Senior Manager of Client Experience

Who you are

• Proven Operational Background: 5–7+ years of progressive experience in Pre-Sales Solutions, Customer Experience Operations, Commercial Scoping, or Technical Account Management, preferably within SaaS or corporate travel ecosystems
• Cross-Functional Diplomat: Strong background working alongside high-velocity commercial teams and successfully navigating multi-regional internal organizations to protect operational boundaries while accelerating deals
• Masterful Communicator: Strong interpersonal, communication, negotiation, and relationship-building skills, with a proven ability to confidently manage high-stakes commercial discussions and turn technical parameters into compelling stories
• Critical Problem Solver: The ability to operate with high integrity, critical and independent thinking skills, sound judgment, and the courage to enforce operational guardrails in a revenue-driven environment
• Analytical & Capacity Modeling Aptitude: Strong analytical skills with the ability to work with historical support data, AI automation metrics, and capacity modeling to validate custom pre-sales configurations

What the job involves

• Navan’s Global Operations and Service (GO&S) organization is looking for a Senior Manager of Client Experience (Pre-Sales Solutions & Scoping) to architect the operational experiences our customers expect of Navan during the earliest stages of the commercial lifecycle
• This role transforms the pre-sales operational footprint from a defensive gatekeeper into a proactive commercial driver, injecting elite service presence into active sales deals to win enterprise clients
• This individual is a strategic thinker who is comfortable in selling both success and failure, enjoys developing relationships with cross-functional partners, and thrives on aligning internal and external stakeholders on innovative ways of working to deliver successful commercial outcomes and sustainable operational partnerships
• The primary duty of this position is to lead our pre-sales scoping engine, ensuring our stratified service delivery model (Core through Premier) matches our operational capabilities, accurately aligns with regional pricing models, and positions our AI-first capabilities as a core differentiator
• This will require working closely with Global Operations, Product, Pricing, and Sales teams to ensure we ruthlessly simplify legacy service offerings into unified packages
• Setting realistic expectations with commercial teams and enterprise prospects is critical in this role to eliminate onboarding drag
• This role will also directly lead our new GOS "Sales Squad," personally interfacing with prospective customers during complex, late-stage sales cycles to showcase our redefined Five-Star Care and bring them along on the Travel Experience Journey
• In this role, you will work directly with Navan prospects and cross-functional executives to address complex scoping requirements and unique service asks
• You will work both pre-emptively and proactively to identify and mitigate potential operational risks before contracts are signed, using a data-backed approach to find innovative operational solutions that protect margins without stalling deals
• Lead GOS Sales Squad Execution: Personally lead and deploy the GOS "Sales Squad" initiative, embedding operational experts directly into late-stage enterprise sales pitches and RFP responses to leverage our five-star care as a core competitive advantage
• Drive Service Tier Unification: Partner with commercial pricing and strategy teams to conduct competitive service analyses, ruthlessly identifying and simplifying fractured, legacy service offerings into unified, high-value packages
• Redefine the Service Bar: Partner with Product Marketing and Sales Enablement to translate our streamlined service configurations into value-driven commercial narratives that resonate with C-suite champions and executive assistants
• Conduct Strategic Commercial Consultations: Align operational delivery packages with regional pricing structures, ensuring Sales accurately represents our automated AVA capabilities alongside premium human support options
• Execute Collaborative Guardrail Enforcement: Maintain a rigorous, data-backed approach to custom scoping requests, working collaboratively with Sales leadership to co-author creative operational solutions that protect margins and scale effectively
• Build Strategic Alliances: Forge deep, trusting relationships and alignment across commercial teams and Global Operations and Services to ensure the prospective Customer Experience is top of mind
• Serve as the Commercial Liaison: Act as the definitive operational liaison between GO&S and the Sales organization, regularly attending commercial pipeline reviews as the unequivocal source of truth for support capabilities
• Enforce Scoping Integrity: Create process and operational checkpoints within the pre-sales pipeline to eliminate scoping errors, misaligned verbal promises, and premature tier commitments
• Standardize Operational Collateral: Partner with Enablement to maintain and publish clean pre-sales operational collateral, capability matrices, and standard SLA decks used during high-visibility customer presentations
• Govern Pre-Sales Metrics: Track and report on key operational health indicators for pre-sales deal quality, scoping compliance, and pipeline velocity, utilizing metrics to drive data-backed commercial decisions

Benefits

• Flexible Vacation
• Healthcare
• Commuter benefits
• Parental leave
• Health and Wellness
• Fuel for Connection
• Pet Friendly
• 401k (retirement plan)
• IATAN (travel-related discounts)
• Connectivity Allowance
• Learning & Development