Job Description

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Overview:
About the Company
Cvent is a leading meetings, events, and hospitality technology provider with more than 4,800 employees and ~22,000 customers worldwide, including 53% of the 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.
About the Team
Our team of over 350 Product Consultants, Analysts and Relationship Managers is a close-knit group of dynamic and high-energy professionals. We hire bright people who are willing to learn and are extremely motivated to succeed. We have people from various educational backgrounds including computer information systems, psychology, and communications.
Position Summary:
The Assistant Manager PSG - Client Services is responsible for leading a team of client services professionals, managing client relationships, and ensuring the successful delivery of Cvent's solutions to clients. This role involves overseeing daily operations, handling escalations, driving strategic initiatives, and contributing to the overall success of the client services organization. The manager also focuses on team development, performance management, and continuous improvement of processes and metrics
In This Role, You Will:
Key Responsibilities:

• Leading, mentoring, and developing a team of Client Service professionals, including Managers, Leads, and Specialists.
• Building and maintaining strong relationships with clients, understanding their needs, and ensuring their success with Cvent's platform.
• Managing day-to-day operations, including resource allocation, task assignments, and issue resolution.
• Driving strategic initiatives for both clients and the internal team to improve customer experience and operational efficiency.
• Monitoring team performance, identifying areas for improvement, and implementing strategies to enhance team and individual performance.
• Identifying and implementing process improvements to enhance customer satisfaction and operational efficiency.
• Analyzing key performance indicators (KPIs) and providing regular reports to senior management on team performance and key initiatives.

Here's What You Need:
Qualification:

• Bachelor's degree or equivalent applicable experience.
• Strong leadership skills with experience in managing and developing teams.
• A customer-centric approach with a passion for exceeding client expectations.
• Excellent interpersonal and communication skills to effectively interact with clients and team members.
• Strong analytical and problem-solving skills to identify issues and implement solutions.
• Experience in service delivery, preferably in a SaaS environment, with a focus on customer success.
• A solid understanding of Cvent's products and services, as well as industry best practices.
• 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.
• Strong solution-oriented and organizational skills.
• Strong interview skills to assist in employee selection
• Prior experience in leadership or project management is an additional advantage.
• Experience in B2B customer success, account management, or other client-facing roles.
• Proficiency in Microsoft Office software, including Excel, Word, and PowerPoint.
• Technical aptitude and ability to learn new software and technologies.
• Experience with SaaS solutions and the event industry is a plus.
• Familiarity with CRM automation products like Salesforce and Gainsight is also beneficial
• AI certification preferred.
• Experience with AI tools and platforms.
• Preference for candidates who have contributed to AI-driven projects or initiatives in their previous organizations.
• Demonstrated ability to leverage AI technologies to improve client outcomes and enhance project efficiency.
• Comfort with continuous learning and adaptation of new AI technologies to meet client needs.
• Stay updated with AI advancements and integrate relevant AI technologies into project workflows.
• Drive automation and AI/RPA adoption across projects or accounts to improve client delivery, scalability, and team productivity.
• Collaborate with cross-functional teams to implement high-impact solutions and ensure operational alignment with strategic goals.

Skills Required