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Head of Market Expansion

2 months ago

London, Greater London, United Kingdom Navan Full time
Job Description

As the leader of the Mid-Market Account Management team for Northern Europe, you will be responsible for building and managing a high-performing team of account managers responsible for driving revenue and ensuring our clients are maximizing the value they derive from the Navan platform.

Key Responsibilities:

  • Team Leadership: Hire, lead, and develop a team of Mid-Market Account Managers based in London.
  • Customer Success: Oversee all post-sales activity for Mid-Market customers across the entire customer lifecycle, including implementation and onboarding, driving adoption and satisfaction, identifying opportunities for expansion, and managing renewals.
  • Communication and Collaboration: Create strong channels of communication and collaboration with other departments, particularly with Sales, Product, Finance, Support, and Operations teams.
  • Product Knowledge: 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.
  • Partnerships: Partner with the sales team to validate the success criteria for new deals and ensure a seamless transition from pre-sales to account management and fast-track the customer onboarding experience.
  • Account Management: Ensure efficient distribution of accounts between team members and guide account managers on effective prioritization of workload.
  • Launch and Onboarding: Oversee the implementation and onboarding of new customers, forecast launch revenue, and beat time-to-launch targets.
  • Account Health and Performance: Analyze and monitor the health and performance of launched accounts and drive behavior towards achievement of adoption, revenue, and retention targets.
  • Customer Engagement: Act as a player-coach, showcasing firsthand 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.
  • Renewal Strategy: Develop and own the renewal strategy for your segment and forecast retention rate.
  • Escalation and Issue Resolution: Act as the first line of escalation and assist account managers in handling customer objections and escalations, ensuring issues are escalated appropriately through the right channels.
  • Product Advocacy: Voice and advocate for the needs of customers with Product to influence the product roadmap.
  • Process Improvement: Identify, design, and implement process improvements to continually improve customer experience, operational efficiency, and meet or exceed revenue goals.
  • Team Development: 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 Requirements: Travel is required 50% of the time for onsite launches, training, and executive business reviews.

Requirements:

  • Bachelor's degree, Master's preferred.
  • 3+ years of management experience in Customer Success, Account Management, or related customer-facing positions within a high-growth technology company.
  • 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.
  • Knowledge/experience within travel or fintech is a plus but not essential.
  • High energy, go-getter with fresh ideas who takes the initiative to get things done.