Cvent is a leading meetings, events, and hospitality technology provider with more than 5,500+ employees and ~30,000 customers worldwide, including 60% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, we’re transforming the meetings and events industry through innovative technology that powers human connection.

Headquarters in Tysons Corner, Virginia, Cvent (formerly NYSE: CVT) was acquired by Blackstone and Vista for $4.6B in 2023.

Cvent's strength lies in its people, fostering a culture where everyone is encouraged to think like entrepreneurs, taking risks and making decisions confidently. We value diverse perspectives and celebrate differences, working together with colleagues and clients to build strong connections.

Cvent is redefining the meetings and events industry through technology that advances human connection.

AI at Cvent: Leading the Future

Are you ready to shape the future of work at the intersection of human expertise and AI innovation? At Cvent, we’re committed to continuous learning and adaptation—AI isn’t just a tool for us, it’s part of our DNA. We’re looking for candidates who are eager to evolve alongside technology. If you love to experiment boldly, share your discoveries, and help define best practices for AI-augmented work, you’ll thrive here. Our team values professionals who thoughtfully integrate AI into their daily work, delivering exceptional results while relying on the human judgment and creativity that drive real innovation.
Throughout our interview process, you’ll have the chance to demonstrate how you use AI to learn, iterate, and amplify your impact. If you’re excited to be part of a team that’s leading the way in AI-powered collaboration, we’d love to meet you.

About the role:

We are seeking an experienced and dynamic AVP of Professional Services to lead our growing Professional Services team. The ideal candidate will have a proven track record of successfully leading professional services functions in the SaaS industry, ensuring our clients receive exceptional service and are set up for long-term success. This role will be pivotal in driving customer adoption, increasing retention, and delivering measurable value through expert-led service engagements.

You will manage the delivery of high-quality services to our clients, which includes implementation, training, consulting, and strategic guidance. As an AVP, you will collaborate closely with product, engineering, sales, and customer success teams to align client needs with the company’s strategic goals.

• Leadership & Team Management:

o Lead and develop a high-performing Professional Services team, fostering a culture of excellence, accountability, and continuous improvement.
o Provide coaching, mentorship, and career development to professional services leaders and project managers.
o Hire, onboard, and retain top talent to support our expanding client base and service offerings.
o Define clear roles, responsibilities, and performance metrics for the Professional Services team.

• Client Delivery & Success:

o Oversee the successful delivery of project implementations, and post-implementation services for clients.
o Drive the adoption of the company's SaaS solution and ensure projects are completed on time, within budget, and to the highest standards.
o Establish and refine best practices for delivery methodologies, including project management, technical support, and training processes.
o Manage the relationship with key clients, ensuring a high level of satisfaction and engagement.
o Act as an escalation point for complex client issues and collaborate with other teams to resolve challenges quickly.

• Strategic Planning & Process Improvement:

o Collaborate with internal teams (sales, Account management, product, and customer success) to shape the company’s service offerings and roadmap.
o Identify opportunities for service automation, process efficiency, and innovation to improve service delivery and scalability.
o Ensure the development and maintenance of scalable tools and resources to support successful project delivery.
o Analyze service performance data to identify trends and implement proactive solutions to enhance client experiences.

• Financial Management:

o Develop and manage the Professional Services budget, ensuring that resources are allocated efficiently and effectively.
o Monitor and improve the profitability of service delivery engagements while maintaining high client satisfaction.
o Drive a client-first approach while balancing operational and financial goals.

• Customer Advocacy & Collaboration:

o Act as a trusted advisor to clients, leveraging deep product knowledge and industry insights to help them achieve their desired outcomes.
o Build strong, lasting relationships with senior stakeholders at client organizations.
o Collaborate with the sales and customer success teams to identify opportunities for account expansion and cross-selling services.

• Reporting & Metrics:

o Develop and manage key performance indicators (KPIs) for the Professional Services team, including customer satisfaction, project timelines, and service quality.
o Regularly report on the status of project implementations, resource utilization, and team performance to the executive leadership team.

Key Skills & Competencies

• Leadership & Team Management:

o Strong people management skills, with a proven experience of managing diversified teams/verticals globally, and also to lead, and develop high-performance teams.
o Excellent coaching and mentoring abilities to nurture talent and enhance team capabilities.
o Ability to inspire and motivate teams toward a common goal, fostering a collaborative environment.

• Project & Program Management:

o Expertise in managing large-scale, complex implementations with a focus on SaaS solutions.
o Ability to lead multiple simultaneous projects while ensuring high standards of execution with proven ROI.
o Proficient in project management methodologies (Agile, Waterfall, etc.) and tools (Wrike, Jira, Asana, Trello, etc.).
o Skilled in managing scope, timelines, budgets, and customer expectations.

• Client Relationship Management:

o Exceptional interpersonal skills and the ability to build strong relationships with clients and stakeholders.
o Strong negotiation and conflict resolution skills, with the ability to balance client demands and business needs.
o Excellent written and verbal communication skills for clear and concise client presentations and internal communications.

• SaaS Expertise & Technical Acumen:

o Deep understanding of SaaS solutions, cloud technology, and enterprise software deployments.
o Ability to translate technical features and capabilities into business outcomes for clients.
o ong understanding of technical implementation challenges and how to address them effectively.

• Financial & Resource Management:

o Experience with budgeting, forecasting, and managing professional services financials.
o Ability to optimize resource allocation while meeting client needs and internal goals.

• Process Improvement & Innovation:

o Proven track record of improving and scaling service delivery processes through digital transformation initiatives.
o Knowledge of continuous improvement methodologies (AI, ML, RPA.) is a plus.
o Strong analytical skills to assess performance, identify gaps, and drive innovation.

What You Need For This Position:

• Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience).
• 20+ years of Total Work Experience
• 8+ years of experience in professional services, with at least 10 years in a leadership position.
• Proven track record in leading SaaS implementations and customer success initiatives.
• Experience working with cross-functional teams (sales, product, engineering) in a fast-paced SaaS environment.
• PMP, ITIL, or other relevant certifications are a plus.
• Strong understanding of SaaS business models and subscription-based services.
Additional Skills (Nice to Have)
• Advanced degree (MBA or relevant technical master’s degree).
• Experience in a specific vertical or industry (e.g., healthcare, finance, etc.) is a plus.
• Familiarity with emerging technologies such as AI, machine learning, or data analytics.