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Assistant Team Lead/Team Lead, Onsite Solutions

Experienced

Cvent | Client Services | Tysons Corner, VA

About this Opportunity

We are looking for an Assistant Team Lead/Team Lead within our Onsite Solutions division to manage, coach and lead a group of our Project Coordinators. The successful candidate will be responsible for managing the quality, productivity and day to day of the team.  The Project Coordinator team serves as our clients’ primary point of contact while they are using Cvent’s Onsite Solutions offerings. This team is responsible for an expert-level of product knowledge to ensure our clients are able to realize the full benefits of Cvent’s software.

Key Responsibilities

  • Manage, motivate and develop a team of Project Coordinators (PCs)
  • Drive improvement of PCs through performing coaching sessions and delivering feedback on the quality of strategic customer interactions
  • Determine team member’s goals and assignments based on strong knowledge of individual’s strengths, weakness and interests
  • Coordinate and assign recourses for client training sessions, user groups, strategic tasks and special projects
  • Manage day to day operations of team through real time management
  • Manage client escalations, handling them through resolution
  • Conduct annual performance reviews and performance improvement plans when necessary
  • Prepare and present monthly and quarterly business reviews to the SVP of Client Services
  • Prepare budget and headcount forecasts based on needs of the business and sales projections
  • Work closely with other departments such as Sales, Marketing, PMO and Technology on key company strategies and projects
  • Drive strategic initiatives that enhance the customer experience and company goals
  • Manage and coordinate recourses to assign to client training sessions, user groups, strategic tasks and special projects
  • Manage a small number of project load per quarter
  • Perform interviews with PC candidates and make hiring decisions to fill open positions
  • Travel to client sites, events or other Cvent offices when necessary; up to 30% travel required

Candidate Requirements

  • Five years minimum of overall work experience
  • Customer focused and committed to service excellence; aims to exceed customer expectations
  • Previous experience in B2B client relationship, account management or other client facing roles
  • Demonstrates strong leadership and people management skills
  • Enthusiastic and engaged leader with the ability to inspire others
  • Excellent interpersonal skills; must be a strong communicator at all levels and be able to present in large meetings to key stakeholders
  • Demonstrates skill, knowledge and understanding of company, products, and process
  • Contributes to a climate of innovation and continuous improvement to achieve Cvent’s goals
  • Demonstrates ability to manage quality and productivity through continuous improvement and variation management
  • Demonstrates personal excellence, accountability and integrity
  • Analytical and process-oriented mindset
  • Ability to track key performance metrics and implement solutions to meet customer needs
  • Microsoft Office software proficiency, with strong Excel, Word and PowerPoint skills
  • CRM automation products such as Salesforce.com is a plus
  • Exposure to operational frameworks that focus on data-driven measurement, customer satisfaction scoring of service delivery is a plus

EEO[/AA]Minorities/Females/Disabled/Veterans
Cvent maintains a drug-free workplace