Director of Professional Services

As a Director of Professional Services at Cvent, your role is crucial in leading the Professional Services team to ensure exceptional service delivery and long-term success for clients. Your responsibilities will include: - Leadership & Team Management: - Lead and develop a high-performing team, fostering a culture of excellence and continuous improvement. - Provide coaching and mentorship to team members, ensuring career development and talent retention. - Define clear roles, responsibilities, and performance metrics for the team. - Client Delivery & Success: - Oversee project implementations and post-implementation services, driving adoption and ensuring high-quality standards. - Establish best practices for delivery methodologies and manage relationships with key clients. - Act as an escalation point for complex client issues and collaborate with other teams for quick resolutions. - Strategic Planning & Process Improvement: - Collaborate with internal teams to shape service offerings and identify opportunities for process efficiency and innovation. - Develop scalable tools and resources to support successful project delivery and enhance client experiences. - Analyze service performance data to implement proactive solutions. - Financial Management: - Develop and manage the Professional Services budget efficiently while maintaining high client satisfaction. - Monitor and improve the profitability of service delivery engagements. - Balance a client-first approach with operational and financial goals. - Customer Advocacy & Collaboration: - Act as a trusted advisor to clients, leveraging product knowledge and industry insights for desired outcomes. - Build strong relationships with senior stakeholders and collaborate for account expansion opportunities. - Reporting & Metrics: - Develop and manage KPIs for the Professional Services team, reporting on project status and team performance to the executive leadership. Qualifications: - Bachelors degree in Business, Information Technology, or related field. - 8+ years of experience in professional services with 5+ years in a leadership position. - Proven track record in leading SaaS implementations and customer success initiatives. - Experience working in a fast-paced SaaS environment with cross-functional teams. - Strong understanding of SaaS business models and subscription-based services. Additional Details: Cvent, as a leading technology provider in meetings and events, values diverse perspectives and fosters a culture of celebrating differences while building on shared connections.,