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Customer Success Manager



Gurugram, Haryana, India
Posted on Saturday, August 26, 2023

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