Senior Manager, Client Experience – Pre-Sales Solutions, Scoping

This is a fully remote position, open to applicants in United States.

📋 Description

• Take the lead in implementing the GOS "Sales Squad" initiative by integrating operational experts into late-stage enterprise sales presentations and RFP submissions, utilizing our five-star service as a key competitive edge.

• Collaborate with commercial pricing and strategy teams to perform competitive service evaluations, diligently identifying and consolidating fragmented, legacy service offerings into cohesive, high-value packages.

• Work alongside Product Marketing and Sales Enablement to translate our optimized service configurations into impactful commercial narratives that appeal to C-suite executives and their assistants.

• Ensure alignment of operational delivery packages with regional pricing models, enabling Sales to accurately showcase our automated AVA capabilities alongside premium human support alternatives.

• Uphold a strict, data-driven approach to custom scoping requests, partnering with Sales leadership to co-create innovative operational solutions that safeguard margins and ensure scalability.

• Cultivate strong, trust-based relationships and alignment across commercial teams and Global Operations and Services to prioritize the prospective Customer Experience.

• Serve as the primary operational liaison between GO&S and the Sales team, regularly participating in commercial pipeline reviews as the definitive authority on support capabilities.

• Establish process and operational checkpoints within the pre-sales pipeline to eliminate scoping inaccuracies, misaligned verbal commitments, and premature tier promises.

• Collaborate with Enablement to maintain and distribute clear pre-sales operational materials, capability matrices, and standard SLA presentations for high-profile customer engagements.

• Monitor and report on key operational health metrics related to pre-sales deal quality, scoping compliance, and pipeline speed, leveraging data to inform commercial decision-making.

⛳️ Requirements

• 5–7+ years of progressive experience in Pre-Sales Solutions, Customer Experience Operations, Commercial Scoping, or Technical Account Management, ideally within the SaaS or corporate travel sectors.

• Proven experience collaborating with high-paced commercial teams and effectively navigating multi-regional internal organizations to maintain operational boundaries while accelerating deal closures.

• Excellent interpersonal, communication, negotiation, and relationship-building capabilities, demonstrated by a successful track record in managing high-stakes commercial conversations and transforming technical details into engaging narratives.

• Ability to operate with integrity, employing critical and independent thinking, sound judgment, and the courage to enforce operational standards in a revenue-focused environment.

• Strong analytical abilities, capable of working with historical support data, AI automation metrics, and capacity modeling to validate tailored pre-sales configurations.

🏝️ Benefits

• AI-powered Talent Matching tool to evaluate your application against our job criteria.