Platform Analyst

About Cvent:

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, were 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:

You will work primarily as System Administrator and a dedicated Cvent Support POC for clients. You’ll be required to take care of any changes, modifications and maintenance services that need to be carried out on the accounts per clients’ request. In addition to this, you’ll also be required to troubleshoot on various account-specific issues on clients’ behalf and provide an RCA on the incident and next steps along with action items.

What You Will Be Doing:

• Act as Client's primary contact/ advisor regarding Cvent technology solutions, features, and functionality
• Consult on business processes and best practices as it relates to enterprise meeting management technology
• Create and analyze cross-meeting reporting to provide recommendations for changes that can be made to support client objectives
• Design, coordinate, and conduct user training on client's meetings and events program
• Act as Client's advocate within Cvent's management and technology groups by managing activities and liaising between the client and the various Cvent departments
• Monitor user adoption and system usage, recommend strategies to increase usage/adoption, and maintain client's account configuration as part of overall system administrator duties
• Cultivate new business opportunities by asking questions, mining opportunities presented and sharing findings with sales partners
• Consultation for industry best practices and drive efficiencies using the platform
• Maintain and ensure compliance guidelines, privacy policies and branding guidelines are met
• Administration of user groups and user access
• Onboarding new users
• Ongoing platform support enquires and track escalations
• Data steward for product data ensuring relevance, accuracy, and harmonization across the platforms
• Provide regular product updates/ issues to the customer
• Track tasks and progress with the customer
• Maintain documentation related to customers business process
• Cadence calls with Internal stakeholders to share updates and insights

What You Will Need for this Position:

• Quick learner, with a positive attitude and ability to work well within a team
• Excellent communication skills (verbal and written)
• Exposure to Cvent platform is a plus
• Experience that involves working on Custom tasks & Projects preferably in software and technical background
• Strong business acumen, ethics and high integrity
• Candidate must rank within the top 20% of their present team
• Candidates should be ready to work 24x7, shift depending on client's requirement
• Knowledge of PowerPoint and Excel will be a plus
• Must be articulate, organized, detail-oriented and can multi-task
• Should have 5 - 6 years of experience in customer success role supporting US, UK or Australia clients