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Cvent · 2 months ago

Customer Retention Manager

United States

Full-time

Remote

Senior Level

$75K/yr - $85K/yr

6+ years exp

Cvent is a leading meetings, events, and hospitality technology provider, transforming the industry through innovative technology. The Customer Retention Manager will work within the global Customer Retention team to address customer issues, mitigate revenue loss, and enhance customer satisfaction by collaborating with internal stakeholders and managing escalated accounts.

FinanceFinancial ExchangesFinancial Services

No H1B

Responsibilities

Manage a portfolio of escalated accounts proactively submitted by Account Managers via the Customer Retention case management system (SFDC)

Gain a complete and objective understanding of the escalated account situation through deep account research and discussions with internal stakeholders

Establish a consensus between customer and Cvent on root cause of issue, paving a path for remediation plans and next steps

Project manage steps toward issue resolution, which often involves detailed contractual adjustments and granular, cross-functional interaction with supporting teams

Engage with the customer as a point of escalation by representing the larger Cvent leadership team, and take ownership of case resolution when possible

Act with professionalism and a sense of urgency when working through tense, emotionally charged, or complex customer issues

Serve as a liaison between customers and Cvent leadership, thoughtfully considering need for additional internal escalation for involvement or awareness

Work collaboratively and effectively with leaders across the organization, often outside of Sales (Finance, Legal, Client Services, Product), to analyze and resolve complex customer issues

Routinely track progress to resolution and corresponding metrics within Salesforce for accurate reporting to assigned account resources and stakeholders

Secure approval and quantify concessions for every assigned escalation and issue

Maintain an in-depth knowledge of Cvent products and services, financial booking rules, contracting processes, and internal escalation paths

Qualification

Customer success experienceSalesforce ReportingProject managementNegotiation skillsEmotional intelligenceAccountabilityFunction independentlyCommunication skillsAttention to detailInitiative

Required

Bachelor's Degree or equivalent work experience

6+ years of proven customer-facing sales, relationship management, escalation management, or customer success experience in a SaaS environment, preferably within the event, hotel, or travel industries

Confident leading meetings with external executive stakeholders, making and influencing decisions, documenting progress, and resolving issues quickly and collaboratively

Exceptional attention to detail and communication skills

Comfort communicating with diverse internal and external audiences at all seniority levels

Strong project management and organizational skills

Strong objection-handling and negotiation skills

Experience in an extremely fast-paced and ever-changing environment

Strong sense of initiative and personal accountability in an entrepreneurial culture

Ability to function independently and with integrity

High emotional intelligence and ability to convey empathy