this role will be based out of Gurugram/Bangalore supporting customers spread across APAC.

What You'll Do:

• Own implementation success from project kickoff to go-live, leveraging strong project management skills and deep product knowledge.
• Build and execute detailed project plans, own project activities, work with other team members to execute on project deliverables to ensure on time, high quality deployments.
• Identify and drive efficiency in the onboarding process by developing best practices and process improvements on an ongoing basis, and create and maintain process documentation / work instructions
• Partner with Customer Success as a customer-facing consultant to drive complex, multi-stakeholder global implementations across industries to understand the customers’ business and technical needs related to the implementation and adoption of the Navan platform
• Lead the discovery process for qualifying and creating a solution that solves customers objectives to integrate Navan features into existing workflows
• Assist customers in navigating the technical aspects of the onboarding process and identifying when to best utilize the Technical Resource Manager
• Understand and document customer pain points, advocate for them internally to influence product changes.
• Assist customers to quickly identify potential issues and escalate them appropriately to ensure the best possible experience during the onboarding period
• Handle escalations and work across teams to resolve issues
• Own, drive and manage the renewals process in collaboration with the account team
• Work with customers in moving them over to the new pricing model
• Engage with inactive customers to understand their concerns, resolve them and help them to restart using the platform

What We're Looking For:

• 4+ years in project and account management or implementations where you have had to advise clients, build strategic relationships, implement and onboard complex customers, and run multiple efficient projects at once.
• You are a hyper-effective person who can dig into the weeds, pull up to connect back to strategy, and generally “gets stuff done.”
• Understanding the unique business requirements of customers within multiple industries and translating/presenting those needs into a compelling vision and roadmap for our customers.
• Solid oral, written, presentation and interpersonal communication and relationship skills.
• Proven time management skills in a dynamic team environment.
• Ability to work as part of a team to solve problems in dynamic, energizing environments.
• Inquisitive, practical and passionate about technology and sharing knowledge.
• Likes to be the first to know something and to understand why and how things happen.
• Good at explaining ideas and finding ways to keep people’s attention.
• Willing and able to travel to visit customers and prospects