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Our team of Customer Success Managers is a group of dynamic, high-energy professionals whose focus is consulting on Cvent's event management solutions. The team resides within Cvent's Client Services department and supports some of the company's most valuable clients.

This can include supporting clients with Strategic Meetings Management Programs. Cvent offers a comprehensive solution that allows companies to implement enterprise-wide SMM programs. Cvent's SMM solution streamlines the meetings process from the planning and sourcing phases, through registration and travel booking.

The Customer Success Manager is an integral part of the Cvent Customer Success Organization. Under the guidance of the Director and Strategic Account Team Manager, you will work with strategic accounts to drive adoption of Cvent's products, increase revenue opportunities, and improve the overall success of the client relationships.

What You Will Be Doing

  • Global and/or Fortune 500 level client account oversight and ownership
  • Cultivate new business opportunities by asking questions, mining opportunities presented and sharing findings with sales
  • Monitor user adoption and system usage, recommend strategies to increase usage/adoption
  • Maintain strong advisory relationship with key client contacts in positions that can significantly impact adoption
  • Monitor user compliance and recommend strategies to increase usage/compliance• Conduct strategic business 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 guided on-boarding as the primary strategic account owner
  • Produce client deliverables such as communications plans, SOP's, strategic account plans, etc.
  • Manage activities and liaise between the client and the various departments within Cvent, including Technology, Sales, Client Services and Marketing
  • Design, coordinate and in some cases conduct user training programs
  • Provide consultation on business processes and best practices as it relates 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 client with progress updates
  • Contribute towards internal departmental process documentation
  • Demonstrate detailed product knowledge and gather client requirements for future product releases
  • Support sales related activities and demonstrations when SMM features or functionality is of interest

What You Need for this Position:

  • Our team of Customer Success Managers is a group of dynamic, high-energy professionals whose focus is consulting on Cvent's event management solutions. The team resides within Cvent's Client Services department and supports some of the company's most valuable clients.

    This can include supporting clients with Strategic Meetings Management Programs. Cvent offers a comprehensive solution that allows companies to implement enterprise-wide SMM programs. Cvent's SMM solution streamlines the meetings process from the planning and sourcing phases, through registration and travel booking.

    The Customer Success Manager is an integral part of the Cvent Customer Success Organization. Under the guidance of the Director and Strategic Account Team Manager, you will work with strategic accounts to drive adoption of Cvent's products, increase revenue opportunities, and improve the overall success of the client relationships.

    What You Will Be Doing

    • Global and/or Fortune 500 level client account oversight and ownership
    • Cultivate new business opportunities by asking questions, mining opportunities presented and sharing findings with sales
    • Monitor user adoption and system usage, recommend strategies to increase usage/adoption
    • Maintain strong advisory relationship with key client contacts in positions that can significantly impact adoption
    • Monitor user compliance and recommend strategies to increase usage/compliance• Conduct strategic business 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 guided on-boarding as the primary strategic account owner
    • Produce client deliverables such as communications plans, SOP's, strategic account plans, etc.
    • Manage activities and liaise between the client and the various departments within Cvent, including Technology, Sales, Client Services and Marketing
    • Design, coordinate and in some cases conduct user training programs
    • Provide consultation on business processes and best practices as it relates 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 client with progress updates
    • Contribute towards internal departmental process documentation
    • Demonstrate detailed product knowledge and gather client requirements for future product releases
    • Support sales related activities and demonstrations when SMM features or functionality is of interest

    What You Need for this Position:

    • Bachelor's degree or equivalent professional industry working experience strongly preferred. Advanced degree a plus
    • 2+ years of work experinece in a Customer Success role
    • Experience working in Fortune 500 corporation, travel, hospitality, software or other high-tech industry a plus
    • Prior use of online registration and booking tools 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 a plus
    • Ability to travel up to 15%
    • Preferably based at our Headquarters office in McLean, VA or if remote, in the United States
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SwiftLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • MySQLDatabases
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    • FigmaDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • TumblrCMS
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    • IntercomCRM
    • SalesforceCRM
    • SendGridEmail
    • Salesforce InboxEmail
    • PardotEmail
    • PardotLead Gen

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 Cvent | Kapow

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 Cvent | Kapow 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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