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Implementation / Launch Manager
Location: London office
As an Implementation / Launch Manager on the Account Management team, you will spearhead the seamless, timely implementation of the Navan travel and expense platform across a global portfolio of Enterprise customers. This role requires end-to-end project ownership—acting as both the global project manager and technical contact—to ensure customers roll out the platform within our 2–4 month target timeframes.
You’ll collaborate closely with customers’ project and IT teams, as well as their executive and C-Suite, to deliver a frictionless implementation and onboarding experience. Partnerships with Sales, Technical Integrations, Product, Engineering, Finance, and Support teams will be critical to exceeding customer and business goals. Expect an dynamic environment where growth, adaptability, and achievement are celebrated.
Key Responsibilities
- Critical Stakeholder Engagement:
- Partner with Sales to support new business acquisition by delivering custom implementation plans to prospective customers.
- Work closely with account managers to build trusted advisor relationships with clients, from program administrators to C-suite executives.
- Secure relationships with key decision-makers ("economic buyers") and champions across multiple levels of the customer’s organisation.
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Project Management:
- Oversee global implementation projects from contract signing to go-live and beyond, including the hypercare phase in the weeks post-launch.
- Develop, coordinate, and execute project plans while ensuring high-quality deployments within tight timelines.
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Product & Training:
- Deepen expertise in the Navan travel and expense platform, enabling customers to maximise its value.
- Train and support program administrators and end users, ensuring alignment between implementation outcomes and business needs.
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Innovation & Improvement:
- Act as the "voice of the customer", feeding insights into opportunities for enhancing product or technical offering.
- Identify efficiencies in the implementation process and share best practices globally.
- Travel to customer sites as needed to facilitate on-site support and engagements.
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Requirements & Skills
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Experience & Background:
- 3+ years in Project Management, Customer Success, Account Management, or related customer-facing roles, with demonstrated success managing complex enterprise implementations.
- Proven ability to think strategically, assess risks, solve problems, and prioritise effectively in fast-paced, evolving environments.
- Experience preferred in FinTech or corporate travel management domains.
- Familiarity with MEDDPICC or similar consultative frameworks.
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Soft Skills:
- Exceptional communication, presentation, and cross-functional collaboration skills.
- Strong time management with a high-energy, go-getter mindset.
- High emotional intelligence (EQ), coachability, and ability to drive positive outcomes.
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Travel & Culture Fit:
- Willingness to travel occasionatlly for client visits.
- Thrives in a supportive, fast-changing environment with a focus on personal and professional growth.
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