The Client Services Director reports directly to the Senior Vice President of Client Services and Relationship Management. The position requires a very dynamic and experienced person who can manage high performance client relationship professionals and ensure a high level of quality of service to our clients. Exposure to managing cross cultural teams will be an added advantage because Cvent has international operations of its Client Services department which includes 24x5 customer support by over 180 product consultants. This position involves international travel to our service delivery center during the year.
Client Services Team
Our team of over 180 Product Consultants and Relationship Managers is a close-knit group of dynamic and high-energy professionals. Cvent hires bright people who are willing to learn and are extremely motivated to succeed. Most of our team has received their Bachelor degrees within the last few years. We have people from various educational backgrounds including, but not limited to business, psychology, communications and computer information systems.
This position has opportunity to travel to Cvent's international offices to provide training and mentoring to our global Client Services team.
Directly manage a team of client services professioanls and ensure metric realization
Devise and execute performance reports to ensure high level of performance
Responsible for managing clients relationships with strategic clients of Cvent, Inc directly
Coach, mentor, provide feedback and improve the skill set and productivity of the team
Identify, innovate and execute business ideas to improve service delivery and improve client retention ratio of the company
Recruiting and training future team members
Initiate, manage, take ownership of strategic dialogues with other teams, divisions on different areas of service management and delivery
Involvement in appraisal and career planning of employees
Draw up reports for the analysis of senior management and make presentations
Represent the team in senior management meetings along with the head of the division
Bachelor's degree required.
6 â€" 10 years of relevant experience.
Should have managed a team of 5 or more
Managerial skills and prior experience in event planning/ event management/ software services/travel/tourism/hospitality sector is a plus
Ability to track key performance metrics and take business decisions
Draw up business case for action, time plan for execution and present to the Senior Vice President for approval and execution
Ability to identify, model and implement solutions for business situations and client needs
Manage communication with internal and external clients
Leadership skills and traits with a fair understanding of motivation theories
Very good relationship management skills with a few years experience in this domain
Very proficient with software packages of Microsoft Office
Aptitude for data analysis and perform trend analysis