Team Lead Client Services

Cvent is a leading meetings, events, and hospitality technology provider with more than 5,000+ employees and 24,000 customers worldwide, including 60% of Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, we’re transforming the meetings and events industry through innovative technology that powers the human connection.

The DNA of Cvent is our people, and our culture has an emphasis on fostering intrapreneurship- a system that encourages Cventers to think and act like individual entrepreneurs and empowers them to take action, embrace risk, and make decisions as if they had founded the company themselves. At Cvent, we value the diverse perspectives that each individual brings. Whether working with a team of colleagues or with clients, we ensure that we foster a culture that celebrates differences and builds on shared connections.

• Manage group of Cvent System Administrators and work very closely with accounts in the portfolio
• Ensure compliance and high-quality standards for the team members
• Effectively manage any external/internal escalation for the team and share RCA
• Gather internal and external feedback for the team & create action plans
• Cross-function collaboration to drive product adoption and expansion share best practices across LOBs
• Ensures regular & effective connect with each team members to discuss performance
• Document & Track customer success stories, share ROI by account
• Hiring and Onboarding of new hires with highest standards
• Create and present Annual/Quarterly/Monthly Business Reviews to Senior Leadership
• Creating and maintaining SOPs on process and product amendments
• Data management and analysis for business and respective team members
• Participate in org-wide meetings to keep up to date with most recent changes in process, product or business
• Ensure high integrity for self and the team
• Ensure & enable time management for the team
• Regularly Analyze performance to identify Strength and AOI for training needs identification
• Build strong relations with peers, stakeholders and customers
• Minimum 10+ years of experience with at least 4+ years in Leadership for Implementation, Customer Success, Professional Services, Technical Account Management, Consulting, Project Management or related functions, preferably in SaaS/Enterprise solutions
• Excellent communication skills (verbal and written)
• Bachelor’s degree is a must, MBA/PMP good to have
• Experience in time-tracking & reporting
• Ability to make informed decisions
• Knowledge of Cvent Events platform is a plus
• Must be articulate, organized, detail-oriented and can multi-task
• Strong business acumen, ethics and high integrity