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Cvent · 19 hours ago

Incident Response Manager

McLean, VA

Full-time

Onsite

Mid Level

3+ years exp

Cvent is a leading meetings, events, and hospitality technology provider with a strong focus on innovation. The Manager, Incident Response will oversee customer-facing incident responses, ensuring effective communication and resolution while collaborating across various departments to enhance customer experience and operational efficiency.

FinanceFinancial ExchangesFinancial Services

Responsibilities

Own the Customer facing communication workstream for incidents including, but not limited to communication templates, cadence, approvals, audience targeting, and delivery across appropriate channels , etc

Develop, document, and continually improve incident response processes for customer-facing issues, ensuring alignment with company policies and industry best practices

Lead cross-functional incident response projects, orchestrating efforts between the necessary teams and ensuring effective and efficient handling and collaboration

Act as the bridge between technical, legal, and business teams to drive fast and appropriate resolutions, minimize impact, and safeguard customer trust

Work with necessary internal parties on root cause analyses, corrective actions, and preventative measures following incidents

Communicate incident status, impact, and action plans effectively to internal stakeholders and customer contacts as appropriate

Serve as the main point of contact during high-priority or critical incidents, ensuring leadership is kept informed

Track, analyze, and report on incident trends, contributing insights to reduce recurring issues and improve customer experiences

Organize and develop incident simulation exercises and updated trainings to enhance readiness across the Sales and Client Services teams

Maintain comprehensive documentation for all incidents, aligning with compliance and legal guidelines

Update existing executive escalation guidelines with clear processes and work with teams to facilitate as needed; direct customer-facing involvement will be rare

Qualification

Incident response managementCrisis managementProject managementProcess improvementTechnical troubleshootingStakeholder managementMulti-taskingTrust buildingWritten communicationVerbal communicationCollaboration skillsDetail-orientedAdaptability

Required

Bachelor's degree required

3-4 years of account management, client services, incident response, crisis management, project management, or similar disciplines, preferably within the event, hotel, or travel industries

Must display exceptional written and verbal communication skills, as you may be interacting with C-level executives (both internally and externally)

Comfortable learning, using and discussing very granular elements of Cvent technology and integrations

Excellent collaboration and stakeholder management skills, with the ability to translate complex technical issues for non-technical audiences and manage multiple priorities under pressure

Articulate, organized, detail-oriented, and possess the ability to multi-task in a dynamic, extremely fast-paced and ever-changing, entrepreneurial environment

Comfortable operating with ambiguity and adapting processes rapidly

Adept at fostering trust among cross-functional leaders and staff