Overview

We’re looking for a leader within the Customer Success team at Cvent to manage, coach and lead a group of our Customer Success professionals who work with Cvent’s Event Management platform. This individual is responsible for managing the quality, productivity and day-to-day of our success advisors that work with customers to drive adoption, achieve desired outcomes, ensure success with the platform and identify opportunities for expansion and ultimately contract renewal. This position requires a dynamic professional who can liaise with other teams and departments in a professional manner, and can effectively communicate with team members, leadership and clients. Measuring key performance metrics, coaching team members, acting on client satisfaction and handing escalations are all requirements of this position. The ideal candidate must be an engaged leader with the ability to inspire others, drive change and embrace a continuous improvement culture.

In This Role, You Will

• Manage the quality, development, productivity and day-to-day of our Outreach Specialists that work with customers to drive adoption, achieve desired outcomes, ensure success with the platform, and identify opportunities for expansion and ultimately contract renewal
• Perform coaching sessions and deliver feedback on the quality of customer engagements
• Provide strategic guidance and support to reps on providing value-driven outreach and conversations with customers
• Conduct structured, bi-weekly 1:1s with team members to review client priorities, projects, performance objectives and goals
• Determine team member’s goals and assignments based on strong knowledge of individual’s strengths, opportunity areas and interests
• Coordinate and assign recourses to customer facing tasks
• Manage day-to-day operations of team through real time management
• Manage customer escalations, handling them through resolution
• Perform Root Cause Analysis (RCA) and call down customers based on their feedback
• Give input to performance reviews and performance improvement plans when necessary
• Provide input for monthly and quarterly business reviews for leadership
• Identify business improvements that align with company goals to drive the customer and employee experience
  
  

Here's What You Need

• A minimum of 5-7 years of overall work experience, with at least 1 of those in a leadership position. Relevant experience determines the job title of Team Lead or Assistant Manager.
• Previous experience in B2B customer success, account management or other client facing roles.
• Demonstrates strong leadership and people management skills.
• Enthusiastic and engaged leader with the ability to inspire others.
• Excellent interpersonal skills. Must be a strong communicator at all levels and be able to present in large meetings to key stakeholders.
• Contributes to a climate of innovation and continuous improvement to achieve Cvent’s goals.
• Demonstrates ability to manage quality and productivity on a high performing team through variation management.
• Demonstrates personal excellence, accountability and integrity.
• Ability to track key performance metrics and implement solutions to meet client needs.
• Microsoft Office software proficiency, with strong Excel, Word and PowerPoint skills.
• Technical aptitude with strong ability to learn software and upskill.
• Previous experience in SaaS and event industry experience is a plus.
• Knowledge of CRM automation products such as Salesforce and Gainsight.
• Exposure to operational frameworks that focus on data-driven measurement, client satisfaction scoring of service delivery is a plus.