About this role.
This Associate Account Manager supports Travel and Expense customers and works closely with Account Managers to improve customer experience, adoption, retention, and satisfaction. The role handles product configuration questions, integrations, payment and policy troubleshooting, escalations, and customer feedback. It requires at least one year of customer-facing SaaS experience, strong written and verbal communication, product curiosity, and organized problem-solving. The position is designed as a development path toward a revenue-driving Account Manager role and involves cross-functional collaboration with Product, Finance, Operations, and Travel Experience teams.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Sample interview questions
I would first confirm the business impact, affected users, desired outcome, and any relevant configuration details. I would communicate an expected update cadence, investigate available documentation and system settings, and engage the appropriate technical or product teams when needed. After resolution, I would validate the outcome with the administrator and document the root cause and preventative guidance.
I prioritize based on customer impact, urgency, contractual or operational risk, and whether an issue affects multiple users or accounts. I quickly acknowledge each request, categorize it by severity and type, and provide transparent timelines. I also look for recurring issues that can be addressed through documentation, playbooks, or product feedback.
I would review usage data and understand the customer's goals, workflow, and barriers to adoption. Then I would tailor guidance to the feature's practical value, offer a focused enablement session or materials, and agree on measurable next steps. I would monitor adoption afterward and adjust the approach based on feedback and results.
For the customer, I would use clear, nontechnical language to explain the impact, what is being investigated, and the next update or action required. For the technical team, I would provide concise reproducible details such as account context, timestamps, error messages, integration settings, and business impact. This ensures both audiences have the information they need without unnecessary ambiguity.
It means identifying patterns in customer questions, pain points, feature requests, and outcomes, then translating them into actionable feedback for internal teams. I would distinguish individual requests from recurring trends using qualitative feedback and data. I would also close the loop with customers when improvements, workarounds, or relevant product updates become available.
The Associate Account Manager role is a new and developing function at Navan within the wider Account Management department. Associate Account Managers work alongside Account Managers to provide support to our Travel and Expense customers, specifically to program administrators.
As an Associate Account Manager, you will be working with a team of account managers across different market segments and be responsible for delivering an outstanding customer experience. Your role will be to assist customers with product related configuration queries, troubleshooting and resolving issues. You will partner closely with our global Product, Finance, Operations and Travel Experience teams to ensure we are delighting our customers and helping them achieve their goals.
We are looking for individuals who have a passion for customer success and account management, embody a “go- getter” attitude, can communicate effectively and thrive in a fast-paced environment. You can expect world-class training and enablement and a fast track towards a revenue driving Account Manager role.
This role will be based in Berlin and report directly to the Manager, Associate Account Management.
What You’ll Do:
- Effectively partner with your assigned team of Account Managers to support their customers, ensuring excellent customer experience through timely, accurate communications.
- 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 program 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 or similar working experience.
- 1+ year of prior experience in customer success, account management, sales or related customer-facing position within a rapidly growing SaaS company.
- 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.
The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. To determine a successful candidate’s starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate’s skills and experience, market demands, and internal parity.
For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Target incentive compensation for some roles may include a ramping draw period. Compensation is higher for those who exceed targets. Candidates may receive more information from the recruiter.
Pay Range
$67,500—$90,000 USD
Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.
Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.
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