Director, Client Experience – Pre-Sales Experience, Implementation

This is a fully remote position, open to applicants in New York.

📋 Description

• Deploy the GOS Sales Squad: Collaborate with Commercial VPs to institutionalize GO&S involvement in late-stage sales presentations, integrating a specialized "Sales Squad" into prominent enterprise deals to highlight our redefined Five-Star Care as a key selling feature.

• Build Strategic Alignment: Develop robust relationships and operational governance across global commercial leadership and Global Operations and Services to promote a "CX-first" mindset throughout 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: Collaborate with commercial pricing and marketing teams to streamline complex legacy service offerings into cohesive, high-impact packages that eliminate market confusion.

• Serve as Executive Liaison: Function as the primary operational partner and definitive source of truth for Sales and Commercial leadership during significant pitches, RFPs, and global go-to-market initiatives.

• Optimize Time-to-Value (TTV): Lead structural process enhancements and scale automated onboarding frameworks within Global Operations to shorten the duration from contract-signing to a client's first live booking.

• Champion the Pre-Sales CX Lens: Act as the organizational pre-sales customer expert, possessing a deep understanding of intricate market needs, tier economics, and localized global implementation trends.

• Architect Data Strategies: Create a standardized pre-sales data reporting suite (tracking TTV, launch velocity, and custom scoping drag) to support data-driven commercial decisions.

• Synthesize Complex Insights: Utilize a profound understanding of data, intuition, and customer feedback to swiftly derive actionable information and proactively adjust the pre-sales operational roadmap.

• Enable the Commercial Engine: Equip the Sales and Customer Success teams with scaled enablement materials and ongoing updates to ensure they can communicate transparently, accurately, and effectively about our support ecosystem.

• Define Metrics for Success: Collaborate with global CX and Operations leadership to establish, monitor, and scale critical performance metrics for the pre-sales and implementation lifecycle.

• Ensure Day-1 Excellence: Suggest and apply process optimizations that ensure newly onboarded clients meet contractually defined service level agreements (SLAs) from the moment they go live.

• Protect Operational Capacity: Use data to confidently and fearlessly discuss operational boundaries, advising 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, ideally within corporate travel ecosystems.

• Strong experience leading multi-regional teams and facilitating complex, cross-functional discussions among diverse geographic organizations.

• Excellent interpersonal, negotiation, and relationship-building skills, with a demonstrated ability to effectively manage discussions and maintain firm boundaries with Sales/Commercial Leaders.

• Ability to operate with high integrity, critical and independent thinking skills, and sound judgment in fast-paced, ambiguous, or transitional environments.

• Strong analytical capabilities with a proven history of utilizing data, business intelligence, and predictive insights to influence organizational behavior and safeguard operational margins.

🏝️ Benefits

• N/A