Onboarding Specialist, Cvent Event Diagramming

Overview: 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. About the role: The ideal candidate should be customer centric, extremely motivated with excellent communication skills and the ability to thrive in a fast-paced, fun work environment. We’re looking for someone who gets excited about having an important impact on a successful, growing company known for its customer service. This will involve liaising with clients and several teams to ensure that time to market is minimized and that transparency can be provided around the process. He/she will take direction from the onboarding managers as needed but be able to prioritize and resolve issues independently or in a team environment through his/her own initiative. A successful candidate must be able to appropriately manage problem resolution providing clear explanation as to issue and the path to resolution; and should have strong technology, communication, and problem-solving skills. In This Role, You Will: Lead the onboarding process for new customers, liaising with internal resources and external stakeholders Assist clients in the onboarding phase, implementing account and understanding their needs Identify opportunities for training and implement strategies for usage improvements by analyzing system data Demonstrate deep product knowledge when assisting colleagues and clients both on the phone and via email Work with client and internal Cvent teams to obtain necessary documentation for account creation or modification Ensure all workbooks/documents are collected, verified, and stored for future reference Interact with client regarding the latest status and current onboarding actions Sets realistic and achievable expectations for deliverables Partner with Information Technology Integration experts to ensure that all integration points are connected successfully Sets high standards for own work and ensure high quality outcomes are achieved Accurate and timely management of his/her own workflows and overall pipeline of open requests Ensures effective work habits including quality, punctuality, responsiveness, and accessibility to others Provide guidance in the role of subject matter expert in matters related to configuration and integration aspects of Passkey Updates Passkey settings as needed to ensure proper tracking of contracts and licensed clients Interface with Product Development team to define and convey client requests for new system features Interface with Sales and Account Management teams to support sales activities where implementation expertise is a focus Participate in initiatives to improve the client onboarding experience Assists with special projects and other tasks, as required May be required to work outside of scheduled hours or change shifts based on business needs Here's What You Need: Bachelor's degree with strong academic credentials. 2+ years’ experience in customer support, services or technical sales Customer focused and committed to service excellence; aims to exceed customer expectations Ability to work independently with strong organization skills, discipline, and persistence Strong organization skills with high attention to detail Strong time management skills and the ability to manage multiple assignments Highly articulate, able to simplify complex concepts into layman’s terms for greater understanding Reliable, consistent, flexible and adaptable Ability to work well under pressure and maintain professionalism even in demanding circumstances Ability to disseminate information and organize it for further action, including an ability to discern when a situation needs to be escalated Eagerness to perform a range of activities as they pertain to client on-boarding and support
Lead the onboarding process for new customers, liaising with internal resources and external stakeholders Assist clients in the onboarding phase, implementing account and understanding their needs Identify opportunities for training and implement strategies for usage improvements by analyzing system data Demonstrate deep product knowledge when assisting colleagues and clients both on the phone and via email Work with client and internal Cvent teams to obtain necessary documentation for account creation or modification Ensure all workbooks/documents are collected, verified, and stored for future reference Interact with client regarding the latest status and current onboarding actions Sets realistic and achievable expectations for deliverables Partner with Information Technology Integration experts to ensure that all integration points are connected successfully Sets high standards for own work and ensure high quality outcomes are achieved Accurate and timely management of his/her own workflows and overall pipeline of open requests Ensures effective work habits including quality, punctuality, responsiveness, and accessibility to others Provide guidance in the role of subject matter expert in matters related to configuration and integration aspects of Passkey Updates Passkey settings as needed to ensure proper tracking of contracts and licensed clients Interface with Product Development team to define and convey client requests for new system features Interface with Sales and Account Management teams to support sales activities where implementation expertise is a focus Participate in initiatives to improve the client onboarding experience Assists with special projects and other tasks, as required May be required to work outside of scheduled hours or change shifts based on business needs
Bachelor's degree with strong academic credentials. 2+ years’ experience in customer support, services or technical sales Customer focused and committed to service excellence; aims to exceed customer expectations Ability to work independently with strong organization skills, discipline, and persistence Strong organization skills with high attention to detail Strong time management skills and the ability to manage multiple assignments Highly articulate, able to simplify complex concepts into layman’s terms for greater understanding Reliable, consistent, flexible and adaptable Ability to work well under pressure and maintain professionalism even in demanding circumstances Ability to disseminate information and organize it for further action, including an ability to discern when a situation needs to be escalated Eagerness to perform a range of activities as they pertain to client on-boarding and support

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