# Director, Client Experience

**Company:** [Navan](https://hotfix.jobs/companies/navan)
**Location:** Remote
**Role:** Revenue Operations
**Experience:** 8+ years
**Skills:** client experience, Revenue Operations, global implementation, technical onboarding, Data Analysis, Business Intelligence, Cross-Functional Leadership, Stakeholder Management, Process Optimization, metrics definition, Executive Communication, Change Management
**Posted:** 2026-07-22

> Lead global pre-sales and implementation strategy for Navan, bridging commercial sales with operational fulfillment. Direct a team of Senior Managers, partner with Sales leaders to optimize Time-to-Value, enforce operational guardrails, and ensure seamless client onboarding while protecting capacity.

## Job Description

## What You’ll Do

- 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.

## What We’re Looking For

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

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