Client Success Manager
"Overview:
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.
The Customer Success Manager is 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 and ownership
Cultivate new business opportunities by asking questions, mining opportunities presented and sharing findings with sales
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• Conduct strategic business 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 strategic account owner
Produce client deliverables such as communications plans, SOP’s, strategic account plans, etc.
Manage activities and liaise between the client and the various departments within Cvent, including Technology, Sales, Client Services and Marketing
Design, coordinate and in some cases conduct user training programs
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 progress updates
Contribute towards internal departmental process documentation
Demonstrate detailed product knowledge and gather client requirements for future product releases
Support sales related activities and demonstrations when SMM features or functionality is of interest
Perform other duties as assigned.
Here's What You Need::
Bachelor’s degree or equivalent professional industry working experience strongly preferred. Advanced degree a plus
Must be able to communicate (written & verbal) to business level in English and German
Previous experinece in a Customer Success role
Experience working in Fortune 500 corporation, travel, hospitality, software or other high-tech industry 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 a plus
Ability to travel up to 15%
At Cvent we celebrate, support and are committed to creating a diverse and inclusive environment. We’re proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other legally protected characteristics.
Cvent maintains a drug-free workplace
LinkedIn Remote Type: #LI-Hybrid Indeed Remote Type: WFH Flexible"
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