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

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

Navan - Business Travel Solutions & Expense Management

Navan - Business Travel Solutions & Expense Management

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

Remote (USA)

Department

Global Operations and Service (GOS)

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

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. 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.

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.