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Cvent · 2 weeks ago

Sr. Customer Success Manager/Customer Success Manager, Webinar Solutions

McLean, VA

Full-time

Hybrid

Senior Level

7+ years exp

Cvent is a leading meetings, events, and hospitality technology provider, and they are seeking a Senior Customer Success Manager for their Webinar Solutions division. The role involves managing a portfolio of strategic enterprise accounts, nurturing relationships, and ensuring customer success on the platform by driving long-term value and growth.

FinanceFinancial ExchangesFinancial Services

No H1B

Responsibilities

Manage a portfolio of strategic enterprise accounts, proactively nurturing relationships, mitigating risks, and identifying growth opportunities

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

Create and maintain an annual success plans to help client’s advance adoption, strategic meeting management and program maturity

Conduct success 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 success owner

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 updates quarterly

Cultivate new business opportunities by asking questions, mining opportunities presented and sharing findings with sales

Produce client deliverables such as communications plans, SOP’s, strategic account plans, etc

Design, coordinate and in some cases conduct user training programs

Manage activities and liaise between the client and the various departments within Cvent, including Technology, Sales, Client Services and Marketing

Contribute towards internal departmental process documentation

Qualification

Customer Success ManagementClient Relationship DevelopmentEvent Management TechnologyMicrosoft Office SuiteSalesforce.comTraining CoordinationCommunication SkillsProject Management