As the leader of the Account Management Associate (AMA) team in EMEA, you will be responsible for building and managing a high-performing team that supports our Travel & Expense Account Managers and programme administrators across our fastest-growing segments.
This will be a highly visible and cross-functional role. The AMA function partners closely with our Account Management, Sales, Product, Finance, Support, Operations, and Travel Experience teams to ensure we are delighting our customers, scaling our operations efficiently, and developing a strong internal pipeline of future Account Managers for Navan.
You’ll be responsible for developing and coaching your team to deliver an outstanding experience for programme administrators: resolving product configuration queries, troubleshooting issues, driving adoption of Navan’s travel and expense products, and reducing churn risk. At the same time, you will design and run the AMA function as a feeder pool into Account Management, with clear development paths, training, and promotion criteria into revenue-carrying AM roles.
A key part of this role is driving efficiency, scalability and automation within the AMA organisation through better processes and tooling (e.g. optimizing Front usage, templates, workflows and reporting).
This role will report into the Director of Account Management.
Your overall success will be measured on customer experience and operational KPIs (response & resolution times, CSAT, quality), efficiency and scalability improvements, and the strength and output of the AMA-to-AM talent pipeline (readiness and promotion rate).
What You’ll Do:
- Hire, lead and manage a high-performing team of Account Management Associates based in [London / Berlin / Paris]
- Define, implement and own the AMA career progression framework into Account Manager roles, including competencies, milestones, and promotion criteria
- Develop and maintain a deep understanding of Navan’s travel and expense product offering to educate your team and ensure they can effectively support programme administrators
- Oversee day-to-day AMA operations, including monitoring queues, ensuring timely and high-quality responses to admin inquiries, and meeting or exceeding service KPIs
- Act as a player-coach, showcasing first hand how to handle complex queries and escalations, and how to run proactive outreach and adoption-driving initiatives
- Partner closely with Account Managers and Account Management leaders to align AMA support with account lifecycle stages, segment needs, and coverage models
- Optimize usage of tools such as Front, CRM and internal systems: design and improve routing, SLAs, templates/macros, tagging and reporting to drive consistency and productivity
- Identify, design and implement automation, self-service and process improvements (e.g. better documentation, knowledge base, standard responses) to increase scalability and reduce manual, repeat work
- Analyze and monitor key metrics (volume, response times, CSAT, repeat contacts, efficiency per AMA) and drive behaviour towards achievement of customer, operational and quality targets
- Act as the first line of escalation for AMAs; assist them in handling customer objections and escalations, ensuring issues are routed through the right channels and resolved quickly
- Voice and advocate for the needs of programme administrators and Account Managers with Product and Operations to influence the product roadmap and internal processes
- Implement personal development plans for all team members, with structured training, shadowing, and stretch opportunities to prepare high-potential AMAs for promotion into Account Manager roles
- Foster an environment of collaboration, continuous learning and high performance within the team
- Contribute to headcount and succession planning by forecasting AMA capacity needs and expected AMA-to-AM promotions over time
- Travel may be required occasionally
What We’re Looking For:
- Bachelor’s degree; Master’s preferred but not required
- 2+ years of management or team lead experience in Customer Success, Account Management, Support, or a related customer-facing function within a high-growth technology/SaaS company
- Experience building or managing an associate / junior / “feeder” team and a strong track record of developing and promoting talent into next-level roles
- Strong project management, analytical and problem-solving skills; able to use data to identify trends, prioritize initiatives, and measure impact
- Great communicator with excellent written skills and the ability to clearly articulate complex concepts to both internal stakeholders and customers
- Attention to detail and strong organizational skills; able to prioritize tasks and initiatives in a fast-paced environment
- Demonstrated people leadership through accountability, continuous training, coaching and feedback
- High energy, go-getter with fresh ideas who takes the initiative to get things done and is passionate about customer experience and technology
- Experience within travel or fintech is a plus but not essential
- Fluent in English; additional European languages (e.g. French or German) are a plus
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