Cvent – Client Success Manager, US, Remote

Application ends: 11/30/2022
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Job Description

Cvent is a leading meetings, events and hospitality technology provider with more than 4,700 employees and nearly 21,000 customers worldwide. Founded in 1999, the company delivers a comprehensive event marketing and management platform for event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business.

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.

We’re looking for Client Success Managers who are responsible for providing value and owning the success of Cvent’s customers with event management solutions. As a Client Success Manager, you will join our dynamic, close-knit Client Services department and support some of the company’s most valuable clients. In this role, you will be responsible for exercising Cvent knowledge to ensure clients are able to realize the full benefits of the Cvent Platform. Client Success Managers help customers to understand, align, and reach business goals by delivering maximum value through product adoption, revenue opportunities, and improved overall success of client relationships

The ideal candidate should be customer-centric, extremely motivated with excellent communication skills, and possess the ability to thrive in a fast-paced work environment.
In This Role, You Will:

  • Ownership of accounts in the high touch market segment
  • Understand and align with customer goals to help achieve desired outcomes
  • 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
  • Conduct strategic business reviews to gauge progress, identify areas for improvement, gather and maintain key client metrics to achieve client/company objectives
  • Understand client’s risks and presenting on recommendations and solutions
  • Cultivate new business opportunities by asking questions, mining opportunities presented and sharing findings with sales
  • Manage activities and liaise between the client and the various departments within Cvent, including Technology, Sales, Client Services and Marketing
  • Document, route and track feature requests, and provide client with progress updates
  • Guide new clients through onboarding by understanding their needs, disseminating training resources and assisting with account setup
  • Opportunities to meet with clients onsite; up to 20% travel required

Here’s What You Need:

  • Bachelor’s degree with strong academic credentials. Our Client Services team is made up of people from various educational backgrounds including, but not limited to: business, psychology, communications and computer information systems.
  • 3-5 years of Customer Success experience managing an account portfolio is required
  • Strong business acumen, ethics and high integrity.
  • Comfortable using general office software applications; sales automation products such as, Gainsight, Zoom and web collaboration tools.
  • Excel at developing client relationships over the phone and in person.
  • Ability to work independently and manage multiple projects simultaneously
  • Ability to communicate effectively with clients and internal team members
  • Must be articulate, organized, detail-oriented, and have the ability to multi-task in a dynamic, fast-changing entrepreneurial environment.
  • Excellent communication skills (verbal and written).
  • As described above, this role requires you to go onsite to assist Cvent customers with their events. Certain Cvent customers are currently requiring that any Cvent employee sent onsite show proof of vaccination against COVID-19. Accordingly, you may need to show proof of vaccination against COVID-19 prior to being sent to any customer event or meeting.

We are not able to offer sponsorship for this position.
Physical Demands