Team Lead

The ATL/TL (PSG – Event Builder) position in Client Services at Cvent involves managing a team of Project Consultants to ensure Service Level Agreements (SLAs) are met and client satisfaction is maintained. The role includes identifying expansion opportunities, managing project pipelines with a focus on timeliness and quality, and collaborating on project management aspects such as scope, cost, risk, and time. Responsibilities also cover quality assurance through audits, conducting performance evaluations, and improving team efficiency and internal processes.

Key Responsibilities:

• Manage a team of Project Consultants and ensure Service Level Agreements (SLAs) are met.
• Identify expansion opportunities for current services and additional service opportunities for existing clients.
• Manage the pipeline of projects, maintaining service levels such as timeliness, quality of deliverables, and client satisfaction.
• Collaborate with the team to establish and evaluate project management aspects including scope, cost, risk, and time management.
• Perform quality checks by auditing calls and builds, provide feedback to team members, and drive client satisfaction.
• Conduct monthly and quarterly business reviews with the team manager.
• Write and conduct performance evaluations and work towards improving team efficiency.
• Help develop and improve internal processes.
• Understand Cvent products thoroughly to support the team effectively.
• Coordinate daily operational needs with internal departments such as HR, Operations, and Talent Acquisition.

Qualification:

• Proactive forward-thinker with the ability to improve client experience.
• Bachelor’s degree or equivalent applicable experience.
• Minimum of 3 years of work experience in product or project consultation roles.
• 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 along with managers.
• Prior experience in leadership or project management is an additional advantage.
• Experience with AI tools and platforms.
• Preference for candidates who have contributed to AI-driven projects or initiatives in their previous organizations.
• Drive automation and AI/RPA adoption across projects or accounts to improve client delivery, scalability, and team productivity.