Customer Success Advisor

Customer Success Advisors serve as our clients primary point of contact focusing on product adoption and retention work. In this role, you will be responsible for a portfolio of 150-200 customers to ensure they are able to maximize the benefits of Cvent products leading to revenue retention and expansion. You are expected to spend 65% of your time in client-facing work with the expectation of contributing to internal special projects related to the job.

The ideal candidate should be extremely motivated and enthusiastic about seeing clients succeed through use of our products. Candidates should be able to thrive in a fast-paced, fun work environment while striving to be top performer. We are looking for someone who is excited about having an impact on a successful, growing company known for unmatched technology and best-in-class service.

• Serve as post-onboarding contact to Cvent s worldwide hotel property and/or hotel chain clients for all Hospitality Cloud Group Business products (Cvent Supplier Network, Passkey, Event Diagramming, Supplier Analytics)
• Proactively consult with key stakeholders and users to develop goal-based success plans that will drive improved product usage while seeking opportunity to upsell additional products.
• Work with internal cross-functional teams to problem solve and execute success plans that increase adoption and lead to client retention.
• Use product knowledge and data analysis to lead success review meetings with client s key strategic stakeholders.
• Proactively collaborate with sales for renewal strategies and priorities while supporting renewal efforts.
• Prepare and deliver data-based client success stories to marketing team and promote client advocacy programs.
• Retain and grow knowledge of all hospitality products to effectively monitor client s success and areas of opportunity.
• Contribute to internal projects that improve processes and effectiveness of the role.
• Work Monday through Friday in East Coast or EU time zone as assigned.
• Hybrid work environment with in-office days required.
  

Overview:

Cvent is a leading meetings, events, and hospitality technology provider with more than 5,000 employees and 24,000 customers worldwide, including 60% of 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.

In This Role, You Will:

Customer Success Advisors serve as our clients primary point of contact focusing on product adoption and retention work. In this role, you will be responsible for a portfolio of 150-200 customers to ensure they are able to maximize the benefits of Cvent products leading to revenue retention and expansion. You are expected to spend 65% of your time in client-facing work with the expectation of contributing to internal special projects related to the job.

The ideal candidate should be extremely motivated and enthusiastic about seeing clients succeed through use of our products. Candidates should be able to thrive in a fast-paced, fun work environment while striving to be top performer. We are looking for someone who is excited about having an impact on a successful, growing company known for unmatched technology and best-in-class service.

• Serve as post-onboarding contact to Cvent s worldwide hotel property and/or hotel chain clients for all Hospitality Cloud Group Business products (Cvent Supplier Network, Passkey, Event Diagramming, Supplier Analytics)
• Proactively consult with key stakeholders and users to develop goal-based success plans that will drive improved product usage while seeking opportunity to upsell additional products.
• Work with internal cross-functional teams to problem solve and execute success plans that increase adoption and lead to client retention.
• Use product knowledge and data analysis to lead success review meetings with client s key strategic stakeholders.
• Proactively collaborate with sales for renewal strategies and priorities while supporting renewal efforts.
• Prepare and deliver data-based client success stories to marketing team and promote client advocacy programs.
• Retain and grow knowledge of all hospitality products to effectively monitor client s success and areas of opportunity.
• Contribute to internal projects that improve processes and effectiveness of the role.
• Work Monday through Friday in East Coast or EU time zone as assigned.
• Hybrid work environment with in-office days required.
  

Heres What You Need:

• Bachelors degree with strong academic credentials
• Minimum 8 years professional work experience with 4 years of related to hospitality and/or hotel software industries or customer success roles.
• Strong business acumen, ethics, and high integrity
• Comfortable using general office software applications; sales automation products for example Salesforce.com and web collaboration tools such as Zoom.
• High aptitude for learning software
• Consultative communication (written, verbal) and presentation skills. Secondary language a plus.
• Excel at developing strong working relationships.
• Must be articulate, organized, detail-oriented, and can multi-task in a dynamic, fast-changing entrepreneurial environment.
• Working knowledge of Microsoft Office suite, particularly Microsoft PowerPoint and Microsoft Excel