Director, Client Services

1 week ago

Gurgaon, Haryana, India Cvent Full time

Overview:

Cvent is a prominent company in the meetings, events, and hospitality technology sector, boasting over 4,800 employees and serving approximately 22,000 customers globally, with a significant presence among Fortune 500 companies.

Established in 1999, Cvent offers an expansive event marketing and management platform designed for marketers and event professionals. The company also provides software solutions tailored for hotels, special event venues, and destinations to enhance their group/MICE and corporate travel businesses.

Cvent's technology facilitates millions of attendees coming together at events worldwide. In essence, Cvent is reshaping the meetings and events landscape through cutting-edge technology that facilitates human connections.

The essence of Cvent lies in its people, where the company culture prioritizes fostering intrapreneurship - an environment that inspires Cventers to think and operate like independent entrepreneurs, empowering them to take risks, make decisions, and act as though they were the founders of the organization themselves.

At Cvent, we cherish the diverse viewpoints each individual brings to the table, whether collaborating with teammates or engaging with clients, we aim to cultivate a culture that values differences while capitalizing on shared connections.


About Client Services Group:

The Client Services Group comprises a cohesive team of over 900 professionals, including Product Consultants, Project Managers, Graphics Designers, Success Consultants, Quality Analysts, Trainers, and Reporting Analysts.

This tightly knit group of dynamic and enthusiastic individuals is dedicated to providing top-tier customer service and technical support, assisting in the development of web events, mobile app events, surveys, custom reporting, and RFPs for a clientele exceeding 20,000.

Cvent seeks out exceptional individuals with remarkable learning aptitude and a strong drive to succeed. The ideal candidate should exhibit the capacity to think strategically and operationally at both local and global levels. We are on the lookout for individuals who embody a mission-driven, humble, resilient, and creative problem-solving approach.



In This Role, You Will:
  • Implement continuous improvement initiatives to enhance customer experience.
  • Advise and execute the vision and strategy for the Support organization in alignment with organizational goals and in collaboration with other departments.
  • Deliver defined Objectives and Key Results (OKRs), ensuring performance measures align with company objectives through a hands-on approach, identifying gaps, and driving continuous improvement efforts.
  • Develop a proficient team of Managers, Leads & Specialists in a growth-oriented environment, priming the team for future transitions, bolstering the team's adaptability to change, and reducing performance impacts linked to change.
  • Handle headcount planning, budgeting, and initiatives for cost mitigation or investment, being accountable for driving these aspects effectively.
  • Foster employee engagement and a motivating culture, facilitating effective performance management, mentorship, and development to establish an environment where individuals can flourish through accountability, support, and empowerment.
  • Display a data-driven approach to overseeing the function, including defining essential metrics, key performance indicators, and other indicators that reflect the function's efficiency and evolving risk profile.
  • Consistently enhance the customer experience across key channels and products by advocating for the voice of the customer internally, ensuring resources are allocated to amplify customer satisfaction and enable scalability.
  • Leverage exceptional presentation and interpersonal skills to communicate findings and recommendations to the leadership team.
  • Identify and implement innovative changes to drive efficiencies and deliver superior customer experiences while ensuring compliance with business requirements.
  • Stay abreast of developments in the event industry, applying standard methodologies to areas warranting improvement and undertaking additional duties and responsibilities as needed.

What Does Success Look Like in Your First 12 Months:

Within the first year, establish a robust model encompassing all aspects of recruitment, training, and support processes, clearly defining and documenting each facet.

Cultivate collaborative relationships with other stakeholders to drive operational enhancements using pertinent data sources that enhance the customer experience.

Institute a robust governance model for the team, working closely with key stakeholders to ensure adherence to established policies and procedures, ultimately delivering an exceptional experience for our customers.

Align efforts to organizational and functional objectives, mentoring leaders and managers to ensure effective succession planning and optimal talent management practices in partnership with HRBP.

Thoroughly assess, refine, and deploy service offerings, embodying the role of 'Voice of Customer' and 'Voice of Business,' actively steering critical business programs and ensuring their seamless execution.


Here's What You Need:
With over 15 years of experience in customer support operations and a minimum of 8 years in service delivery and managing sizable teams, you possess a strong foundation in scaling and constructing operational teams, encompassing personnel, processes, and programs. A capable leader, executor, motivator, and decision-maker with a consistent track record of effective collaboration across all organizational levels, you have navigated B2B customer operations, preferably in the US/EU.

You demonstrate a results-driven, forward-thinking approach, adept at solving complex issues to achieve shared goals across internal and external teams. Capable of formulating and articulating a clear vision and strategy, you communicate strategic directives effectively. Your ability to interpret qualitative and quantitative data to draw actionable insights in a structured manner sets you apart.

You possess an in-depth understanding of industry best practices, processes, and performance indicators. With extensive experience in product support, particularly within SaaS companies generating at least $200 million in revenue, you are a motivational leader attuned to the needs of both employees and clients.

Near-native fluency in English, coupled with a track record of career progression within client service management, is advantageous. You excel in tracking key performance metrics and leveraging data for informed decision-making.

Displaying leadership traits and proficiency in motivation theories, you are highly adept with Microsoft Office and possess a penchant for data analysis and trend interpretation. Superior presentation skills, an entrepreneurial mindset, and adaptability to dynamic changes are part of your repertoire.

We acknowledge that individuals bring a wealth of experience and skills beyond mere technical requirements. If your background closely aligns with the outlined criteria, we strongly encourage you to apply. Diversity in experience and skills, combined with a passion for innovation and excellence, is integral to our ethos; thus, we welcome applications from all backgrounds.

  • Associate Director/ Client Services

    1 week ago

    Gurgaon, Haryana, India MetrixLab Full time

    About us: MetrixLab is a fast-growing global market research and insights company that's challenging the status quo of insights. By blending evolving technology with passionate experts, MetrixLab helps global and local brands to drive more impact, and forges partnerships to drive sustainably equitable growth. From creative testing to brand tracking, and...

  • Client Servicing Executive

    1 week ago

    Gurgaon, Haryana, India Brand Street Integrated Consultancy Network Full time

    Brand Street Integrated Consultancy Network Private Limited in Gurugram is seeking a full-time Client Services Representative to join our team on-site. As a Client Services Representative for Merchandising, your primary focus will be on guaranteeing customer satisfaction through exceptional service delivery. This key role involves overseeing client accounts,...

  • Client Services Manager

    1 week ago

    Gurgaon, Haryana, India Cvent Full time

    As a Manager, you will be responsible for: Position Duties: Manage a team of approximately 50 plus high end product support consultants in a B2B environment. Manage and maintain key SLAs during US hours. Responsible for the development and management of staff members, Tier 1 and Tier 2 level management personnel. Recruit and groom future team members.Devise...

  • Client Services Manager

    1 week ago

    Gurgaon, Haryana, India Cvent Full time

    As a Manager, you will be responsible for:Position Duties:Manage a team of approximately 50 plus high end product support consultants in a B2Benvironment.Manage and maintain key SLAs during US hours.Responsible for the development and management of staff members, Tier 1 and Tier 2 levelmanagement personnel.Recruit and groom future team members.Devise and...

  • Director – Corporate Services

    1 week ago

    Gurgaon, Haryana, India Corporation Service Company Full time

    Position Title : Director Corporate Services Location : Gurugram, Haryana Work Hours : 45 hours per week Work Mode : Onsite Position Overview: We are seeking an accomplished professional to join our leadership team as a Director, responsible for driving Global Business Development, Financial Strategy, and providing overall leadership in...

  • Director/AVP, Client Services

    1 week ago

    Gurgaon, Haryana, India Cvent Full time

    Overview: About Cvent: Cvent, Inc. ( ) is the world's leading provider of cloud-based software for meetings and event management. Our platform of products includes software to manage and facilitate online event registration, meeting site selection, event management, e-mail marketing and web surveys. We also develop mobile apps for both corporate and...

  • Associate Director

    1 week ago

    Gurgaon, Haryana, India Interactive Avenues Full time

    Client Servicing: Associate Director /Account Director Seniority Level: Senior Level Years)Job Function: Advertising, Client Management Employment Type: Full Time Job description Position Summary We are looking for you - The, Account Director has ultimate accountability for the effectiveness of the entire Client Servicing team.An Account Director looks...

  • Client Servicing Executive

    1 week ago

    Gurgaon, Haryana, India MSMARCOM Full time

    1. Looking after key account management activities by closely working with client managers and directorsServing as the link of communication between key customers and internal teamsActing as a point of contact (POC) for the handling vendors across all states.Maintaining a healthy and cordial relationship to ensure a long-term relationship with the...

  • Associate Director

    1 week ago

    Gurgaon, Haryana, India Interactive Avenues Full time

    Client Servicing:Associate Director /Account DirectorSeniority Level:Senior Level Years)Job Function:Advertising, Client ManagementEmployment Type:Full TimeJob descriptionPosition SummaryWe are looking for you - The, Account Director has ultimate accountability for the effectiveness of the entire Client Servicing team. An Account Director looks beyond the...

  • Associate Director

    1 week ago

    Gurgaon, Haryana, India Mediabrands Full time

    Account Management :Associate Director /Account DirectorSeniority Level:Senior Level Years)Job Function :Advertising, Client ManagementEmployment Type:Full TimeJob descriptionPosition SummaryWe are looking for you - The, Account Director has ultimate accountability for the effectiveness of the entire Client Servicing team. An Account Director looks beyond...

  • Art Director

    1 week ago

    Gurgaon, Haryana, India Havas Worldwide India Pvt Ltd Full time

    Description :Art Director utilizes art direction skills to develop innovative solutions that contribute to the creative product in both traditional and digital media channels. The Art Director works closely with creative management, account team, strategic planning and are responsible for the successful conceptualization and execution of creative...

  • Client Services

    1 week ago

    Gurgaon, Haryana, India Bravura Solutions Full time

    Bravura's Commitment and Mission At Bravura Solutions, collaboration, diversity and excellence matter. We value your ideas, giving you room to be curious and innovate in an exciting, fast-paced, and flexible environment. We look for many different skills and abilities, as well as how you can add value to Bravura and our culture. As a Global FinTech...

  • Director

    1 week ago

    Gurgaon, Haryana, India Mancer Consulting Services Full time

    Position: DirectorLocation: GurgaonExperience: Over 15 YearsRequired Skills:Technology RiskIT RiskCloud RiskRisk Assessment and ManagementAdditional Skills: People Management & Stakeholder Management

  • Associate - Client Services

    1 week ago

    Gurgaon, Haryana, India FRI FIL India Business and Research Services Private Limited Full time

    Description Title Associate / Senior Associate - Customer Relations Department Client Services Location Gurgaon Reports to Assistant Manager/Team Lead - Customer Relations Level Client Services Operations - 1 We're proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working...

  • Service Delivery Lead

    1 week ago

    Gurgaon, Haryana, India FRI FIL India Business and Research Services Private Limited Full time

    DescriptionWithin the Workplace Investing department, the Service Delivery team is the front-facing team responsible for serving Defined Contribution full service pension administration clients and Trustees, handling all aspects of the operational relationship. As part of this dynamic team, you will contribute significantly to fostering client relationships...

  • Associate - Client Services

    1 week ago

    Gurgaon, Haryana, India FRI FIL India Business and Research Services Private Limited Full time

    Description Title Associate Department Client Services Location Gurgaon Reports To Team Lead Level 1 We're proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our team and feel like you're part of...

  • Moksha - Creative Art Director

    1 week ago

    Gurgaon, Haryana, India Moksha Financial Services Pvt Ltd Full time

    Designation - Creative Art Director - HeadExp - Min 8 yearsSalary - Open to discussLocation - Gurgaon Share your work portfolio link in your resume Candidates with a Less Notice period will be preferred Work activities may vary depending on the size of the agency or company and the number of clients, but responsibilities include:Building an environment for...

  • Director Of Client Relations

    1 week ago

    Gurgaon, Haryana, India Expand My Business Full time

    Who We AreExpand My Business (EMB) is Asia's largest B2 B managed marketplace for digital services, serving clients globally across three core categories: IT Development, Marketing, and Resource Augmentation.We are backed by top global investors including Alphawave Global, DST Global, Chiratae, and Tanglin and we raised $17 Mn as part of series A.We are the...

  • Director, Risk Consulting

    1 week ago

    Gurgaon, Haryana, India RSM Full time

    We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You'll...

  • Director, Compliance

    1 week ago

    Gurgaon, Haryana, India GLG Full time

    Position Summary The GLG Compliance team is looking to hire a Gurugram-based Director of Compliance. This is an excellent opportunity for an experienced, client-centric professional to lead, coach, and support local compliance professionals, drive exceptional performance, take a primary role in assessing and implementing process improvements, and engage...