Navan

Senior Manager, Client Experience

Navan

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Job Level

Senior

About the role

  • Build positive relationships and alignment across cross-functional teams and Customer Experience to ensure the Customer Experience is always top of mind
  • Manage the expectations of Sales, CSM’s, sales-prospects and clients as it relates to our scope of services
  • Serve as the liaison between Support and Customer Success, by regularly attending Sales and Customer Success meetings as the source of truth for the Support organization
  • Create Operational improvements within Customer Experience to address Customer complaints and feedback regarding Support
  • Serve as the Customer Experience customer expert, through an understanding of high value customer needs and expectations
  • Standardize support data reporting used for client presentations, and regularly review data to ensure we are meeting customer expectations
  • Provide regular updates to the Sales and Customer Success organizations so they can speak more transparently and effectively with their Customers about the support we provide
  • Work with Customer Experience Leadership to regularly review, update and share global metrics for success and supervise performance of those metrics
  • Recommend process optimization that help to ensure we meet contractually established service level agreements for our customers
  • Leverage data to speak confidently about Support concerns, as raised by Sales and Customer Success.

Requirements

  • 10+ years experience in the Travel Industry, Corporate Travel ideal
  • Strong background working with high value customers and liaising between multiple geographic internal organizations
  • Strong interpersonal, communication and relationship building skills
  • Proven ability to collaborate with and manage cross-functional discussions for optimal service delivery to the customer
  • The ability to work with integrity, critical and independent thinking skills , and sound judgment
  • Strong analytical skills with the ability to work with data and develop key insights.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
interpersonal skillscommunication skillsrelationship building skillscollaborationcritical thinkingindependent thinkingsound judgmentanalytical skills