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Product Consultant, GDS

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Since 1999, Cvent has been transforming the meetings and events industry with the innovative technology organizations need to promote, manage, and evaluate their events and drive live engagement with their attendees. We are looking for team members who thrive in a dynamic, vibrant environment, are out-of-the-box thinkers, passionate business operators, and are looking to grow with us as we work together to power the human connection through our technology.

The Product Consultant/Sr. Product Consultant will follow Cvent's support procedures and incorporate independent problem solving to provide an excellent customer experience to drive long-term customer retention. Positive customer support experiences will be measured through customer satisfaction reports.

Essential Duties and Responsibilities

• Provide first line diagnostic/troubleshooting support and technical expertise to answer Top customer and supplier questions, troubleshoot and resolve specific product related issues while maximizing customer and supplier satisfaction. Utilize discretion and independent judgment in analyzing and solving a wide range of complex customer concerns.
  
• Resolve complex issues including the training and ongoing education with Cvent Top Customers. Handle case escalations including Level 2 and 3 testing and diagnostics.
  
• Provide assistance with explanation of product features.
  
• Drive improved use and capabilities of Cvent’s products and services through education and customer engagement; Ensure compliance with documented service level agreements.
  
• Escalations: File escalations with Tier 3 after thorough research for all other resolutions; be responsible for follow up to Top Customers on a schedule determined by SLA procedures. As needed, escalate critical issues as required.
  
• Meet weekly with manager; Prepare and communicate high priority items, pertinent escalations and work completed with GDS Customer Support Account Manager.
  
• Prepare and submit articles for the Knowledgebase. This may include how-to documents, FAQ's and other support documentation.
  
• Prepare and complete various reports used for auditing negotiated rates.
  
• Effectively utilize customer support soft skills to maintain a positive working relationship between Cvent Technology and its customers and partners; Execute and improve best practices in Product Support through continuous assessment and feedback from departmental leaders.
  
• Participate in additional special projects, as requested

Job Requirements

• GDS Experience required
  
• Content Publishing experience preferred
  
• Bachelor’s degree from accredited college or university highly preferred. Degree related to communications, business, technology or engineering preferred
  
• Advanced computer experience with in-depth knowledge of MS office and web-based systems
  
• Previous customer support experience required
  
• Experience in the travel, hospitality or the meeting industry is a plus

Key Skills & Competencies

• Customer Service Focus: Ability to use discretion and independent judgment to solve complex problems; Strong customer engagement service skills to drive improved use of capabilities
  
• Superior Interpersonal Skills: Ability to interface with a wide range of personalities and levels within Lanyon and client organizations; Professional communication style
  
• Data Collection and Analysis: Proactive listening; resourceful in collecting sufficient data; Analysis of data to develop and implement best solution
  
• Initiative: Self-starter with strong sense of ownership; Tenacity in problem solving with positive outcomes; Motivated to increase capacity and responsibility – i.e. becoming a Senior Product Consultant or seeking other roles in the organization with a higher level of responsibility
  
• Detailed Oriented: Detailed administrative skills for tracking and reporting
  

GDS Adept: Knowledge or experience in working with various GDS (Amadeus, Sabre, Galileo, and/or WorldSpan)

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

At Cvent we celebrate, support and are committed to creating a diverse and inclusive environment. We’re proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other legally protected characteristics.

Cvent maintains a drug-free workplace

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