Professional Services Manager

About Cvent:

Cvent is a leading provider of meetings, events, and hospitality technology solutions worldwide. With over 4,700 employees and nearly 21,000 customers, Cvent provides a comprehensive event marketing and management platform for event professionals, along with technology solutions that help hotels, venues, and destinations grow their group, MICE, and corporate travel business. Cvent is built on a culture of intrapreneurship, agility, innovation, and customer obsession.

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Role

Summary:

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.

Position Duties:

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 actions and decisions.
Present clear, executive-ready narratives that marry business numbers with recommendations, including trends across burn rate, margin, cost-to-serve, service quality, customer sentiment, expansion potential, and delivery risk.
Serve as a key representative for the team across India Client Services and partner departments, building strong stakeholder relationships across Customer Success, Sales, Support, Product, HR, Operations, and Talent Acquisition.
Write and conduct performance evaluations, coach managers and individual…