Senior Manager, Client Experience

About the role

This role is crucial for shaping how clients experience Navan from the very beginning. You will lead the pre-sales operational strategy, turning it into a proactive force that helps win new enterprise customers. You are a strategic thinker who excels at building relationships and aligning diverse teams to achieve successful commercial outcomes.

Key facts

What you'll do

• Lead the operational experts embedded in late-stage enterprise sales pitches and RFP responses to highlight our five-star care as a competitive advantage.
• Collaborate with commercial pricing and strategy teams to analyze existing service offerings and consolidate them into streamlined, valuable packages.
• Work with Product Marketing and Sales Enablement to translate simplified service configurations into compelling narratives for C-suite executives and executive assistants.
• Align operational delivery packages with regional pricing structures, ensuring accurate representation of both automated and human support options.
• Develop creative operational solutions for custom scoping requests that protect company margins and ensure scalability.
• Build strong relationships and alignment across commercial teams and Global Operations and Services to prioritize the prospective customer experience.
• Serve as the primary operational liaison between GO&S and the Sales organization, providing accurate information on support capabilities.
• Implement process and operational checkpoints within the pre-sales pipeline to prevent scoping errors and misaligned commitments.
• Partner with Enablement to maintain and distribute clear pre-sales operational collateral, capability matrices, and standard SLA decks.
• Track and report on key operational health indicators for pre-sales deal quality, scoping compliance, and pipeline velocity to inform commercial decisions.

Requirements

• 5-7+ years of experience in Pre-Sales Solutions, Customer Experience Operations, Commercial Scoping, or Technical Account Management, ideally in SaaS or corporate travel.
• Proven ability to work effectively with fast-paced commercial teams and navigate complex internal organizations to support deal acceleration while maintaining operational integrity.
• Strong interpersonal, communication, negotiation, and relationship-building skills, with a track record of managing high-stakes commercial discussions and translating technical details into clear narratives.
• Demonstrated ability to think critically, exercise sound judgment, and uphold operational standards in a revenue-focused environment.
• Solid analytical skills, with experience using support data, AI automation metrics, and capacity modeling to validate pre-sales configurations.

Nice to have

• Experience with Navan's Platform Travel, Business Travel Management, Expense Management, Payments, or Navan Events products.

Skills & tools

• SaaS
• Corporate Travel
• AI Automation
• Capacity Modeling

Practical notes

• Navan offers a comprehensive benefits program tailored to local needs, including healthcare, insurance, retirement savings, equity participation, flexible time off, and paid parental leave.
• This role is tied to an office and requires employees to work from the office four days a week, with in-office perks provided.
• Navan is an equal opportunity employer.
• Reasonable accommodations will be provided for individuals with disabilities during the application process.
• Personal data may be processed using automated tools, including AI, as part of the recruitment process. Please review Navan's Candidate Privacy Notice for details.