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Manager, Customer Success Operations

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Cvent is a leading meetings, events and hospitality technology provider with more than 4,300 employees and nearly 21,000 customers worldwide. Founded in 1999, the company delivers a comprehensive event marketing and management platform for event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business.

The Manager, Customer Success Operations oversees all aspects of the program journey for Cvent client-facing digital experiences and other digital customer touchpoints. As our Customer Success Operations Manager, you will report to the Director of Client Success Operations and partner closely with Marketing and Client Services. You will help design and strategize client adoption through email, community and in-app messaging. With the goal of reaching clients at the pinnacle point in their journey leading to faster adoption of Cvent products. You will be tasked with implementing comprehensive strategies to increase engagement across our digital touchpoints. You will play a leading role in a variety of digital modernization initiatives and serve as the strategic voice for the business and Cvent users.

What You Will Be Doing

• Be accountable for execution of priorities and delivery of business outcomes, identifying and driving toward achievement of key performance indicators (KPIs) and resolution of use cases
• Champion the solutions among cross-functional initiatives within a matrixed organization
• Work with multiple business and technical stakeholders to understand business process, data, reporting requirements, and opportunities to enhance the program(s)
• Be a decision driver when working with stakeholders in creating efficient and scalable data, processes, and reporting solutions
• Document, review, and moderate user stories and acceptance criteria while providing a critical eye to the content, presentation, and level of detail
• Understand customer’s journey to create digital touch points that will enhance the onboarding training and adoption rate
• Partner with cross-functional teams to define digital Program roadmap and enhance existing and new knowledge base and training videos to be utilized in part of the clients’ journey through digital touch points

What You Need for this Position

• 7+ years of technical experience and customer service role
• Experience working with development teams
• Experience working with digital experience and analytics software applications and analytics platforms a plus. (Pendo, Gainsight, and Intercom)
• Experience in developing and executing low touch customer success strategies
• Proven success using customer and data insights to inform strategically aligned improvements to a Program or service

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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