Senior Director, AI-Driven Customer Services Transformation

Cvent; Tysons (VA); Vor Ort; USD 230.000 - 320.000; Vollzeit

Zusammenfassung

Cvent, a leader in meetings, events and hospitality tech, seeks a Senior Director / VP to shape and lead its global Customer Services organization. Reporting to the Chief Customer Officer, this role partners with Customer Success, Support, Professional Services, and Learning & Development to evolve strategy and operating models at scale.

The incumbent will drive AI-enabled transformation, balance human and digital interactions, and oversee M&A integration efforts.

Qualifikationen

• 12+ years of progressive leadership in Customer Services, operations, strategy, transformation, or related fields.
• Experience leading large, global, revenue-responsible services organizations.
• Strong knowledge of SaaS post‑sales functions and AI-enabled operating models.
• Bachelor’s degree or equivalent; advanced degree preferred.

Aufgaben

• Shape the global Customer Services organization strategy and operating model.
• Lead transformation roadmaps balancing people, AI, and processes at scale.
• Oversee M&A due diligence, integration, and value realization along with cross‑functional teams.
• Partner with Sales, Marketing, Product, and Technology to drive customer outcomes.

Kenntnisse

Leadership

Strategy development

AI/automation

SaaS post-sales

Stakeholder management

M&A integration

Ausbildung

Bachelor’s degree or higher

MBA or equivalent

Tools

CRM systems

Analytics platforms

Jobbeschreibung

Cvent, a leader in meetings, events and hospitality tech, seeks a Senior Director / VP to shape and lead its global Customer Services organization. Reporting to the Chief Customer Officer, this role partners with Customer Success, Support, Professional Services, and Learning & Development to evolve strategy and operating models at scale.

The incumbent will drive AI-enabled transformation, balance human and digital interactions, and oversee M&A integration efforts.