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Customer Succcess Manager

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Customer Success Manager

Melbourne, Australia

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 position will be supporting our clients based in APAC, some with a Strategic Meetings Management Program, some with a large decentralized program and some with little structure but a desire to use the Cvent technology. Cvent offers a comprehensive solution that allows companies to manage 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 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 regional client account oversight and ownership
• 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 quarterly and annual business reviews to gauge progress, identify areas for improvement, gather and maintain key client metrics to achieve client/company objectives
• Cultivate new business opportunities by asking questions, mining opportunities presented and sharing findings with sales partners (whom you will be working with closely)
• Contribute towards new account implementation or guided on-boarding as the primary strategic account owner
• Create and maintain a mutual Success Plan for each client
• Produce client deliverables such as communications plans, SOP’s, strategic account plans, etc.
• Other duties that may be required giving the growing nature of the APAC client base:
  • Support or run client onboardings
  • Partner with our Marketing team to create content and present on webinars, in-person trainings and various marketing initiatives
• 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
• Gather, document, route and track feature requests; provide client with progress updates
• Contribute towards internal departmental initiatives and goals
• Demonstrate detailed product knowledge
• Support sales related activities and demonstrations when SMM features or complex 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 experience in a Customer Success role
• Adaptability, integrity, a collaborative spirit, and curious attitude
• Be able to proactively address internal issues with team members, management and other management teams
• Able to adjust communication style to audience; both verbal and written / internal and external
• Excel at developing client relationships
• Ability to work independently and manage multiple projects simultaneously
• Proficiency with Microsoft Word, Excel, PowerPoint and Outlook
• Desired but not necessary:
  • Prior use of online registration and booking tools preferred
  • Prior use of products such as Salesforce.com, Gainsight and Zoom
  • Experience working Australian, Singaporean, Chinese or Japanese clients
  • Any APAC based or global client experience
  • Experience working with travel, hospitality, software or other high-tech industry
• Ability to travel up to 25%
• Based at our Melbourne, Australia office

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