Job Description

Job Description

Overview:

Cvent is a leading meetings, events, and hospitality technology provider with more than 5,000 employees and >24,000 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 and venues to help them grow their groups and meetings business.

The Senior Manager, Data Architecture & Process Orchestration will be responsible for supporting the design, orchestration, and optimization of the data and process infrastructure that powers the autonomous customer journey for client services. This role combines strong technical engineering skills with a deep understanding of data structures, instrumentation, system integration, workflow automation, optimization, and user experience customization. You will drive cross-functional alignment by acting as the key liaison between Engineering, CDP, IT, and Tech PMO teams—ensuring seamless project execution, clear communication, and timely delivery of critical initiatives. This role reports to the Director of Client Services Operations.

Key Responsibilities:

• Data Architecture : Support the design, implementation, and maintenance of the data architecture underpinning client services platforms, ensuring data integrity, accessibility, and security across all customer touchpoints.
• Business Impact Measurement : Help define and track key metrics to measure the impact of data and process initiatives on business outcomes such as CSAT, onboarding speed, efficiency, and cost reduction.
• Instrumentation & Data Capture: Collaborate with engineering and product teams to ensure comprehensive instrumentation in the codebase, capturing all relevant client interaction and operational data for actionable insights.
• Process Orchestration & System Integration : Lead process orchestration initiatives, integrating and optimizing workflows across platforms such as Rudderstack, Salesforce, Gainsight, Avaamo, and Staircase AI. Demonstrate expertise in integrating systems so that user segmentation flows seamlessly from Customer Data Platform (CDP) to Product Experience (PX), enabling curated, personalized experiences at every step.
• AI/ML Solution Integration : Evaluate and help integrate AI-driven solutions for support automation, customer health scoring, and workflow optimization, driving continuous improvement in efficiency and customer outcomes.
• Data Modeling & Real-Time Insights: Develop and maintain scalable data models and pipelines that support real-time insights, proactive interventions, and personalized client experiences.
• Custom Design & Development: Utilize advanced HTML and Java skills to deliver custom design work, enabling tailored user interfaces and experiences as required by business needs.
• Technical Subject Matter Expertise : Serve as a technical subject matter expert for data structure, process automation, and AI adoption within Client Services, providing guidance to cross-functional teams.
• Best Practices & Governance: Support the establishment and enforcement of best practices for data governance, quality, and compliance in all client services operations.

Required Skills & Experience:

• Proven experience (10+ years) in data architecture, process automation, and technical roles, ideally within a SaaS or technology-driven client services environment.
• Advanced technical engineering and data science skills, including hands-on experience with data modeling, APIs, workflow automation, and AI/ML integration.
• Deep understanding of data structures, APIs, and instrumentation best practices.
• Demonstrated experience with modern client services, technology stacks, and AI platforms (e.g., chatbots, customer intelligence, workflow automation).
• Proven track record of implementing complicated integrations
• Strong proficiency in HTML and Java, with a track record of delivering custom design and user experience solutions.
• Proven ability to integrate systems to enable user segmentation and curated experiences from CDP to PX.
• Strong analytical, problem-solving, and process optimization abilities.
• Ability to translate business needs into scalable, high-impact technical solutions that deliver measurable ROI.
• Experience working with cross-functional teams and managing multi-stakeholder projects.
• Excellent communication and stakeholder management skills, with the ability to influence across the organization.

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