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

Navan

21d

About The Position

Navan’s Global Operations and Service (GO&S) organization is seeking a Senior Manager of Client Experience to lead pre-sales solutions and scoping. The role shapes the operational experience offered to customers during the early commercial lifecycle, turning pre-sales operations into a proactive commercial partner that helps win enterprise clients. It requires strategic thinking, strong cross-functional relationships, and the ability to align internal and external stakeholders on approaches that deliver successful commercial outcomes and sustainable operational partnerships. The position leads the pre-sales scoping engine, ensuring that service tiers from Core through Premier align with operational capabilities and regional pricing, while presenting Navan’s AI-first capabilities as a differentiator. The Senior Manager partners with Global Operations, Product, Pricing, and Sales to simplify legacy service offerings into unified packages and set realistic expectations with commercial teams and prospects. The role also leads the GOS Sales Squad, engaging directly with prospective customers in complex, late-stage sales cycles to present Navan’s service experience. The Senior Manager works with prospects and cross-functional executives on complex scoping requirements and service requests. Using data, the role identifies and mitigates operational risks before contracts are signed and develops solutions that protect margins without unnecessarily slowing deals.

Requirements

5–7+ years of progressive experience in Pre-Sales Solutions, Customer Experience Operations, Commercial Scoping, or Technical Account Management.
Experience working alongside high-velocity commercial teams and navigating multi-regional organizations while protecting operational boundaries and accelerating deals.
Strong interpersonal, communication, negotiation, and relationship-building skills.
Ability to manage high-stakes commercial discussions and translate technical parameters into compelling stories.
High integrity, critical and independent thinking, sound judgment, and willingness to enforce operational guardrails in a revenue-driven environment.
Strong analytical skills, including the ability to use historical support data, AI automation metrics, and capacity modeling to validate custom pre-sales configurations.

Nice To Haves

Experience in SaaS or corporate travel ecosystems.

Responsibilities

Lead and deploy the GOS Sales Squad, embedding operational experts in late-stage enterprise sales pitches and RFP responses.
Partner with commercial pricing and strategy teams to analyze competitive services and simplify fragmented legacy offerings into unified packages.
Work with Product Marketing and Sales Enablement to develop value-driven narratives for streamlined service configurations.
Align operational delivery packages with regional pricing and ensure Sales accurately represents automated AVA capabilities and premium human support.
Apply data-backed guardrails to custom scoping requests and collaborate with Sales leadership on operational solutions that protect margins and scale.
Build relationships and alignment across commercial teams and Global Operations and Services, keeping prospective customer experience in focus.
Serve as the operational liaison between GO&S and Sales, including attending commercial pipeline reviews as the source of truth for support capabilities.
Create pre-sales process checkpoints to prevent scoping errors, misaligned verbal promises, and premature service-tier commitments.
Maintain and publish pre-sales operational collateral, capability matrices, and standard SLA decks with Enablement.
Track and report pre-sales deal quality, scoping compliance, and pipeline velocity metrics to support data-backed commercial decisions.
Identify and mitigate potential operational risks before contracts are signed.