Note: The job is a remote job and is open to candidates in USA. Navan is a corporate travel company whose Global Operations and Service organization connects commercial execution with operational fulfillment. The Director of Client Experience will lead global pre-sales and onboarding strategy, oversee senior leaders across pre-sales solutions and implementation, and align service offerings with client needs. The role will optimize time-to-value, establish governance and metrics, support complex enterprise deals, and protect operational capacity.
Responsibilities
- 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
- 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
- Standardize and govern the macro-level expectations of global Sales teams, prospects, and implementation partners regarding our operational scope of services and tier definitions
- Partner with commercial pricing and marketing teams to collapse complex legacy service offerings into unified, high-impact packages that remove market confusion
- 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
- 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
- Serve as the organizational pre-sales customer expert, maintaining a deep understanding of complex market needs, tier economics, and localized global implementation trends
- Establish a standardized pre-sales data reporting suite (tracking TTV, launch velocity, and custom scoping drag) to drive data-backed commercial decisions
- Leverage a deep understanding of data, intuition, and customer feedback to rapidly extract actionable information and proactively modify the pre-sales operational roadmap
- 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
- Partner with global CX and Operations leadership to define, monitor, and scale key performance metrics for the pre-sales and implementation lifecycle
- Recommend and implement process optimizations that guarantee newly onboarded clients successfully meet contractually established service level agreements (SLAs) from the moment they go live
- Leverage data to speak fearlessly and confidently about operational boundaries, guiding commercial leadership on high-risk custom scoping or premature tier selling
Skills
- 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
Company Overview
Company H1B Sponsorship