Director, Client Experience – Pre-Sales Experience, Implementation

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🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🔴 Lead

🛠️ Implementation Specialist

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Navan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏢 Enterprise

☁️ SaaS

💸 Finance

Enterprise • SaaS • Finance

Navan is a company offering comprehensive business travel solutions and expense management services, aimed at optimizing corporate travel programs. Their platform caters to small businesses and large enterprises by providing tools for managing travel bookings, company cards, and expenses. Navan enhances financial visibility and control through automated expense categorization and reporting, while empowering employees with easy booking and expense tracking capabilities. The platform supports seamless integration with existing financial systems and emphasizes sustainability in travel. Navan is trusted by thousands of companies globally and enhances productivity through its AI-powered insights and user-friendly interface.

📋 Description

• 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

• 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

• N/A