Customer Success Manager/Senior Customer Success Manager

$80,000 - $840,000/Yr

Cvent - Tysons, VA

Full-time - Mid Level

Tysons, VA

1,001-5,000 employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Customer Success Manager/Senior Customer Success Manager at Cvent plays a crucial role in ensuring the success of strategic accounts by driving product adoption, increasing revenue opportunities, and maintaining strong client relationships. This position involves consulting on Cvent's event management solutions and supporting clients with their Strategic Meetings Management Programs. The role requires collaboration with various departments within Cvent to deliver exceptional service and support to clients, particularly those at the global and Fortune 500 levels.

Responsibilities

• 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 onboarding 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
• Support sales related activities and demonstrations when SMM features or functionality is of interest

Requirements

• Bachelor's degree or equivalent professional industry working experience strongly preferred. Advanced degree a plus
• 2+ years of work experience 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%

Nice-to-haves

• Experience in travel, hospitality, or high-tech industry
• Advanced degree

Benefits

• Competitive salary range of $80,000-$84,000 annually + bonus
• Comprehensive benefits package