POSITION: NAVAN PRO CLIENT SUCCESS MANAGER
REPORTING TO: VP NAVAN PRO PARTNERSHIP
OFFICE LOCATION: REMOTE/ HOMEWORKING US
PURPOSE OF THE ROLE:
Reed & Mackay leads the global travel and event management arena with extraordinary service and proprietary, client-led technology. Ranked first in the Sunday Times International Fast Track 2020, we are a business that is always looking forwards, while ensuring that we’re everything that our clients need today. In May 2021, we became part of Navan (formerly TripActions), and together we are setting the agenda for the future of business travel. ‘Navan Pro’ is our cross brand, servicing Navan’s C-Suite and Executive travelers from selective key customers. Utilising dual technology with the customer being able to avail themselves of the Navan client facing technology to book, backed by the highly skilled R&M VIP consultants and R&M proprietary agent desktop, iQ for offline servicing.
THE ROLE:
The Client Success Manager will build relationships with our Navan Pro customers, becoming a trusted and consultative advisor.
The Client Success Manager is expected to be an active participant as part of the project team through the implementation and account set-up process by introducing our services and conducting training for Navan Pro clients alongside the Navan allocated CSM. Whilst the Navan CSM is the client lead, the Navan Pro CSM will work in unison to provide subject matter expertise around the Navan Pro servicing.
Working with the Navan CSM to identify growth opportunities and to ensure the VIPs we are servicing are engaged with Navan Pro throughout the booking process and understand the nuances of the business model.
The Client Success Manager must be able to communicate and interact across all business levels and be the “Voice of the Customer” within the Reed & Mackay and Navan Pro business lines.
KEY RESPONSIBILITIES
- Partner with Navan Go To Market (GTM) team on new customer kick-off calls during the implementation process.
- Engage with customer EA’s and key contacts where appropriate to foster a close working relationship between them and Navan Pro.
- Engage and foster a collaborative relationship with the operational team.
- Review client performance on a regular basis to monitor account performance and proactively identify opportunities for intervention and support.
- Build and sustain multi-level client relationships in support of the Navan CSM lead, in conjunction with or at times by leading – (as appropriate to each client needs).
- Build and sustain multi-level relationships within the Navan GTM team.
- Support the VP, Navan Pro Partnership regarding Navan interactions.
- Support Navan GTM team with data and insight as required for successful customer reviews.
- Maintain Salesforce Account records with pertinent and timely information.
- Deliver reporting with intelligence where required.
- Maintain reports / overview of customer service issues based on internal (R&M/Navan) and customer feedback, including record of such information in Salesforce.
- Identify customer service issue trends, inform Operations Leadership and Navan GTM team.
- Proactively communicate to Operations Leadership and to Navan GTM team to ensure visibility.
- Partner with Operations and Navan GTM to implement appropriate mitigation and resolution actions, escalating to VP Navan Pro Partnership as required.
- Act as the primary point of addressing Navan GTM team escalations.
- Triage customer service issues alongside Operations and work through to effective resolution.
- Review and manage bespoke customer commercials, ensure fees are charged appropriately, and service is delivered in accordance with the Service Level Agreement (SLA) and Business Plan.
- Annual review of the overall customer program performance.
- Keep up to date with changes and developments across the industry and client’s business.
- Any other duties as assigned to build and maintain successful client relationships.
SKILLS & KNOWLEDGE:
- Excellent collaboration and teamwork skills, with the ability to work effectively with cross-functional teams.
- Strong communication skills, both written and verbal; Excellent presentation skills.
- Proven ability to thrive in a fast-paced, collaborative environment.
- Relevant travel industry experience (5-7 years).
- Knowledge of Salesforce desirable but experience of any CRM is critical.
To apply for the position, please forward your resume to HR.US@reedmackay.com
