Director of Client Services

About the Company : Cvent, Inc. ( www.cvent.com ) is the world’s leading provider of cloud-based software for meetings and event management. Our platform of products includes software to manage and facilitate online event registration, meeting site selection, event management, e-mail marketing and web surveys. We also develop mobile apps for both corporate and consumer events. Founded in 1999, we currently have 5200+ talented and dedicated employees and are headquartered just outside of Washington, D.C., in McLean, Virginia, with additional U.S. offices in Portland, Oregon, Austin, Texas, and Atlanta, Georgia. Internationally we have offices in Gurgaon, India, and London, England. Cvent has received many awards and honors recognizing our strong company culture, innovative products, stellar customer service and support, visionary leadership and investment in our employees.

About the Role : We are a team of 900+ Product Consultants, Project Managers, Graphics designers, Success Consultants, Quality Analysts, Trainers, and Reporting Analysts. Ours is a close-knit group of dynamic and high-energy professionals. This team provides customer service and technical support as well to support and build web events, mobile app events, surveys, custom reporting and RFPs to more than 20,000 clients. Cvent hires the brightest people with extraordinary capabilities to learn and are extremely motivated to succeed. The demonstrated ability to think at both strategic and operational level, locally and globally, is required. We’re looking to bring somebody on board who’s – Mission-Driven, Humble, Resilient and a creative problem solver.

Responsibilities :

• Implement continuous improvement initiatives to improve customer experience.
• Advise and implement the vision and strategy for the Support organization in achievement of organizational goals in partnership with other departments / functions.
• Deliver defined Objectives and Key Results (OKRs) and performance measures against company goals with a hands-on approach to understand gaps and run continuous improvement efforts.
• Develop a successful team of Managers, Leads & Specialists in a growth environment including developing the team for future changes, managing the team's change resilience, and minimizing performance impacts associated with change.
• Work and be accountable for headcount planning, budget, and cost mitigation and / or investment initiatives.
• Guide employee engagement and an inspiring culture ensuring effective performance management, mentoring, and development and crafting an environment where people can excel through accountability, support, and empowerment.
• Demonstrate a data driven approach to supervising the function, including establishing effective critical metrics, key performance indicators, and other leading / lagging indicators which provide insight into the efficiency of the function and changes in risk profile.
• Consistently improve the customer experience across our key channels and products by advocating for the voice of the customer across internal partners, ensuring that resources are invested in improving customer satisfaction and enabling scale.
• Use excellent presentation and interpersonal skills to report findings and recommendations to the leadership.
• Identify and implement groundbreaking changes to generate efficiencies and deliver better customer experiences while ensuring the teams adheres to business requirements.
• Keep ahead of event industry developments and apply standard methodologies to areas of improvement.
• Additional duties and responsibilities as necessary.

What Does Success Look in Your First 12 Months :

Qualifications :

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.

We are committed to diversity and inclusivity.