As the Sr Manager of Growth Account Management for EMEA, you will lead and manage a high-performing team that includes Account Managers (AMs), Associate Account Managers (AMAs), and the Excellence Desk across Berlin, London, Barcelona and Paris. Your team is at the forefront of driving revenue growth through customer launches, upsells, and renewals, ensuring our clients maximize the value from the Navan platform.
You will oversee the Excellence Desk, a dedicated service team that supports customer administrators without an assigned Account Manager, handling their day-to-day inquiries and providing exceptional service. In addition, you will lead the AMAs, who support our upper-market customers with incoming customer management tasks and are being groomed to become future Account Managers. You will also manage a group of Account Managers focused on revenue-driving tasks such as launches and upsells.
This is a highly visible, cross-functional role that partners closely with Sales, Product, Finance, Support, and Operations teams, extending up to our C-Suite. Your leadership will be pivotal in delighting our clients, exceeding performance goals, and driving significant revenue for Navan.
You will develop and coach your team to understand customer needs and goals, efficiently implement and onboard new customers, drive adoption of Navan's travel and expense products, identify expansion opportunities, and ensure customer retention through proactive relationship management.
Your overall success will be measured by your ability to build and lead an efficient, highly productive team that effectively manages a large portfolio of clients with limited resources. This entails maximizing revenue per Account Manager, maintaining high customer adoption rates despite a lean team, implementing operational efficiencies to reduce costs and improve service delivery, driving scalable process improvements, achieving high Customer Satisfaction (CSAT) scores, meeting or exceeding Service Level Agreement (SLA) targets for the Excellence Desk, and effectively leveraging automation and tools to handle customer inquiries efficiently.
What You'll Do:
- Lead and Develop Teams
- Manage AMs focused on launches and upsells, AMAs, and Excellence Desk staff.
- Implement development plans to foster team growth and prepare AMAs for future AM roles.
- Drive Revenue Growth
- Own and execute the revenue strategy for customer launches, upsells, and renewals.
- Meet or exceed revenue targets by enhancing adoption and retention.
- Oversee the Excellence Desk
- Set up and scale the Excellence Desk to support customers without assigned AMs.
- Collaborate with Product and Enablement teams to improve services and reduce inquiries.
- Enhance Customer Experience
- Deepen understanding of Navan's products to guide the team and tailor solutions for clients.
- Streamline customer implementation and onboarding processes.
- Collaborate Cross-Functionally
- Establish strong communication with Sales, Product, Finance, Support, and Operations.
- Align on goals, share insights, and drive company-wide initiatives.
- Improve Processes and Handle Escalations
- Act as the escalation point for your team, resolving complex customer issues.
- Identify and implement process improvements to boost efficiency and customer satisfaction.
Who We’re Looking For:
- Education
- Bachelor's degree required; Master's preferred.
- Experience
- 7+ years in management roles within Customer Success or Account Management in high-growth tech companies.
- Proven track record of achieving revenue targets and leading successful teams.
- Experience managing service teams and scaling support functions.
- Skills
- Strong leadership and team development abilities.
- Excellent project management, analytical, and problem-solving skills.
- Effective communicator with cross-functional collaboration experience.
- Proactive, energetic, and driven to achieve results.
- Knowledge
- Familiarity with CRM tools and customer support systems.
- Experience in travel or fintech industries is a plus but not required.
