Director, Client Experience – Pre-Sales Experience, Implementation

Navan

Director of Client Experience leading pre-sales strategy and onboarding for Navan's Global Operations. Overseeing operational alignment and client engagement from prospect to launch.

Posted 7/22/2026full-timeRemote • New York • 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Client Experience and Revenue Operations, with a strong focus on data-driven decision-making and operational excellence. Proven ability to lead multi-regional teams and manage complex cross-functional discussions while maintaining a customer-centric approach.

Highest-signal resume keywords

Client Experience LeadershipRevenue Operations ManagementData-Driven Decision MakingCross-Functional CollaborationNegotiation and Relationship Building

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisBusiness IntelligencePredictive InsightsOperational GovernanceProcess Optimization

Soft Skills

Interpersonal SkillsCritical ThinkingIndependent JudgmentNegotiation SkillsRelationship Building

Industry Keywords

Global ImplementationTechnical OnboardingCorporate Travel EcosystemsSales CycleCustomer Experience

About the role

Key responsibilities & impact

Deploy the GOS Sales Squad: Partner with Commercial VPs to institutionalize GO&S participation in late-stage sales pitches, embedding a specialized "Sales Squad" into marquee enterprise deals to turn our redefined Five-Star Care into a primary selling point.
Build Strategic Alignment: Forge strong relationships and operational governance across global commercial leadership and Global Operations and Services to ensure a "CX-first" mindset across the sales cycle.
Govern Scope Boundaries: Standardize and govern the macro-level expectations of global Sales teams, prospects, and implementation partners regarding our operational scope of services and tier definitions.
Ruthlessly Simplify Tier Configurations: Partner with commercial pricing and marketing teams to collapse complex legacy service offerings into unified, high-impact packages that remove market confusion.
Serve as Executive Liaison: Act as the primary operational partner and definitive source of truth for Sales and Commercial leadership during high-value pitches, RFPs, and global go-to-market rollouts.
Optimize Time-to-Value (TTV): Drive structural process improvements and scale automated onboarding frameworks within Global Operations to compress the timeline from contract-signing to a client's first live booking.
Champion the Pre-Sales CX Lens: Serve as the organizational pre-sales customer expert, maintaining a deep understanding of complex market needs, tier economics, and localized global implementation trends.
Architect Data Strategies: Establish a standardized pre-sales data reporting suite (tracking TTV, launch velocity, and custom scoping drag) to drive data-backed commercial decisions.
Synthesize Complex Insights: Leverage a deep understanding of data, intuition, and customer feedback to rapidly extract actionable information and proactively modify the pre-sales operational roadmap.
Enable the Commercial Engine: Empower the Sales and Customer Success organizations with scaled enablement collateral and continuous updates so they can speak transparently, accurately, and effectively about our support ecosystem.
Define Metrics for Success: Partner with global CX and Operations leadership to define, monitor, and scale key performance metrics for the pre-sales and implementation lifecycle.
Ensure Day-1 Excellence: Recommend and implement process optimizations that guarantee newly onboarded clients successfully meet contractually established service level agreements (SLAs) from the moment they go live.
Protect Operational Capacity: Leverage data to speak fearlessly and confidently about operational boundaries, guiding commercial leadership on high-risk custom scoping or premature tier selling.

Requirements

What you’ll need

8–10+ years of progressive leadership experience in Client Experience, Revenue Operations, Global Implementation, or Technical Onboarding, preferably within corporate travel ecosystems.
Strong background leading multi-regional teams and managing complex, cross-functional discussions between disparate geographic organizations.
Masterful interpersonal, negotiation, and relationship-building skills, with a proven ability to confidently manage discussions and maintain firm boundaries with Sales/Commercial Leaders.
The ability to operate with high integrity, critical and independent thinking skills, and sound judgment in high-growth, ambiguous, or transitional environments.
Strong analytical skills with a proven track record of using data, business intelligence, and predictive insights to influence organizational behavior and protect operational margins.

Benefits

Comp & perks

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