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Team Lead/Assistant Team Lead, Client Services

Experienced

Cvent | Client Services | London,

We are looking for a Team Lead/Assistant Team Lead to take on leadership responsibilities within the Event Client Success team. The successful candidate will be responsible for coaching, mentoring, internal training, resource coordination, and developing new team members. Additionally, the Team Lead/Assistant Team Lead will also continue client management responsibilities with a reduced account load. The ideal candidate for this position must be a customer focused high performer, who can multitask, and is committed to the continuous improvement of the business, our customers, and our team.

This individual must possess a strong ability to mentor, train, and help develop Client Success Consultants. In addition, a successful candidate proposes new and creative ideas, owns and contributes to strategic initiatives, possesses highly effective communication skills and the ability to motivate team members. The successful candidate will also spend time managing a portfolio of their own clients, in addition to other designated tasks. 

Position Duties

  • Coach and mentor Client Success Consultants on client calls
  • Train new and existing team members to enhance their knowledge of the product and customer success activities
  • Recruit and interview new team members
  • Produce and maintain internal training documentation and processes
  • Identify improvements and assist in the implementation of strategic goals to enhance the client experience
  • Coordinate resources, projects and strategic initiatives
  • Provide insight and feedback on performance reviews and career development
  • Manage a reduced portfolio of accounts

Candidate Requirements

  • Bachelor’s degree required
  • 4+ years of experience in client services, customer support 
  • Excellent communication skills (verbal and written)
  • Strong knowledge of the Cvent platform and organizational structure
  • Ability to work in a dynamic, fast-changing entrepreneurial environment
  • Ability to give constructive feedback to team members to help them improve in their role
  • Ability to work within a team to achieve company and department specific goals
  • Strong business acumen, ethics and high integrity
  • Able to work with MS Office Suite (Word, PowerPoint, Excel) and Salesforce.com or similar contact management software