Customer Success Manager

Lanyon, Inc. Philadelphia , PA 19107

Posted 4 months ago

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

  • 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 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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Customer Success Manager

Lanyon, Inc.