Senior Vice President/Vice President, Professional Services

Tysons Corner, VA
May 21, 2022
May 24, 2022
Full Time
Senior Vice President/Vice President, Professional Services Email This Job Your First Name Your Last Name Your E-Mail Address E-Mail Address to Share With Subject Message 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. The Cvent Client Services Department is a global and award-winning team servicing a diverse customer base of over 21,000 meeting & event and hospitality customers. Our 1,300+ employees provide the customer support, customer success, training, and premium professional services required to adopt Cvent's products and achieve their desired outcomes for hundreds of thousands of customer meetings & events each year. World class customer satisfaction ratings across 1+ million customer touches per year comes from a mature KPI driven culture putting a premium on continuous improvement culture and voice of the customer sensitivity. Our professional services span from lightweight back office functions tasking, up to multi-year statement of work driven premium services engagements with large enterprise customer segments. The ongoing growth trajectory of Cvent has put a focus on scalability, partner program development, and automation initiatives for the Client Services team, while continuing to invest in the customer experience. The successful candidate will be a highly visible leader within the department and enterprise customer segments. Reporting to the Senior Vice President of Client Services, the Professional Services team includes enterprise customer implementation, premium event delivery, worldwide hardware/contractor/logistics, and dedicated paid staffing. What You Will Be Doing: Acts as a business leader; utilizing a strong orientation for service and delivery, provides executive level engagement on our key crossfunctional initiatives in constant dialogue around how to improve, package or market our services. Lead and scale a world-class, multi-discipline services organization. Drive vision, growth strategy, and an execution plan growing our customer-first culture and the development and delivery of global services offerings that address our customers' unique needs Scale the business, maintaining a foundation of operational rigor and execution excellence; activating partners as a path to scale Drive the development of strategic solutions for our clients and manage internal resources to fulfill these strategies on time, on budget and with maximum efficiency of resources. Own the professional services profitability, and all aspects of customer satisfaction related to PS delivery activities globally; take a data-driven approach to manage revenue, profitability, utilization, margin, engagement health, and key technology adoption metrics across our customer base. Establish professional services as thought leaders and experts for how to drive success across people, processes, and technology. Build and refine global practices, standards, and processes that will help us scale to the next level of services growth and customer maturity across new services offerings, staffing, methodologies, and organizational structures. Work across multiple customer-facing teams to drive exceptional customer experience and satisfaction. Define and operationalize service offerings and packages. Support marketing with evangelism activities, including writing blogs, participating in best practice webinars, and speaking at industry events. Enhance morale and the infusion of Cvent culture Maximize employee engagement and develop career pathing Recruit, develop, mentor, and manage a high-performing team supporting enterprise and mid-market customers across implementation and delivery. Collaborate internally with stakeholders from Sales, Success, Support, Partner, and Engineering, and Product teams to drive a customer-centric, frictionless success experience. Ensure world-class quality execution across all engagements. Provide leadership, guidance, and management to continuously improve service and employee engagement while fostering a culture of accountability, ownership, innovation, and inclusion. What You Need for this Position: BS or MS degree or equivalent work experience relevant to functional area, MBA preferred Experience overseeing Fortune 500, client-facing SaaS projects 15+ years of experience as a results-driven Professional Services Leader in the data/infrastructure space Strong organization skills, experience working across large multi-functional teams with indirect influence Proven ability to lead a team at a fast growth company Experience scaling a Services organization that consists of on boarding and enablement services, implementation services, platform extension, and ongoing advisory services that can fully support our customers and GTM team Experience leading global cross-functional teams, including second and third line manager Experience in rapidly scaling a services business by building a foundation for scale, partner activation, and services-led motions A strategic customer-centric leader with strong business acumen and experience in impacting customers' return on investment with technology. A people-focused leader with the ability to build creative, collaborative teams, develop people, and link performance to high growth business objectives Successful track record of growing global services business by aligning and driving strategy with operations across a global organization Proven ability to articulate services value propositions tailored to varying customer needs. Operational excellence while scaling in a high growth environment Ability to engage and influence people cross-functionally Ability to hire, engage, & motivate great talent Experience in a fast-paced environment and ability to reprioritize while focusing on long-term priorities Strong collaboration skills, ability to adapt in a dynamic environment with a passion for making an impact 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. 9