Senior Client Success Manager

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. 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.

Our team of Customer Success Managers is a group of dynamic, high-energy professionals whose focus is consulting on Cvent’s event management solutions. The team resides within Cvent’s Client Services department and supports some of the company’s most valuable clients.

This can include supporting clients with Strategic Meetings Management Programs. Cvent offers a comprehensive solution that allows companies to implement enterprise-wide SMM programs. Cvent's SMM solution streamlines the meetings process from the planning and sourcing phases, through registration and travel booking.

Customer Success Managers are an integral part of the Cvent Customer Success Organization. Under the guidance of the Director and Strategic Account Team Manager, you will work with strategic accounts to drive adoption of Cvent's products, increase revenue opportunities, and improve the overall success of the client relationships.

‍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
• Produce client deliverables such as communications plans, SOP’s, strategic account plans, etc.
• 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 is strongly preferred. An advanced degree is a plus
• 7-13 years of work experience in a Customer Success role
• Experience working in Fortune 500 corporations, travel, hospitality, software, or other high-tech industries a plus
• Prior use of online registration and booking tools 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 WebEx is a plus
• Ability to travel up to 15%

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