Senior Manager, Dedicated Managed Services

Develop and align the Professional Services strategy and operating model with company goals, priorities, and vision.

Foster cross-functional collaboration to drive product adoption, expansion, and successful client outcomes; influence and align stakeholders at all levels as a trusted advocate for the team.

Use data and analytics to monitor performance, surface insights, lead data-driven improvement initiatives, and drive data-driven decision-making.

Create and present Business Reviews to senior and executive stakeholders, articulating performance, risks, and growth opportunities while representing the voice of the customer and team.

Own financial and resource planning for the function, including budget definition, utilization, forecasting, and margin optimization, with reporting on costs and outcomes relative to departmental goals; exposure to P&L management.

Drive operational efficiency and resource utilization; and lead the team through change using change-management practices to ensure adoption of new processes and ways of working.

Act as a trusted advisor to strategic customers — staying engaged through regular check-ins, owning internal and external escalations end to end (driving root cause analysis and corrective/preventive actions), and ensuring continued value creation against each customer's business objectives.

Build deep, foundational knowledge of the Cvent platform to guide the team and advise customers credibly.

Gather internal and external feedback, translate it into actionable plans, and continuously raise customer satisfaction and retention.

Document and track customer success stories and demonstrate return on investment (ROI) across the portfolio.

12+ years of overall experience in Professional Services, Technical Services, Consulting, Solution Architecture, Technical Account Management, Implementation, or related functions, preferably within a product or software (SaaS) company.

6+ years of proven experience leading high-performing teams including experience leading other leaders/managers.

Demonstrated success building, scaling, and developing teams in a fast-paced, customer-facing environment.

Excellent communication, stakeholder management, and executive presentation skills (verbal and written).

Proven agility in a fast-paced, constantly changing environment, with experience in program-level financial and resource planning and budget tracking.

Strong business acumen, data-driven decision-making, and the ability to translate insights into action.

Bachelor’s degree is a must (Technology degree preferred); MBA is good to have.

Experience with event technology platforms, and familiarity with Cvent, is an advantage.

High integrity, strong ethics, and a collaborative, people-first leadership style.