As a Launch Manager on the Customer Success team, you will be responsible for the successful implementation of Navan travel and expense platform with a portfolio of Enterprise customers. You will play an integral part in ensuring our customers have a smooth and seamless onboarding experience by acting as the global project manager and technical point-of-contact through launch. This role will drive cross-functional partnerships with the Navan internal team - Sales, Support, Marketing, Product, Engineering, and Finance.
What You’ll Do:
- Own implementation success from project kickoff to go-live, leveraging strong project management skills and deep product knowledge.
- Build and execute detailed project plans, own project activities, work with other team members to execute on project deliverables to ensure on time, high quality deployments.
- Identify and drive efficiency in the onboarding process by developing best practices and process improvements on an ongoing basis, and create and maintain process documentation / work instructions
- Partner with Customer Success as a customer-facing consultant to drive complex, multi-stakeholder global implementations across industries to understand the customers’ business and technical needs related to the implementation and adoption of the Navan platform
- Lead the discovery process for qualifying and creating a solution that solves customers objectives to integrate Navan’s features into existing workflows
- Assist customers in navigating the technical aspects of the onboarding process and identifying when to best utilize the Technical Resource Manager
- Understand and document customer pain points, advocate for them internally to influence product changes.
- Assist customers to quickly identify potential issues and escalate them appropriately to ensure the best possible experience during the onboarding period
- Lead training sessions for multiple external stakeholders including executives and end users.
What We’re Looking For:
- 5+ years in project and account management or implementations where you have had to advise clients, build strategic relationships, implement and onboard complex customers, and run multiple efficient projects at once.
- You are a hyper-effective person who can dig into the weeds, pull up to connect back to strategy, and generally “gets stuff done.”
- Understanding the unique business requirements of customers within multiple industries and translating/presenting those needs into a compelling vision and roadmap for our customers.
- Solid oral, written, presentation and interpersonal communication and relationship skills.
- Proven time management skills in a dynamic team environment.
- Ability to work as part of a team to solve problems in dynamic, energizing environments.
- Inquisitive, practical and passionate about technology and sharing knowledge.
- Likes to be the first to know something and to understand why and how things happen.
- Adept at risk identification and assessment while being able to think critically and creatively to find solutions for customers and internal stakeholders.
- Good at explaining ideas and finding ways to keep people’s attention.
- Willing and able to travel to visit customers and prospects
- Must speak fluent French
