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 Solution Managers oversee highly complex iCapture customers- focusing on product onboarding, adoption and value realization.

Managing long-term success, full scope event programs and the varying needs of different customer teams and departments. Our Solution Managers are expected to be tactful and prescriptive in their approach, partnering closely with counterparts in sales and other project-based teams and adapt their client management practices to fit the needs of each specific customer.

In addition, Solution Managers own varying initiatives centered around the customer experience, driving customer value, onboarding new team members and/or product evolution. Each of these efforts require collaboration with stakeholders, meeting deadlines and being accountable for project outcomes. These projects include streamlining process improvements, cross department alignment, customer verticalization priorities, cross-cloud adoption, churn prevention and more.

Through both their work on initiatives and direct partnership with their customers, Solution Managers are consistently focused on helping clients achieve their business goals and demonstrating iCapture’s value to clients, ultimately leading to customer expansion and renewal.

Core responsibilities can be inclusive of the following items:

• Proactively manage assigned global and/or Fortune 500 client accounts through a comprehensive onboarding and ongoing support model

• Provide consultation on business processes and best practices as it relates to successful implementation of iCapture for a client’s comprehensive event program
• Design, coordinate and in some cases conduct user training programs
• Mentor and coach Solution Specialists, fostering a culture of continuous improvement and personal growth
• Ownership of major cross-functional and departmental projects and initiatives
• 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
• Act as a subject matter expert in providing feedback to Product Teams on new potential features and areas for further enhancement
• Document (via CLS) and track feature requests, and provide client with updates quarterly

• Successfully engage in multiple concurrent projects; facilitate demonstrations of best practice configuration, design and set up to achieve business goals

• Cvent CONNECT participation, including host customer meetings, session content creation, lead session(s), partnering with Marketing on CS content, and/or onsite support (as needed)

Performance Metrics:

• Customer satisfaction scores
• Coaching quality
• Productivity
• CLS Quality
• App Support Quality
• Lead Generation
• On-time delivery of client projects
• On-time delivery of internal projects
• Successful completion of initiatives

*Timelines may vary based on business need and/or professional experience

• Bachelor’s degree or equivalent professional industry working experience strongly preferred. Advanced degree a plus
• 8+ 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 experience supporting event management software a plus
• 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
• Prior project management experience a plus