Client Services Manager

Cvent, Inc. (www.cvent.com) is the market leader of on-demand event management software and strategic meetings management solutions. Founded in 1999, Cvent is an 900-person, profitable and growing technology company headquartered in McLean, VA with international operations. Cvent offers web-based software solutions for online event registration, event management, meeting site selection, email marketing and web surveys.

Cvent is built on a Microsoft .net platform and is a Software-As-A-Service (SAAS). Cvent has invested $25 million developing our products and has built a customer base of over 7,500 organizations worldwide. Representative customers include KMPG, Rolls Royce, American Marketing Association, Walmart, ExxonMobil, Harvard University, United Way and Siemens.

Job Description

The Client Services Manager 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 customers (Fortune 500 companies and big associations in US, Europe, Australia and Asia). Exposure to managing cross cultural teams will be an added advantage because Cvent has international operations of its Client Services department which includes 24x7 customer support by 90 product consultants. This position involves international travel to our service delivery center during the year.

Client Services Team

Our team of 90 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.

Position Duties:

·         Directly manage a team of relationship managers 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

Candidate Requirements:

·         Bachelor’s degree required.

·         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

·         Very good presentation skills

·         Multi-channel support experience preferred

·         Ability to create and manage training plans

Company Overview

Cvent, Inc. (www.cvent.com) is the market leader in web-based event management and strategic meetings management software. We are a 900 person, growing and profitable software company headquartered in the Washington DC area. Cvent helps over 35,000 planners manage 275,000 events, surveys and marketing campaigns. Our users have sent over 500 million event invitations, processed $1 billion in online payments and managed over 10 million event registrations and responses using Cvent's software. The meetings industry is the 22nd largest industry in the U.S, and is valued at over $50 billion dollars per year. The surveying or market research industry is an $8 billion dollar per year market.

Company Background: We started the company in 1999 and currently have 900 employees worldwide. Based in McLean, Virginia Cvent has been consistently profitable for the past 24 consecutive quarters. We have grown 45% over the past 7 years and we are the only major company in our industry that is consistently profitable. We have a significant international operation and about 15% of the US staff will have an opportunity to go overseas on several-months-long assignments. Over the past 3 years, we sent over 75 US employees for short-term assignments in our international office.

Management Team: We have eleven people in senior management. We are very experienced in our particular areas as ten of the eleven members of senior management have been with the company since inception almost nine years ago. We are all in the early prime of our careers and most of us have advanced degrees (Harvard Business School, Wharton, Georgetown Law, and Duke Law). We believe in hiring people based on talent, not years of experience. We are motivated and very hungry to grow our company. We promote people on performance and we invest aggressively in our people.

Investors: We raised $17 million in venture capital in 2000. Our investors include institutional venture capitalists and angel investors such as the CEO of Nortel, CEO of Nextel, CEO of Bell Atlantic, CEO of AOL, and worldwide Chairman of McKinsey Consulting. We have over 30 publicly traded CEO’s who have personally invested in the company; we view this as an endorsement of the product and team.

Customers: Cvent has over 7,500 customers and 80,000 users in over 35 countries. Nearly 70% of our revenue comes from corporate customers. Approximately 30% of our revenue comes from associations, non-profits and universities. Representative customers include KPMG, The World Bank, Rolls Royce, American Marketing Association, Walmart, ExxonMobil, Yahoo, Harvard University, United Way, BMW, and Siemens.

Products: Cvent is built on a Microsoft .net platform and is an On-Demand Application Service Provider (ASP). We have invested $25 million in building our products and have run hundreds of thousands of events, millions of event registrations, and hundreds of millions of email invitations. Cvent offers a next generation product suite of Event Management (online registration, e-marketing, reporting, travel capabilities, and supplier sourcing), Web Surveys, and Email Marketing.

Awards: Cvent has received a number of recognitions for our strong company culture, consistent and impressive growth, visionary leadership, and investment in our employees. These include:

·         Washington Business Journal’s Top 50 Best Places to Work in the greater DC area for 2009-2010 - This award recognizes the company’s achievements in creating a positive work environment that attracts and retains employees through employee satisfaction, growth opportunities, working conditions and company culture.

•          Washingtonian Magazine’s 2009-2010 “Great Places to Work.”

•          Deloitte & Touche ranked Cvent as one of the Fastest 50 Growing Companies in Virginia.

•          Our CEO was just named 2009-2010 Ernst & Young’s Greater Washington Entrepreneur of the Year.

•          Washingtonian Magazine just named our CEO as one of the 100 Tech Titans.

Training: Cvent invests heavily in our people. New hires have the unique experience of beginning employment together as a class.  During our 8 weeks of training they will learn about our company, our products, and our culture. New hires will have the opportunity to interact with senior management and participate in company sponsored social events.

Benefits: Cvent offers a comprehensive benefits package. We provide free healthcare, dental, and vision insurance as well as free long-term disability and life insurance coverage. We also provide a Fidelity 401K retirement savings plan. Employees receive 3 weeks of Paid Time Off (PTO), 8 holidays, and free parking. Cvent heavily subsidizes a Sport and Health Club membership. All employees receive stock options in the company. Cvent is an Equal Opportunity Employer.