Customer Retention Manager

| Chicago

What You Will Be Doing

  • Assist in identifying problem accounts, work cross-functionally with a team of Account Managers to mitigate the risk of cancellation or future disservice and serve as a point of contact for the customer if they, or the Account Manager, requests escalation internally
  • Improve the retention rate for Cvent's existing customer base and thus increase revenue impact across Cvent Products. This includes remediating assigned at-risk accounts as well as identifying new revenue generating opportunities within at-risk accounts, when appropriate and relevant.
  • Advise the assigned Account Manager on suggested remediation and next steps and/or work directly with the customer toward a resolution, if appropriate. Customer Retention Managers are expected to develop a complete and unbiased understanding of the escalated account situation and work with the relevant teams to find a solution
  • Manage the data collected through the At-Risk Account (ARA) program and be prepared to present key feedback to Cvent leadership and department leads.
  • Help coordinate and then ensure consistency across the various teams in terms of policies and processes for handling at-risk customer interaction and escalations
  • Maintain an in-depth knowledge of Cvent products and services, account and billing processes, various policies and procedures and points of escalation related to service delivery and product; work closely with these teams as needed for issue resolution.
  • Forecast potential loss of revenue due to missing functionality or product limitations and work with the Technology Project Managers on possible deliverables and future updates that might mitigate the non-renewals

What You Need for this Position

  • Bachelor's degree required
  • 5-8 years of proven customer facing sales or account management experience in a SaaS environment, preferably within the event, hotel, or travel industries
  • Must display exceptional written and verbal communication skills, you will be interacting with C-level executives (both internally and externally) on a regular basis
  • Comfortable learning, using and discussing very granular elements of Cvent technology and integrations
  • Articulate, organized, detail-oriented, and possess the ability to multi-task in a dynamic, extremely fast-paced and ever-changing, entrepreneurial environment
  • Able to integrate knowledge across disciplines to include prospecting, consultative selling, product demonstrations, negotiating contracts, operation/process flow, and understanding Cvent internal processes
  • Strong sense of initiative and personal leadership demonstrating the ability to function independently while contributing to team initiatives. Must be self-motivated and able to see things from the 'customer lens'
  • Significant experience using sales automation products and web collaboration tools; Salesforce.com is highly preferred

EEO[/AA]Minorities/Females/Disabled/Veterans

Cvent maintains a drug-free workplace

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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Location

Located on the Chicago River across from Merchandise Mart, Kapow’s offices are close to public transportation, bars and restaurants.

An Insider's view of Kapow | Cvent

What are some social events your company does?

We have event experts and experienced planners on staff and we partner with many of the country's best restaurants, retailers and venues. So, our quarterly team outings have included rock climbing, rooftops, murder mystery parties, escape races, game nights and more. We also have monthly happy hours at our in-house bar and impromptu karaoke nights.

Olivia

Marketing

What's the biggest problem your team is solving?

Right now, my team is focused on scaling our marketplace. It’s been a really exciting initiative for us all to collaborate on prototyping concepts and implementing the right solution for us. It is so satisfying to work on such a tenacious team whose attitude and curiosity truly reflects in the benefits our product provides our clients.

Addie

Technology

What makes someone successful on your team?

Successful members of our engineering and product team have an insatiable sense of curiosity - wanting to understand how something works, how it’s used and how it could be better. This drive for continuous improvement leads Kapeeps to develop amazing features and propose innovative ideas they are proud to work on and unlock meaningful results.

Mehul

Technology

What is your vision for the company?

Kapow is a leading corporate events technology company, backed by the leader in the industry, Cvent. However, at our core, we are powered by real event experts, melding innovative technology with flawless execution and a sense of fun. Our mission is to save our customers time, create awesome experiences and make events easy to plan and execute.

JC

GM

What projects are you most excited about?

Our product team is ambitious and imaginative, so Kapow is moving fast on lots of exciting projects. As we expand the volume and types of inventory we offer, we're revisiting and refining everything behind how we build and relate our marketplace listings. It's a fascinating challenge that's also preparing us for some very cool future features.

Jorin

Technology

What are Kapow | Cvent Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Kapow has an internal employee advisory group that fields departmental requests to maintain and enhance our culture, organizes social events, takes snack requests, and mentors coworkers.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Kapow hosts company outings Annually.
Stocked Kitchen
Some Meals Provided
Employees get free, catered lunch on Wednesdays
Happy Hours
Kapow Happy Hours are hosted quarterly
Professional Development Benefits
Promote from within
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