Cvent is a leading provider of meetings, events, and hospitality technology solutions worldwide. With over 4,700 employees and nearly 21,000 customers, Cvent provides a comprehensive event marketing and management platform for event professionals, along with technology solutions that help hotels, venues, and destinations grow their group, MICE, and corporate travel business. Cvent is built on a culture of intrapreneurship, agility, innovation, and customer obsession.

• Lead and develop a team of approximately 40+ Service Delivery Analysts, Business Analysts, Project Managers, and people managers across multiple lines of business and platforms.
• Own the portfolio of projects and services engagements, ensuring strong performance across timeliness of deliverables, quality of client deliverables, customer satisfaction, scope adherence, and project health
• Manage key operating metrics including burn rate, utilization, gross margin, project profitability, throughput, cost-to-serve, and portfolio risk, and take corrective action where required.
• Work closely with the team to establish and evaluate all aspects of project management, including scope, cost, risk, schedule, resource allocation, change control, and stakeholder alignment.
• Identify expansion opportunities for current services and additional services opportunities for existing clients, partnering with Customer Success and Sales to improve adoption, renewal readiness, and NRR.
• Reduce delivery-led churn risk by improving implementation quality, accelerating time-to-value, and strengthening executive alignment, thereby supporting GRR improvement.
• Conduct Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) with the Head of Client Services and other senior stakeholders, using business storytelling to connect operational and financial metrics to strategic actions and decisions.
• Present clear, executive-ready narratives that marry business numbers with recommendations, including trends across burn rate, margin, cost-to-serve, service quality, customer sentiment, expansion potential, and delivery risk.
• Serve as a key representative for the team across India Client Services and partner departments, building strong stakeholder relationships across Customer Success, Sales, Support, Product, HR, Operations, and Talent Acquisition.
• Write and conduct performance evaluations, coach managers and individual contributors, and improve team efficiency, capability, and bench strength.
• Develop and manage people managers, project managers, and service delivery analysts while fostering a culture of accountability, ownership, and continuous improvement.
• Help develop and improve internal processes, governance standards, templates, review cadences, and quality mechanisms that scale with business complexity.
• Maintain strong understanding of Cvent products, delivery motions, and customer use cases to fully support the team in their roles and improve solution quality.
• Champion pragmatic use of AI and automation to improve productivity, documentation quality, meeting follow-through, knowledge access, and operational efficiency across Professional Services.

Core KPIs for the Role

• A proactive, forward-thinking leader with the ability to improve the client experience while balancing business outcomes and delivery economics.
• Bachelor’s degree or equivalent applicable experience.
• Minimum 12+ years of work experience in product or project support roles in consulting, customer service, professional services, or IT/Tech project management within a SaaS or product-led environment.
• Minimum 5 years of people management experience, including leading large teams and developing managers.
• Strong stakeholder management skills, with the ability to influence leaders across Client Services, Customer Success, Sales, Support, Product, HR, Operations, and Talent Acquisition.
• Well-versed in modern workforce management practices, QA processes, service governance, and operational review cadences.
• Ability to track key performance metrics and implement solutions to improve client outcomes, financial performance, and service delivery efficiency.
• Excellent presentation, analytical, and project management skills, with the ability to convert business metrics into a clear, compelling story for leadership audiences.
• Excellent written and spoken communication skills in English.
• Strong solution-oriented and organizational skills with high execution rigor.

AI and Digital Readiness Expectations

• The ideal candidate should demonstrate strong awareness of how modern AI can improve delivery, customer operations, and internal productivity in a product-based company.
• The candidate should understand how basic AI infrastructure works in an enterprise environment, including data foundations, model access, workflow orchestration, cloud platforms, security, and governance.
• The candidate should have working familiarity with current enterprise AI tooling and platforms that improve productivity and decision-making, including Microsoft Azure, enterprise knowledge and search tools, meeting summary and action-capture tools, sentiment and escalation monitoring tools, and workflow assistants.
• The candidate should also understand the five stages of Artificial Intelligence: LLM, Agentic AI, Multi-Agent Systems, AGI (Artificial General Intelligence), and Super Intelligence.
• The expectation for this role is practical application: using AI and automation to make work easier, faster, more consistent, and more scalable across Professional Services.

Role Impact

In this role, you will play a critical role in the success of Cvent by leading a large delivery team, strengthening operational and financial discipline, improving customer outcomes, and helping Professional Services scale as a strategic lever for retention, expansion, and long-term client value.