Reporting to: VP, Navan Pro Partnership
Office Location: Homeworker, UK
Reed & Mackay leads the global travel and event management arena with extraordinary service and proprietary, client-led technology. Ranked first in the Sunday Times International Fast Track 2020, we are a business that is always looking forwards, while ensuring that we’re everything that our clients need today. In May 2021, we became part of Navan (formerly TripActions), and together we are setting the agenda for the future of business travel.
‘Navan Pro’ is our cross brand, servicing Navan’s C-Suite and Executive travellers from selective key customers. Utilising dual technology with the customer being able to avail themselves of the Navan client facing technology to book, backed by the highly skilled R&M VIP consultants and R&M proprietary agent desktop, iQ for offline servicing.
PURPOSE OF THE ROLE:
The Client Success Executive will build relationships with our Navan colleagues in conjunction with working
alongside the Navan Pro operational and Client Success team. The Client Success Executive is expected to be
an active participant as part of the Client Success team helping triage ‘cases’ from Navan or clients
alongside the management of a small portfolio of clients. Whilst the Navan Client Success Manager is the
client lead, the Navan Pro Client Success Executive will work in unison to provide subject matter expertise
around the Navan Pro servicing. Working with the Navan Client Success Manager to identify growth
opportunities and to ensure the VIPs we are servicing are engaged with Navan Pro throughout the booking
process and understand the nuances of the business model. The Client Success Executive must be able to
communicate and interact across all business levels and be the “Voice of the Customer” within the Reed &
Mackay and Navan Pro business lines. The ultimate purpose of the role is to maintain an exceptionally high
level of client retention.
KEY RESPONSIBILITIES:
- Triage of Navan raised Salesforce Cases or client raised issues
- All matters to be logged in R&M Salesforce instance
- Engage with Navan Pro operational Team leaders and Managers to assist in the triaging of Service-related
issues. - Based on the matter in hand either respond back to Navan, Client or liaise with the owning Client Success
Manager or VP Navan Pro Partnerships for guidance. - Engage and foster a collaborative relationship with the operational team and wider Client Success team.
- Review owned portfolio – client performance on a regular basis to monitor account performance and
proactively identify opportunities for intervention and support. - Build and sustain multi-level client relationships in support of the Navan Client Success Manager lead, in
conjunction with or at times by leading – (as appropriate to each client needs). - Build and sustain multi-level relationships within the Navan GTM team.
- Support the VP, Navan Pro Partnership regarding Navan interactions.
- Support Navan GTM team with data and insight as required for successful customer reviews.
- Maintain Salesforce Account records with pertinent and timely information.
- Prioritise and manage the Navan Pro Client Success mailbox.
- Proactively communicate to Operations Leadership and to Navan GTM team to ensure visibility.
- Review and manage bespoke customer commercials, ensure fees are charged appropriately, and service is
delivered in accordance with the Service Level Agreement (SLA) and Business Plan. - Annual review of the overall customer program performance.
- Assist where required with everyday Client Success related work – such as assistance with EBR
(Executive Business Review) PowerPoint decks. - Keep up to date with changes and developments across the industry and client’s business.
- Any other duties as assigned to build and maintain successful client relationships.
WHAT WE’RE LOOKING FOR:
- Experience in Travel Operations or a similar Client Success environment would be preferred.
- Strong communication and written skills are essential, with a curiosity to provoke thought.
- Ability to produce accurate written documentation
- Excellent collaboration and teamwork skills, with the ability to work effectively with cross-functional
teams. - Ability to interact with ease and confidence with clients and internal stakeholders.
- Proven ability to thrive in a fast-paced, collaborative environment.
- The ability to understand what service excellence should look like and how to achieve it.
- Process discipline and attention to detail
- Achieve personal Key Performance Indicators, both those relating to performance and reward.
- Knowledge of Salesforce is desirable, but experience of any CRM is critical.
