Customer Success Advisor

2 weeks ago

Gurgaon Haryana, India Cvent Full time

Overview Cvent is a leading meetings events and hospitality technology provider with more than 5000 employees and nearly 21 000 customers worldwide including 80 of the Fortune 100 companies in more than 100 countries Founded in 1999 the company delivers a comprehensive event marketing and management platform for event professionals and offers software solutions to hotels special event venues and destinations to help them grow their group MICE and corporate travel business 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 In This Role You Will Global and or Fortune 500 level client account oversight Monitor user adoption and system usage and recommend strategies to increase usage adoption Maintain a 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 plan to help clients 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 guide onboarding as the primary success owner Provide consultation on business processes and best practices as they relate 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 the 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 SOPs 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 to internal departmental process documentation Here s What You Need Bachelor s degree or equivalent professional industry working experience strongly preferred An advanced degree a plus 7-13 years of work experience in a Customer Success role Experience working in Fortune 500 corporation travel hospitality software or other high-tech industry is a plus Prior use of online registration and booking tools is preferred 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 is a plus

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