Senior Manager, Client Experience

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.

Skills Required
5-7+ years progressive experience in Pre-Sales Solutions, Customer Experience Operations, Commercial Scoping, or Technical Account Management
Experience working with high-velocity commercial teams and multi-regional internal organizations
Strong interpersonal, communication, negotiation, and relationship-building skills for high-stakes commercial discussions
Ability to enforce operational guardrails, exercise sound judgment, and solve complex commercial problems independently
Strong analytical skills with experience using historical support data, AI automation metrics, and capacity modeling
Experience in SaaS or corporate travel ecosystems