VP / SVP, Client Services Hospitality Cloud

About CventCvent is a leading meetings, events, and hospitality technology provider with more than 5000 employees and ~22,000 customers worldwide, including 53% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world.

In short, we're transforming the meetings and events industry through innovative technology that powers human connection. The DNA of Cvent is our people, and our culture has an emphasis on fostering intrapreneurship – a system that encourages Cventers to think and act like individual entrepreneurs and empowers them to take action, embrace risk, and make decisions as if they had founded the company themselves. At Cvent, we value the diverse perspectives that each individual brings.

Whether working with a team of colleagues or with clients, we ensure that we foster a culture that celebrates differences and builds on shared connections. About the RoleWe are seeking a highly motivated and experienced Client Services Senior Leader to lead and inspire a global team of 250+ professionals. In this critical role, you will be responsible for the overall success of our client relationships, ensuring customer satisfaction and driving long-term value.

You will play a pivotal role in shaping our client services strategy, optimizing operational excellence, and fostering a high-performing and customer-centric culture. Key ResponsibilitiesLeadership & Team Management: Lead, mentor, and develop a high-performing global team of 250+ client services professionals, including customer success managers, onboarding experts, Professional Services team and technical support specialists. Thought leader who understands the hospitality industry and client services function Foster a collaborative and inclusive team environment that emphasizes teamwork, communication, and continuous improvement.

Define clear performance expectations, conduct regular performance reviews, and provide ongoing feedback and coaching. Attract, hire, and retain top talent within the client services organization. Client Relationship Management: Build and maintain strong, long-term relationships with key client stakeholdersat all levels, including C-suite executives, hotel owners/operators, and key decision-makers.

Proactively identify client needs and anticipate potential challenges. Develop and execute strategic client engagement plans to maximize customer value and retention. Effectively manage client escalations and ensure timely resolution of client issues.

Operational Excellence: Define and implement best-in-class client service processes and methodologies across all client touchpoints. Drive continuous improvement initiatives to enhance client satisfaction, operational efficiency, and overall service delivery. Leverage data and analytics to monitor key performance indicators (KPIs), identify areas for improvement, and track the overall health of the client portfolio.

Implement and maintain robust client service systems and tools. Industry Expertise: Demonstrate a deep understanding of the hospitality industry, including hotel and venue operations, business models, revenue management strategies, RFP processes, and the competitive landscape. Possess strong knowledge of the technologies and processes used by hotels and venues, such as property management systems (PMS), customer relationship management (CRM) systems, and revenue management systems (RMS).

Leverage industry knowledge and best practices to advise clients on optimizing their use of our technology solutions. Strategy & Innovation: Develop and execute the long-term client services strategy, aligned with the overall business objectives. Identify and explore new opportunities to enhance the client experience and drive customer loyalty.

Stay abreast of industry trends and emerging technologies to ensure our client services remain competitive and innovative. Qualifications & ExperienceBachelor's degree in Hospitality Management, Business Administration, Computer Science, or a related field20+ years of total experience across Customer Success, relationship management, Business Development, Service delivery with exposure to Hospitality industryProven experience leading and managing large global teams (100+ span) Deep understanding of the hospitality industry, including hotel and venue operations, business models, and technology. Excellent communication, interpersonal, and presentation skills.

Strong analytical and problem-solving skills with the ability to analyze data and identify trends.