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Cvent - Tysons, VA
posted 2 months ago
About the position
The Senior Customer Success Advisor at Cvent is responsible for ensuring that clients, particularly those in the hospitality sector, maximize the benefits of Cvent's products. This role involves managing a portfolio of 150-200 customers, focusing on product adoption and revenue retention. The advisor will engage in client-facing work, lead success review meetings, and collaborate with internal teams to enhance client satisfaction and retention. The position emphasizes a culture of intrapreneurship and values diverse perspectives, aiming to foster strong relationships with clients and internal stakeholders.
Responsibilities
- Serve as post-onboarding contact for Cvent's Convention and Visitor Bureau, Convention Center, and Hotel clients in North America.
- Lead success review meetings with clients' key strategic stakeholders using product knowledge and data analysis.
- Develop goal-based success plans in consultation with key stakeholders to drive improved product usage and upsell opportunities.
- Collaborate with internal cross-functional teams to execute success plans that increase product adoption and client retention.
- Support renewal strategies and efforts in collaboration with the sales team.
- Prepare and deliver data-based client success stories to the marketing team and promote client advocacy programs.
- Retain and grow knowledge of all hospitality products to monitor client success and identify areas of opportunity.
- Contribute to internal projects aimed at improving processes and effectiveness of the role.
Requirements
- Bachelor's degree with strong academic credentials.
- Minimum 3 years of professional work experience in the hospitality and/or hotel software industries.
- Experience working for or with a Convention and Visitor's Bureau is a plus.
- Strong business acumen, ethics, and high integrity.
- Comfortable using general office software applications and sales automation products like Salesforce.com.
- High aptitude for learning software.
- Persuasive communication (written and verbal) and presentation skills; secondary language is a plus.
- Ability to develop strong working relationships.
- Articulate, organized, detail-oriented, and capable of multi-tasking in a dynamic environment.
- Working knowledge of Microsoft Office suite, particularly PowerPoint and Excel.
Nice-to-haves
- Experience working for or with a Convention and Visitor's Bureau.
Benefits
- Hybrid work environment with office locations available.
- Opportunity to work in a fast-paced, fun work environment.
- Engagement in internal projects that improve processes and effectiveness.
