Cvent - Manager - Client Services

Job Description:

Overview:

About Cvent:

Cvent is a leading provider of meetings, events, and hospitality technology solutions worldwide. With over 4,700 employees and nearly 21,000 customers, the company provides a comprehensive event marketing and management platform for event professionals, as well as software solutions to hotels, special event venues, and destinations to help grow their group/MICE and corporate travel business.

In This Role, You Will:

- Managing a team of approximately 40+ Service Delivery Analysts, Business Analysts, and Project Managers.

- Identifying expansion opportunities for current services and additional service opportunities for existing clients.

- Managing the pipeline of projects and maintaining desired service levels such as timeliness of deliverables, quality of client deliverables, and client satisfaction levels.

- Working closely with the team to establish and evaluate all aspects of project management, including scope, cost, risk, and time management.

- Conducting monthly and quarterly business reviews with the Head of Client Services and other key stakeholders.

- Writing and conducting performance evaluations and dedicating work towards making the team more efficient.

- Developing and managing people managers, project managers, and service delivery analysts.

- Experience managing cross-platform teams and LOBs.

- Helping to develop and improve internal processes.

- Understanding Cvent products to fully support the team in their roles.

- Serving as the team representative with India Client Services and other departments.

- Coordinating daily operational needs with internal departments such as HR/Operations/Talent acquisition team

Here's What You Need:

- A proactive forward-thinker with the ability to improve the client experience.

- A bachelor's/PG degree or equivalent applicable experience.

- Minimum of 9-10 years of work experience in product or project support roles in consulting or

customer service or IT/Tech project management.

- Minimum of 5 years of work experience in people management.

- Well-versed with modern-day workforce management practices and QA processes.

- Ability to track key performance metrics and implement solutions to meet client needs.

- Excellent presentation, analytical, and project management skills.

- Excellent written and spoken communication skills in English.

- Possesses strong solution-oriented and organizational skills.