📌 Core Information
🔹 Job Title: Manager, Scaled Account Management
🔹 Company: Navan
🔹 Location: New York, NY
🔹 Job Type: Full-time
🔹 Category: Software Development
🔹 Date Posted: April 25, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: Remote OK
🚀 Job Overview
Key aspects of this role include:
- Leading and developing a team of Account Management Associates managing 300-500 accounts each
- Collaborating with cross-functional teams to refine team workflows and customer processes
- Analyzing account health metrics and team performance to identify trends and opportunities
- Implementing scalable solutions to improve team efficiency and customer experience
- Fostering a culture of collaboration, continuous improvement, and thoughtful feedback
ASSUMPTION: This role requires a balance of strategic thinking, team management, and process improvement skills. The ideal candidate will have experience in account management or customer success, with a proven track record of leading teams in a fast-paced, high-growth environment.
📋 Key Responsibilities
✅ Lead, mentor, and develop a high-performing team of Account Management Associates, each managing 300-500 accounts
✅ Collaborate with cross-functional teams to continuously refine team workflows and customer processes
✅ Analyze account health metrics and team performance to identify trends, gaps, and opportunities
✅ Develop and implement scalable solutions to improve team efficiency and the customer experience
✅ Foster a culture of collaboration, continuous improvement, and thoughtful feedback
✅ Serve as an escalation point for complex customer issues, providing guidance and resolution support
ASSUMPTION: The role involves a mix of strategic planning, team management, and hands-on problem-solving. The ideal candidate will be comfortable wearing multiple hats and adaptable to changing priorities.
🎯 Required Qualifications
Education: Bachelor's degree preferred but not required
Experience: 3+ years of experience in account management, customer success, or support, with at least 1 year of people management experience
Required Skills:
- Proven success in leading teams in a fast-paced, high-growth environment
- Strategic thinker with the ability to build and iterate on scalable processes
- Strong analytical and problem-solving skills; data-driven decision-maker
- Excellent communicator with the ability to effectively manage internal and external stakeholders
- Passion for coaching and developing others
Preferred Skills:
- Experience with CRM software (e.g., Salesforce, HubSpot)
- Familiarity with SQL or other data querying languages
- Background in software development or related fields
ASSUMPTION: While the role is open to candidates from various backgrounds, a strong track record in account management or customer success is essential. Familiarity with CRM software and data querying languages would be beneficial but not required.
💰 Compensation & Benefits
Salary Range: $128,000 - $190,000 USD per year
Benefits:
- Health, dental, and vision insurance
- 401(k) plan with company match
- Flexible work arrangements
- Professional development opportunities
Working Hours: Full-time (40 hours/week) with flexible scheduling
ASSUMPTION: The salary range is based on industry standards for similar roles in the New York area. Benefits are subject to change and may vary based on employment status.
📌 Applicant Insights
🔍 Company Context
Industry: Navan operates in the software development industry, focusing on travel and expense management solutions. The company is known for its user-friendly platform that streamlines travel and expense processes for businesses and employees.
Company Size: Navan has 1,001-5,000 employees, providing a large, established environment with ample opportunities for growth and collaboration.
Founded: Navan was founded in 2015, making it a relatively young company with a strong focus on innovation and continuous improvement.
Company Description:
- Navan is an all-in-one super app that makes travel and expense management easy and efficient
- The company empowers employees to focus on their priorities while providing businesses with real-time visibility, savings, and control
- Navan offers a range of services, including travel booking, expense tracking, and reporting tools
Company Specialties:
- Travel management software
- Expense management software
- Business travel solutions
Company Website: https://www.navan.com
ASSUMPTION: Navan's focus on user experience and continuous improvement creates an environment that values innovation and adaptability. The company's size and growth potential offer numerous opportunities for professional development and career advancement.
📊 Role Analysis
Career Level: This role is suitable for experienced professionals seeking to advance their careers in account management or customer success. The position offers opportunities for growth and leadership development.
Reporting Structure: The Manager, Scaled Account Management will report directly to the Director of Account Management and oversee a team of Account Management Associates.
Work Arrangement: This role is remote-friendly, with flexible work arrangements available. The ideal candidate will be comfortable working independently and collaborating with remote team members.
Growth Opportunities:
- Advancement to senior management or director-level positions within the account management team
- Expansion into related roles, such as customer success management or business development
- Cross-functional opportunities in product, support, or data teams
ASSUMPTION: The role offers significant growth potential for the right candidate, with opportunities to develop leadership skills and advance their career within the company.
🌍 Location & Work Environment
Office Type: Navan's New York office is a collaborative, modern workspace designed to foster creativity and productivity.
Office Location(s): 1450 Broadway, 14th Floor, New York, NY 10018
Geographic Context:
- New York City offers a vibrant, multicultural environment with numerous amenities and attractions
- The city's robust public transportation system makes it easy to commute to the office
- Navan's office is located in the heart of Midtown Manhattan, providing easy access to various dining, shopping, and entertainment options
Work Schedule: The work schedule is flexible, with core hours between 10:00 AM and 4:00 PM EST. Employees are encouraged to maintain a healthy work-life balance.
ASSUMPTION: While the role is remote-friendly, working from the New York office provides opportunities for in-person collaboration and networking with team members and other departments.
💼 Interview & Application Insights
Typical Process:
- Phone or video screen with a member of the talent acquisition team
- Behavioral interview with the hiring manager
- Technical assessment or case study presentation
- Final interview with the director or another senior leader
Key Assessment Areas:
- Problem-solving skills and analytical thinking
- Leadership and team management abilities
- Communication and stakeholder management skills
- Cultural fit and alignment with Navan's values
Application Tips:
- Highlight your experience in account management, customer success, or related fields, with a focus on team leadership and process improvement
- Tailor your resume and cover letter to emphasize the skills and experiences most relevant to this role
- Prepare for behavioral interview questions by reflecting on your past accomplishments and the challenges you've overcome
ATS Keywords: Account Management, Customer Success, Team Leadership, Process Improvement, Strategic Thinking, Analytical Skills, Stakeholder Management, Coaching, Customer Experience
ASSUMPTION: Navan's interview process is designed to assess candidates' skills and cultural fit. Applicants should be prepared to discuss their experiences in detail and provide specific examples of their achievements.
🛠️ Tools & Technologies
- CRM software (e.g., Salesforce, HubSpot)
- Data analysis and visualization tools (e.g., Tableau, Power BI)
- Project management software (e.g., Asana, Trello)
- Communication and collaboration tools (e.g., Slack, Microsoft Teams)
ASSUMPTION: Familiarity with these tools is not required but may be beneficial. Candidates should be comfortable learning and adapting to new technologies as needed.
👔 Cultural Fit Considerations
Company Values:
- Customer-centric: We put our customers first and strive to understand their needs
- Innovative: We embrace change and continuously seek to improve
- Collaborative: We work together to achieve our goals and support each other's success
Work Style:
- Adaptable: We are comfortable with change and can pivot when needed
- Data-driven: We make decisions based on data and analytics
- Results-oriented: We focus on delivering outcomes and achieving our objectives
Self-Assessment Questions:
- Do you thrive in a fast-paced, dynamic environment, and are you comfortable with change?
- Are you a strong communicator who can effectively manage internal and external stakeholders?
- Do you have a proven track record of leading teams and driving results?
ASSUMPTION: Navan values candidates who are adaptable, data-driven, and results-oriented. Applicants should be prepared to discuss their alignment with the company's values and work style during the interview process.
⚠️ Potential Challenges
- Managing a large team of Account Management Associates, each with a significant portfolio of accounts
- Balancing strategic planning and execution with day-to-day team management and support
- Adapting to a fast-paced, ever-changing environment, with frequent shifts in priorities and workflows
- Navigating a large, distributed team with remote and in-office employees
ASSUMPTION: These challenges are inherent in a leadership role within a fast-growing, dynamic company. Successful candidates will be adaptable, resilient, and capable of thriving in a high-pressure environment.
📈 Similar Roles Comparison
- Unlike traditional account management roles, this position focuses on managing a team of account managers rather than individual client relationships
- Navan's customer-centric approach emphasizes understanding and addressing customer needs proactively, rather than reacting to client demands
- Career progression in this role may involve moving into senior management or related positions within the account management team or other departments
ASSUMPTION: This role offers unique opportunities and challenges compared to traditional account management positions. Candidates should be prepared to discuss their experiences and how they align with the specific requirements of this role.
📝 Sample Projects
- Developing and implementing a new onboarding process for Account Management Associates to improve team efficiency and customer satisfaction
- Analyzing account health metrics to identify trends and opportunities, and presenting findings to senior leadership to inform strategic decision-making
- Collaborating with cross-functional teams to enhance customer processes and workflows, resulting in improved customer satisfaction and retention
ASSUMPTION: These sample projects illustrate the strategic, team-focused, and data-driven nature of the role. Candidates should be prepared to discuss their experiences with similar initiatives and how they align with the requirements of this position.
❓ Key Questions to Ask During Interview
- Can you describe the team's current priorities and how this role will contribute to achieving them?
- How does Navan support the professional development and growth of its employees?
- Can you provide an example of a time when the company adapted to a significant change, and how did the account management team respond?
- How does Navan measure the success of its account management team, and what key performance indicators (KPIs) are most important?
- What is the company's approach to work-life balance, and how does it support employees in maintaining a healthy work-life balance?
ASSUMPTION: These questions are designed to help candidates better understand the role, the team, and the company culture. Applicants should be prepared to ask thoughtful, insightful questions that demonstrate their interest in and understanding of the position.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role
- Prepare for the interview process by reflecting on your past experiences and accomplishments, and practicing your responses to common interview questions
- Follow up with the hiring manager or talent acquisition team after your interview to express your interest in the position and ask any remaining questions
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
