Senior Manager, Enterprise Customer Success - TripActions

As the leader of the Enterprise Customer Success team for France, you will be responsible for managing a high performing team of Customer Success Managers responsible for driving revenue and ensuring our clients are maximizing the value they derive from the Navan platform. 

This will be a highly visible and cross functional role. The account management function partners closely with our Sales, Implementation, 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 a significant portion of revenue for Navan.  

You’ll be responsible for developing and coaching your team to understand customer’s needs and goals, efficiently implement and onboard new customers by supporting their change management journey, drive adoption of the Navan travel and expense products to generate revenue, identify expansion opportunities and ultimately ensure satisfaction and retention by maximizing the value that our customers derive from Navan through proactive relationship management.

This role will report into the Senior Director, Enterprise and Mid-Market Account Management for EMEA.

Your overall success will be measured on the attainment of revenue targets for your team.

What You'll Do:

• Hire, lead and develop a team of Enterprise Customer Success Managers in Paris
• Oversee all post-sales activity for Enterprise customers across the entire customer lifecycle including implementation and onboarding in partnership with the Implementation team, driving adoption and revenue, identifying opportunities for expansion and managing renewals
• Create strong channels of communication and collaboration with cross-functional departments, particularly with Sales, Product, Finance, Support and Operations teams
• Develop and maintain a deep understanding of our travel and expense product offering to educate your team and customers on the most relevant features for their specific requirements
• Partner with the Implementation and Sales team to validate the success criteria for new deals and ensure a seamless transition from pre-sales to customer success and fast track the customer onboarding experience
• Ensure efficient distribution of accounts between team members and guide Customer Success Managers on effective prioritization of workload, prioritising revenue generating activities 
• Partner with the Implementation team to oversee the implementation and onboarding of new customers, forecast launch revenue and beat time to launch targets
• Analyze and monitor health and performance of launched accounts and drive behavior towards achievement of adoption, revenue, satisfaction & retention targets
• Act as a player-coach, showcasing first hand how to conduct key customer engagement meetings (e.g. Kick-off calls, adoption review meetings, EBRs) and lead value based conversations to remain aligned to customer business goals and identify expansion opportunities
• Develop and own the renewal strategy for your team and forecast revenue growth rate
• Act as the first line of escalation and assist Customer Success Managers in handling customer objections and escalations
• Ensure issues are escalated appropriately through the correct internal channels, orchestrating resources across the company as appropriate to resolve enquiries
• Voice and advocate for the needs of customers with Product to influence the product roadmap 
• Identify, design and implement process improvements to continually improve customer experience, operational efficiency and meet or exceed revenue goals
• Foster an environment of collaboration and ongoing learning within the team
• Implement personal development plans for all team members and champion their career development
• Travel is required 50% of time for onsite launches, training and executive business reviews

What We’re Looking For:

• Bachelor’s degree, Masters Preferred
• 5+ years of management experience in Customer Success, Account Management, or related customer-facing position within a high growth technology company
• Experience within the travel industry
• Experience with MEDDPICC/Command of the Message sales methodologies
• Prior experience being accountable for revenue targets and team performance 
• Strong project management, analytics and problem solving skills
• Great communicator and excellent written skills
• Attention to detail is a must
• Ability to prioritize tasks and initiatives in a fast-paced environment
• People management and development; demonstrated leadership through accountability, continuous training and coaching
• 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