Team Lead – Professional Services

Overview:

About Cvent: 

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.

Headquartered 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.

Disclaimer:
Recruitment Scam Notice: Beware of recruitment scams. Legitimate Cvent recruiting communications will come from accounts formatted as “[email protected]” email addresses. Cvent will never request payment or ask for sensitive personal or financial information through chat or social media platforms. Cvent is not responsible for losses or damages arising from communications, payments, or disclosures made to third parties impersonating Cvent.
If you believe a communication may be fraudulent, we strongly recommend that you don't respond and report the incident at [email protected].
For more information, visit Cvent’s Recruitment Fraud Notice: https://www.cvent.com/en/notice-recruitment-fraud.

About the Team

The Cvent Implementation team configures and deploys Cvent software for new and existing clients. Our mission is to provide expert guidance and hands-on technical execution so every client successfully launches, adopts, and realizes value from their Cvent products.

The work blends project management, technical configuration, and client-facing consulting — and increasingly, the smart use of AI tools to move faster, reduce manual work, and deliver a sharper, more consultative client experience. As a Team Lead, you own the performance, growth, and delivery economics of a pod of Implementation Consultants operating in exactly this environment.

Role Overview

As Team Lead, Implementation, you lead a pod of Implementation Consultants and Senior Implementation Consultants — accountable for their delivery quality, client outcomes, professional growth, and the financial performance of your pod's portfolio. You operate as a player-coach: close enough to projects to unblock complex escalations and guarantee delivery standards, while owning the coaching, capability-building, and pod-level P&L that turn a group of strong ICs into a high-performing, predictable delivery team.

You are the first line of business accountability for delivery economics and the first line of client governance, running business reviews at the pod and skip-level, and mentoring your team on AI-first ways of working.

In This Role, You Will:

People Leadership & Coaching

• Lead, coach, and develop a pod of Implementation Consultants and Senior Implementation Consultants, owning their performance, growth, and engagement end-to-end.
• Run structured weekly or bi-weekly 1:1s (more frequent for new hires) focused on project coaching, skill development, and career progression — not just status updates.
• Conduct at least one live coaching/feedback client call per direct report per month, using real client interactions as the basis for targeted development.
• Write and conduct mid-year and annual performance reviews; build and execute individual development and ramp plans; actively manage under-performance and grow bench strength.
• Own new-hire onboarding and ramp for the pod — ensure training is completed thoroughly and new hires reach productivity on plan.
• Balance and monitor individual workloads across the pod, reallocating capacity to protect delivery quality and prevent burnout.

Delivery & Financial Ownership (P&L)

• Own the P&L for your pod's project portfolio — accountable for utilization, burn rate, project profitability, cost-to-serve, and gross margin at the pod level, and take corrective action where performance drifts.
• Manage the health of all projects across the pod — timeliness of deliverables, quality of client deliverables, scope adherence, customer satisfaction, and portfolio risk.
• Track time and profitability across engagements and drive recommendations on streamlining, automation, or process redesign to improve delivery economics.
• Enforce SOP and quality compliance across all client-facing deliverables — workflow diagrams, MRFs, AM templates, step-by-step guides, and configuration output — ensuring consistent, high-quality material leaves the pod.
• Own escalation management for all direct reports and projects: course-correct, put action plans in place, and mitigate delivery and relationship risk before it reaches leadership.

Client Governance & Business Reviews

• Conduct Monthly and Quarterly Business Reviews (MBRs / QBRs) with clients and skip-level stakeholders (Sr. Manager / Director of PSO), using business storytelling to connect delivery and financial metrics to clear recommendations and actions.
• Join new-customer Kick-Off and project Close-Out calls for direct reports, and maintain regular executive check-ins with key client stakeholders across the pod's portfolio.
• Translate pod performance into executive-ready narratives — trends across delivery quality, utilization, margin, cost-to-serve, customer sentiment, and delivery risk — for skip-level and senior leadership.
• Provide proactive, structured communication to senior leadership on team feedback, performance signals, customer risks, and recognitions.

AI-Enabled Delivery Leadership

AI is now a core part of how implementation work gets done. As a Team Lead, you are expected not only to use AI fluently, but to raise the pod's AI capability:

• Model and coach AI-first ways of working — help your pod use generative AI tools (e.g., Claude, Copilot) to accelerate requirements docs, process maps, configuration workbooks, test cases, training material, and client communications.
• Own quality of AI-assisted output at the pod level — set and enforce human-in-the-loop review standards so AI-generated configurations, documentation, and client communications are validated before they reach the client.
• Identify and champion lightweight automations and AI-agent workflows for repetitive delivery tasks — status updates, test-case generation, FAQs — and scale what works across the pod.
• Use AI-powered analytics on usage patterns, support tickets, and historical project data to proactively flag delivery risk and improve implementation quality across your portfolio.

Technical Depth & Cross-Functional Partnership

• Stay hands-on enough to assist with complex issue resolution and configuration work, and to guarantee delivery standards on the pod's most challenging engagements.
• Partner with Sales, Account Management, and Customer Success where implementation expertise supports adoption, renewal readiness, and expansion — surfacing opportunities to those teams (retention and expansion targets remain owned at the Manager level).
• Interface with Product to convey client feature requests and delivery friction identified across the pod.
• Carry 1–2 team-wide internal initiatives (e.g., SOP/SME workstreams, scope team, training series, product readiness) that improve how the broader team operates.

Here's What You Need:

• 10+ years of overall work experience in implementation, professional services, project delivery, or client-facing roles — preferably in SaaS, corporate meetings/events, software, or high-tech.
• Minimum 3–4 years of direct people-management experience, leading client-facing delivery or implementation teams.
• Demonstrated ownership of delivery economics — utilization, project profitability, and margin — with a track record of improving them through coaching and process change.
• Proven ability to run client-facing business reviews (MBRs/QBRs) and translate operational and financial metrics into clear, executive-ready recommendations.
• Strong coaching and development track record — measurably improving IC performance, ramp speed, and retention.
• Strong project management discipline — scoping, planning, RAID/risk logs, milestone tracking, and status reporting across multiple concurrent client engagements.
• Ability to translate customer goals into objective, measurable success criteria (adoption, time-to-value, cycle time, ROI) and hold the pod accountable to them.
• Excellent written and verbal communication, with confident client-facing presence and strong presentation skills.
• Ability to diagram intermediate-to-complex process flows and identify efficiency opportunities.
• Proficiency with core productivity tools (Excel, Word, PowerPoint, Visio/Draw.io) and CRM/PSA tooling (e.g., Salesforce).
• Bachelor's degree or equivalent applicable experience.

AI & Technology Fluency

• Hands-on, practical experience using generative AI tools (e.g., Claude, ChatGPT, Copilot) to accelerate delivery work, and the ability to coach others in doing the same.
• Comfort operating and enforcing a human-in-the-loop model — reviewing, validating, and correcting AI-generated outputs before they reach clients.
• Working understanding of how AI agents and automated workflows apply to onboarding, configuration, and reporting (formal AI/ML background not required).

Preferred, Not Required

• Experience with AI-assisted meeting transcription/summarization tools (e.g., Copilot, Glean, Claude).
• Exposure to no-code/low-code automation (e.g., Zapier, Power Automate) or agentic workflow builders.
• Project management certification (PMP, PRINCE2, Agile/Scrum) or Six Sigma (Green Belt+).