Senior Manager, Client Experience

What You’ll Do

• Lead GOS Sales Squad Execution: Personally lead and deploy the GOS "Sales Squad" initiative, embedding operational experts directly into late-stage enterprise sales pitches and RFP responses to leverage our five-star care as a core competitive advantage.
• Drive Service Tier Unification: Partner with commercial pricing and strategy teams to conduct competitive service analyses, ruthlessly identifying and simplifying fractured, legacy service offerings into unified, high-value packages.
• Redefine the Service Bar: Partner with Product Marketing and Sales Enablement to translate our streamlined service configurations into value-driven commercial narratives that resonate with C-suite champions and executive assistants.
• Conduct Strategic Commercial Consultations: Align operational delivery packages with regional pricing structures, ensuring Sales accurately represents our automated AVA capabilities alongside premium human support options.
• Execute Collaborative Guardrail Enforcement: Maintain a rigorous, data-backed approach to custom scoping requests, working collaboratively with Sales leadership to co-author creative operational solutions that protect margins and scale effectively.
• Build Strategic Alliances: Forge deep, trusting relationships and alignment across commercial teams and Global Operations and Services to ensure the prospective Customer Experience is top of mind.
• Serve as the Commercial Liaison: Act as the definitive operational liaison between GO&S and the Sales organization, regularly attending commercial pipeline reviews as the unequivocal source of truth for support capabilities.
• Enforce Scoping Integrity: Create process and operational checkpoints within the pre-sales pipeline to eliminate scoping errors, misaligned verbal promises, and premature tier commitments.
• Standardize Operational Collateral: Partner with Enablement to maintain and publish clean pre-sales operational collateral, capability matrices, and standard SLA decks used during high-visibility customer presentations.
• Govern Pre-Sales Metrics: Track and report on key operational health indicators for pre-sales deal quality, scoping compliance, and pipeline velocity, utilizing metrics to drive data-backed commercial decisions.

What We’re Looking For

• Proven Operational Background: 5–7+ years of progressive experience in Pre-Sales Solutions, Customer Experience Operations, Commercial Scoping, or Technical Account Management, preferably within SaaS or corporate travel ecosystems.
• Cross-Functional Diplomat: Strong background working alongside high-velocity commercial teams and successfully navigating multi-regional internal organizations to protect operational boundaries while accelerating deals.
• Masterful Communicator: Strong interpersonal, communication, negotiation, and relationship-building skills, with a proven ability to confidently manage high-stakes commercial discussions and turn technical parameters into compelling stories.
• Critical Problem Solver: The ability to operate with high integrity, critical and independent thinking skills, sound judgment, and the courage to enforce operational guardrails in a revenue-driven environment.
• Analytical & Capacity Modeling Aptitude: Strong analytical skills with the ability to work with historical support data, AI automation metrics, and capacity modeling to validate custom pre-sales configurations.