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Professional Services Team Lead

Experienced

Cvent | Client Services | Tysons Corner, VA

The Professional Services Team Lead can effectively communicate with team members, leadership, and clients in both written and verbal form. The position requires a very dynamic professional who can be a liaison with other teams and departments in a professional manner. The team lead’s time will be divided between leading client projects, people management, and other miscellaneous duties to support the organization. In the people leader capacity, the team lead is responsible for measuring and managing key performance metrics, delivering feedback through coaching sessions, and understanding and acting on customer satisfaction feedback for the dedicated staff direct reports. As an individual contributor, the team lead is responsible for project management, coordination and execution of project tasks, and ensuring timely completion of key milestones within scope.

Position Duties

  • Manage, motivate and develop direct reports
  • Provide guidance and support on best practices
  • Ensure all service level expectations for all dedicated team members are being met based on the client’s guidelines
  • Drive improvement through performing coaching sessions and delivering feedback on the quality of the individual’s performance
  • Ensure peer review quality checks are performed in a timely manner
  • Monitor staff’s utilization
  • Conduct structured 1:1s with team members to review client priorities, projects and performance objectives and goals
  • Recruit and train direct report new hires
  • Act as the main point of contact to the dedicated client for all staffing related items, including but not limited to, participation in regularly scheduled account team meetings, receiving feedback on the staff’s performance and obtaining satisfaction scores
  • Responsible for approving Timesheets, Expense Reports, ADP Timecards and PTO requests
  • Conduct annual performance reviews and performance improvement plans when necessary
  • Report on team accomplishments, highlights, and lowlights, in monthly and quarterly state of the business presentations and newsletters
  • Manage client escalations, handling them through resolution
  • Lead implementation projects across a variety of products on the Cvent platform
  • Gather, evaluate, and organize client requirements to prepare appropriate estimates and statements of work
  • Coordinate client project meetings, engaging with team members in other business lines as necessary to bring the appropriate expertise to the project
  • Develop PPT presentations, training materials, and other implementation documentation
  • Continuously strive to improve processes to increase efficiency and enhance the customer experience

Candidate Requirements

  • 5-8 years of overall work experience, preferred people management 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
  • Excels at establishing and maintaining relationships
  • Enthusiastic and engaged leader with the ability to inspire others
  • Excellent interpersonal skills; must be a strong communicator at all levels
  • Demonstrates skill, knowledge and understanding of company, products, and process
  • Proven success at challenging team members to innovate and improve continuously
  • Demonstrates ability to manage quality and productivity through continuous improvement and variation management
  • Demonstrates personal excellence, accountability and integrity
  • Ability to track key performance metrics and implement solutions to meet customer needs
  • Microsoft Office software proficiency, with strong Excel, Word and PowerPoint skills
  • Demonstrate aptitude for learning and applying new technologies and applying general and industry specific business knowledge in a fast paced, analytical and team-oriented environment
  • Eagerness to perform a range of activities as they pertain to implementations or departmental goals

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