Senior Manager, Client Experience (Pre-Sales Solutions & Scoping)

01A; United States; On-site; USD 140,000 - 210,000; Full time

Job summary

Navan is seeking a Senior Manager of Client Experience (Pre‑Sales Solutions & Scoping) to architect the operational experiences customers expect during the earliest stages of the commercial lifecycle. This role transforms pre‑sales delivery into a proactive driver, embedding experts into late‑stage pitches to win enterprise clients and align pricing, AI capabilities, and premium support options.

You will lead the GOS Sales Squad, unify service tiers, and work with Product Marketing and Sales

Qualifications

• Proven background in Pre-Sales Solutions or Customer Experience Operations.
• Strong cross-functional collaboration across sales, product, and pricing teams.
• Excellent interpersonal, negotiation, and relationship-building skills.
• Ability to enforce guardrails and align operational delivery with commercial goals.
• Analytical skills with data-driven decision making and capacity modeling.

Responsibilities

• Lead the pre-sales scoping effort and Sales Squad in late-stage enterprise deals.
• Unify service tiers and translate configurations into compelling commercial narratives.
• Interface with GO&S, Product, Pricing, and Sales to simplify legacy offerings.
• Define and enforce scoping integrity and publish pre-sales collateral.
• Track pre-sales metrics and provide data-driven insights for pipeline decisions.

Skills

Operational leadership

Cross-functional collaboration

Communication skills

Analytical thinking

Capacity modeling

Job description

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.

What You’ll Do

• 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.

What We’re Looking For

• 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.

Navan uses AI‑assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.

Human oversight

Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.

Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here. Your decision to do so will not affect how your candidacy is evaluated.

About Navan

Navan (Nasdaq: NAVN) is the global AI‑powered business travel and expense platform that makes travel easy for frequent travelers. From finding flights and hotels, to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at navan.com.

Culture of Excellence

Our team is our competitive edge — a high‑performance group of smart, driven people committed to winning together. This dedication to excellence is why we’ve been recognized as a Best Place to Work by Built In (2023–2026), a G2 Best Global Software Company (2025–2026), Forbes Cloud 100 (2022–2025), and CNBC Disruptor 50 (2022–2025). At Navan, we provide an environment where top talent excels, offering the autonomy and fast‑paced trajectory needed to build a defining career and do the best work of your life.

Our Benefits

Navan offers a comprehensive benefits program designed to support your well‑being, financial security, and life outside of work. Our benefits, thoughtfully tailored by country to meet local needs, include healthcare coverage, insurance offerings, and wellness resources for you and your family.

We support long‑term financial growth through retirement savings programs and opportunities to participate in our equity plans, so you can share in Navan’s success. To promote balance, we offer flexible time off, country‑specific holidays, and paid parental leave for all new parents. Additional benefits include connectivity and commuting support*, mental health resources, and exclusive travel‑related perks. Wherever you’re based, our benefits evolve with you.

Workplace Policy

Navan believes in the value of in‑person connections, whether that’s sitting down to have lunch with one another, taking a walking 1:1, or collaborating in a room together. The connections forged through face‑to‑face interactions improve company culture and drive business results. Navan invests in global office spaces — in the U.S., Europe, and Asia, among others — that feel welcoming. In‑office perks such as company‑provided lunches and happy hours create a strong team environment to help you do your best work. Our employees work from the office four days a week. Please expect this policy for all roles that are tied to an office.

Equal Opportunity

Navan is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We prohibit any such discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring.

Accommodations

Navan complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. Navan will reasonably accommodate qualified individuals with a disability in connection with applications for employment as required by law.

If you need any assistance or accommodations due to a disability, you are welcome to email us at [e-mail].

*Applies to select locations.