Scaled Account Manager - German Speaker at Navan Labs UK Limited

Berlin, , Germany -

Full Time

Start Date

Immediate

Expiry Date

28 Apr, 26

Salary

0.0

Posted On

28 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Product Support, Renewal Management, Communication Skills, Problem Solving, Proactive Work, Structured Work, Customer Experience, Technical Guidance, Product Knowledge, Issue Resolution, Data-Driven Approach, German Fluency, English Fluency, SaaS Environment

Industry

Software Development

Description

The Scaled Account Manager ensures that our Travel and Expense customers receive a seamless, reliable, and success-driven experience throughout their journey with our solution. This role blends customer experience, product support, and full renewal responsibility: you assist customers with product-related questions, guide them through technical or process issues, and drive successful contract renewals across your portfolio. We’re looking for individuals who are passionate about customer success, work in a structured and proactive way, and thrive in a fast-paced environment. You bring a “let’s solve it” mindset, strong communication skills, and a desire to help customers achieve results. You can expect world-class training, enablement, and opportunities to grow. This role will report directly to the Manager, Scaled Account Management and be based in Berlin. What you’ll do: Support your customers, ensuring excellent customer experience through timely, accurate communications Own the renewal cycle for your portfolio — from preparation and customer alignment to execution — ensuring predictable, timely, and successful renewals Develop and maintain a deep understanding of our travel and expense product offering to enable programme administrators on the Navan’s product functionality Monitor and respond to email inquiries from Travel and Expense Administrators related to product integrations and platform settings, travel and expense policy configuration, payment and integration issues troubleshooting and product bugs and feature requests, etc. Drive satisfaction, adoption, retention, and reduce customer churn risk by providing quick and knowledgeable advice based on customer’s desired outcomes Handle customer escalations and work across teams to resolve issues Act as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention Run playbooks and programme ideas to drive adoption and satisfaction and track results based on defined KPIs Document processes to support the team efficiently and at scale What we’re looking for: Bachelor’s degree 1+ year of prior experience in customer success, account management, sales or related customer-facing position within a rapidly growing SaaS company Fluency in both German and English is mandatory, French is a plus Passion for customer experience and technology with the ability to deeply understand a product Superior written and verbal communication skills with the ability to clearly articulate complex concepts and technologies to diverse audiences including C-level executives Detail-oriented and ability to stay organized and prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve Data-driven approach to continuously drive additional efficiency Highly intelligent, passionate, driven, high EQ, coachable individuals who are excited to delight clients, drive revenue and accelerate their careers.

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Responsibilities

The Scaled Account Manager will ensure customers have a seamless, success-driven experience by assisting with product questions, guiding through technical issues, and owning the full contract renewal cycle for their portfolio. Key duties include monitoring inquiries, driving adoption, handling escalations, and acting as the voice of the customer internally.