Job Description

ABOUT THE ROLE

As an Account Management Associate, you will be responsible for directly supporting our Administrator’s travel and expense needs. As strategic owners of our customer’s experience, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveler. As the front line of our business, you will have a unique opportunity to provide regular feedback to our product, design and engineering teams as they work towards continually improving our customer facing and internal platforms. This is an exciting role where you will have a direct impact on our day to day operations, traveler experience and product development.

RESPONSIBILITIES

• Effectively partner with our Commercial customers, ensuring excellent customer experience through timely, accurate communications.
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
• Partner closely with your Commercial Account Managers on their account prioritization, ensuring your efforts maximize revenue opportunities within accounts
• Run playbooks and program ideas and track results based on defined KPIs (e.g. user adoption / customer retention / upsells)
• Drive satisfaction, adoption, retention, and reduce churn by providing quick and knowledgeable advice based on customer’s desired outcomes
• Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve our customers to maximize customer value and retention
• Refine segmentation for the Scaled book to inform engagement strategies
• Renew, process and negotiate contracts

Eligibility Requirements:

• Bachelor’s degree or similar relevant working experience
• 1-2 years of experience in Sales, Account Management, or related customer-facing position within a rapidly growing SaaS company
• Proven track record of managing a high volume of accounts, from onboarding and throughout the customer lifecycle
• Excellent project management and organizational skills
• Data-driven approach to continuously drive additional efficiency
• Ability to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
• Passion for deeply understanding a product in order to provide solutions for customers
• Attention to detail and excellent communication skills are a must
• Passion for travel and focusing on the customer experience
• High energy, go-getter with fresh ideas who takes the initiative to get things done