Associate Account Manager

• 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
• 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

Benefits

• Parental leave
• Commuter benefits
• Healthcare
• Flexible Vacation
• Health and Wellness
• Fuel for Connection
• Pet Friendly
• IATAN (travel-related discounts)
• 401k (retirement plan)
• Connectivity Allowance
• Learning & Development

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