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Team Lead, Customer Success

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Cvent is a leading meetings, events and hospitality technology provider with more than 4,300 employees and nearly 21,000 customers worldwide. Founded in 1999, the company delivers a comprehensive event marketing and management platform for event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business.

We’re looking for a Manager or Team Lead within the Customer Success team at Cvent. In this role, the main responsibilities are to manage, coach and lead a group of our Client Success Advisors (CSAs) who work with Cvent’s Event Management platform. This individual is also responsible for managing the quality, productivity and day-to-day of the team. The Client Success Advisors serve as the client’s primary point of contact to drive adoption, achieve business goals, ensure success with the platform and identify opportunities for expansion and ultimately contract renewal.

This position requires a dynamic professional who can liaise with other teams and departments in a professional manner, and can effectively communicate with team members, leadership and clients. Measuring key performance metrics, coaching team members, acting on client satisfaction and handing escalations are all requirements of this position. The ideal candidate must be an engaged leader with the ability to inspire others, drive change and embrace a continuous improvement culture.

What You Will Be Doing

• Manage, motivate and develop a team of Client Success Advisors (CSAs)
• Perform coaching sessions and deliver feedback on the quality of strategic client interactions
• Conduct structured, bi-weekly 1:1s with team members to review client priorities, projects, performance objectives and goals
• Determine team member’s goals and assignments based on strong knowledge of individual’s strengths, opportunity areas and interests
• Coordinate and assign recourses for to strategic client facing tasks
• Manage day-to-day operations of team through real time management
• Manage client escalations, handling them through resolution
• Conduct performance reviews and performance improvement plans when necessary
• Prepare and present monthly and quarterly business reviews to Client Services leadership
• Provide input to budget and headcount forecasts based on needs of the business and sales projections
• Work closely with other departments such as Sales, Marketing, Technology and PMO on key company strategies and projects
• Drive strategic initiatives that enhance the client experience and company goals
• Collaborate with technology on product updates and enhancements
• Conduct interviews with CSA candidates and make hiring decisions to fill open positions
• Travel to client sites, events or other Cvent offices when necessary; up to 15% travel required

What You Need for this Position

• A minimum of 4-5 years of overall work experience, with at least 1 of those in a leadership or emerging leadership position. Years of experience will determine the job title.
• Previous experience in B2B client success, account management or other client facing roles
• Demonstrates strong leadership and people management skills
• Enthusiastic and engaged leader with the ability to inspire others
• Excellent interpersonal skills; must be a strong communicator at all levels and be able to present in large meetings to key stakeholders
• Contributes to a climate of innovation and continuous improvement to achieve Cvent’s goals
• Demonstrates ability to manage quality and productivity through continuous improvement and variation management
• Demonstrates personal excellence, accountability and integrity
• Ability to track key performance metrics and implement solutions to meet client needs
• Microsoft Office software proficiency, with strong Excel, Word and PowerPoint skills
• Technical aptitude with strong ability to learn software
• Previous experience in SaaS and event industry experience is a plus
• Knowledge of CRM automation products such as Salesforce and Gainsight
• Exposure to operational frameworks that focus on data-driven measurement, client satisfaction scoring of service delivery is a plus

EEO[/AA]/Minorities/Females/Disabled/Veterans

At Cvent we celebrate, support and are committed to creating a diverse and inclusive environment. We’re proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other legally protected characteristics.

Cvent maintains a drug-free workplace

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