Global Customer Success Programs Manager

| San Francisco | Hybrid
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ABOUT THE ROLE

TripActions is looking for a Global Customer Success Programs Manager to develop, test, and scale programs that educate and support our travel managers and travelers. This includes email campaigns to support onboarding, ongoing education of key stakeholders, CSM referral outreach campaigns, and more. 

In this role, you will own scaled customer success campaigns and programs for TripActions, and partner with CS leadership, marketing, data, and other teams to implement global initiatives that drive improved performance across TripActions. This is a high impact, high leverage role that will have an immediate impact on key metrics across our full business, including launches, adoption, and retention.

RESPONSIBILITIES

  • Identify, test, and scale programs to grow traveler adoption and help travel managers understand and unlock the value of TripActions
  • Work with CS leaders and CSMs to build and scale programs that automate key areas of CSM workflow. Create and refine segmentation to further personalize, localize, and enhance existing programs. 
  • Partner with the marketing operations team to build proactive and reactive email nurture campaigns targeting travelers, travel managers, and other key stakeholders.
  • Partner with CSMs and systems team to maintain an updated CRM of key stakeholder contacts to facilitate accurate targeting and suppression. 
  • Develop unified customer communications calendar, ensuring that communications through different channels are coordinated and aligned.
  • Build reporting and analytics to understand the impact of CS programs and drive further improvement. 

QUALIFICATIONS

  • 4-6 years of experience in scaled customer success or growth marketing
  • Proficiency in email marketing and CRM systems (Salesforce, Markeo, Eloqua) a big plus
  • Data-driven, analytical mindset, with hypothesis-driven testing approach
  • A strong communicator, able to explain complex technical issues to technical and non-technical audiences to drive alignment and buy-in
  • A nose for value to understand where to focus efforts on in order to drive immediate value for the organization
  • An ability to balance being detail-oriented and seeing the big picture
  • A “do whatever it takes” attitude to affect change within the organization
  • An ability to work well with a variety of stakeholders towards a common goal
  • Familiarity with data structures that ease the generation of reliable data is a plus
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Technology we use

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Location

181 Fremont St. 23rd Floor , San Francisco, CA 94105

An Insider's view of Navan

What are some social events your company does?

It’s may sound cliche, but Navan’s sales culture is ‘work hard, play hard’. Navan knows how to have fun and build an awesome culture. It's beyond your usual happy hours; I’m talking about incredible trips, gourmet handrolls, and lots of dogs! It’s safe to say I’ve met my best friends at Navan.

Nathaniel

Mid-Market Account Executive

How do you collaborate with other teams in the company?

The culture here promotes direct communication and mutual trust, fostering cross-functional collaboration among talented and driven coworkers. Our clear business goals empower us to work together and constantly challenge each other to raise the bar and deliver the best platform, experience, and partnership for our customers.

Jordan

Regional Director, Mid-Market Expense Sales

How has your career grown since starting at the company?

I've had the pleasure of sitting in 8+ roles here at Navan over the last 5 years (SDR to Regional Director). Being at a business with lofty goals and a "failure isn't an option" mentality opens the door to expedite career progression, constant new opportunities and projects, and the ability to learn from a one-of-a-kind leadership team.

Anna

Regional Director, Enterprise Expense Sales

What are Navan Perks + Benefits

Navan Benefits Overview

Our Benefits

We realize benefits are important as they support keeping you at your best at all times. Our benefits are here for you if you get sick or hurt, help you save for now and later, encourage you to take time off work and travel, and provide perks specific to being a Navan employee both in and out of the office.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
President's club
Employee awards
Diversity
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Company-wide vacation
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Personal development training

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