Manager - Professional Services

Our Culture and Impact 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 the human connection.   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.   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.   As a Manager, Professional Services, you will lead a large, high-performing delivery organization responsible for implementation excellence, customer outcomes, and operational efficiency across a portfolio of Cvent clients. This is a strategic people-leadership role with direct accountability for service quality, timeliness, client satisfaction, utilization, burn rate, gross margin, and cost-to-serve. You will partner closely with Customer Success, Sales, Support, Product, HR, Operations, and Talent Acquisition to ensure Professional Services drives faster time-to-value, stronger adoption, and measurable influence on GRR and NRR through high-quality delivery and expansion readiness. In This Role, You Will: Lead and develop a team of approximately 40+ Service Delivery Analysts, Business Analysts, Project Managers, and people managers across multiple lines of business and platforms. Own the portfolio of projects and services engagements, ensuring strong performance across timeliness of deliverables, quality of client deliverables, customer satisfaction, scope adherence, and project health. Manage key operating metrics including burn rate, utilization, gross margin, project profitability, throughput, cost-to-serve, and portfolio risk, and take corrective action where required. Work closely with the team to establish and evaluate all aspects of project management, including scope, cost, risk, schedule, resource allocation, change control, and stakeholder alignment. Identify expansion opportunities for current services and additional services opportunities for existing clients, partnering with Customer Success and Sales to improve adoption, renewal readiness, and NRR. Reduce delivery-led churn risk by improving implementation quality, accelerating time-to-value, and strengthening executive alignment, thereby supporting GRR improvement. Conduct Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) with the Head of Client Services and other senior stakeholders, using business storytelling to connect operational and financial metrics to strategic