Client Success Manager

Overview:

Cvent is a leading meetings, events, and hospitality technology provider with more than 4,800 employees and ~22,000 customers worldwide, including 53% 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, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, we’re transforming the meetings and events industry through innovative technology that powers the human connection.

The DNA of Cvent is our people, and our culture has an emphasis on fostering intrapreneurship - a system that encourages Cventers to think and act like individual entrepreneurs and empowers them to take action, embrace risk, and make decisions as if they had founded the company themselves. We foster an environment that promotes agility, which means we don’t have the luxury to wait for perfection. At Cvent, we value the diverse perspectives that each individual brings. Whether working with a team of colleagues or with clients, we ensure that we foster a culture that celebrates differences and builds on shared connections.

In This Role, You Will::

• Global and/or Fortune 500 level client account oversight
• Monitor user adoption and system usage, recommend strategies to increase usage/adoption
• Maintain strong advisory relationship with key client contacts in positions that can significantly impact adoption
• Monitor user compliance and recommend strategies to increase usage/compliance
• Create and maintain an annual success plans to help client’s advance adoption, strategic meeting management and program maturity
• Conduct success reviews to gauge progress, identify areas for improvement, gather and maintain key client metrics to achieve client/company objectives
• Contribute towards new account implementation or guided on-boarding as the primary success owner
• Provide consultation on business processes and best practices as it relates to enterprise meeting management technology and event sourcing
• Demonstrate detailed product knowledge and gather client requirements for future product releases
• Document, route and track feature requests, and provide client with updates quarterly
• Cultivate new business opportunities by asking questions, mining opportunities presented and sharing findings with sales
• Design, coordinate and in some cases conduct user training programs
• Manage activities and liaise between the client and the various departments within Cvent, including Technology, Sales, Client Services and Marketing
• Contribute towards internal departmental process documentation

Here's What You Need::

• Bachelor’s degree or equivalent professional industry working experience strongly preferred. Advanced degree a plus
• 7-13+ years of work experience for a software company in a Customer Success role and/or Fortune 500 corporation (travel, hospitality, meetings program/service delivery)
• Prior use of Cvent software is preferred
• Excel at developing client relationships
• Ability to work independently and manage multiple projects simultaneously
• Ability to communicate effectively with clients and internal team members
• Proficiency with Microsoft Word, Excel, PowerPoint and Outlook
• Prior use of products such as Salesforce.com and Gainsight a plus
• Ability to travel up to 15%

Physical Demands

We are not able to offer visa sponsorship for this position

LinkedIn Remote Type: #LI-Hybrid Indeed Remote Type: WFH Flexible