Responsibilities:

Oversight and involvement in new hire training/onboarding
Responsible for approving timesheets, and Workday requests
Responsible for joining new customer Kick-Off Calls and project Close-Out Calls for direct reports. Also, responsible for checking in with customers regularly
Highly engaged with IC's projects - ensure SOPs are complied with
Bi-weekly 1:1 meeting with direct reports to provide coaching on Implementation Projects and general performance (more frequent for new hires)
Responsible for handling customer or internal escalations for all direct reports and projects. Take additional steps to course correct and put an action plan in place to mitigate
People management
Conduct at least one coaching feedback customer call per month
Responsible for all customer-facing deliverables to ensure consistent material output including:
Workflow diagrams, MRFs, AM templates, Step-by-step guides
Assist team members with complex issue resolution and/or configuration work
Ad-hoc assignments from Manager/Director
Provide regular team updates to Sr. Director and Sr.



Manager of PSO and help identify any performance or customer issues or recognitions
Ensures that new hire training is completed thoroughly and current hire ramp plans are completed successfully
Conducts annual and mid-year performance reviews
Responsible for monitoring individual workload and balancing workloads
Run team meetings - drive content stemming from leadership initiatives/information
Proactive communication to Sr. Leadership stemming from team feedback and/or general climate
Carry 1-2 team-wide internal projects such as:
Managing morale budget/activities
SMEs, Scope Team
Newsletter content
Team training series
Product Readiness/Planning

Skill Set/Requirements/Experience:
Bachelor’s degree or equivalent professional industry working experience strongly preferred
3+ years of work experience in project / leadership roles, preferably in the corporate meetings industry, software or other high-te

📌 Implementation Team Lead (Gurugram)
🏢 Cvent
📍 Gurugram