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

TripActions; United States; A distancia; USD 150.000 - 230.000; Jornada completa

Descripción de la vacante

Navan’s GO&S organization seeks a Senior Manager of Client Experience (Pre-Sales Solutions & Scoping) to architect operational experiences in the earliest commercial lifecycle. You will transform pre-sales from gatekeeping to proactive driver, embedding experts into late-stage sales to win enterprise deals.

You’ll lead cross-functional teams, unify service offerings, and translate configurations into compelling narratives for C-suite stakeholders, while enforcing scoping guardrails and aligning

Formación

• 5–7+ years in Pre-Sales Solutions, CX Operations, Commercial Scoping, or Technical Account Management (SaaS or travel industries preferred).
• Ability to work with cross-functional teams across regions to protect scope and accelerate deals.
• Excellent interpersonal, negotiation, and stakeholder management skills for high-stakes discussions.
• Ability to enforce guardrails with integrity and independent thinking in revenue-driven environments.
• Strong analytical skills using historical data, AI metrics, and capacity modeling to validate configurations.

Responsabilidades

• Lead GOS Sales Squad Execution by embedding operational experts into late-stage sales pitches and RFPs.
• Drive service tier unification by simplifying legacy offerings into unified high-value packages.
• Redefine the service bar by translating configurations into value-driven narratives for executives.
• Conduct strategic commercial consultations aligning delivery with regional pricing and AVA capabilities.
• Enforce scoping guardrails and prevent misaligned promises in the pre-sales pipeline.
• Build strategic alliances across commercial teams and Global Operations to keep CX top of mind.
• Serve as the commercial liaison between GO&S and Sales during pipeline reviews.
• Standardize pre-sales collateral and capability matrices with Enablement.
• Track Pre-Sales metrics to drive data-backed commercial decisions.

Conocimientos

Operational background

Cross-functional diplomat

Masterful communicator

Critical problem solver

Analytical & capacity modeling

Descripción del empleo

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.

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.

Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.