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 Salesforce.com 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

upload resume icon
See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Urbn Customer Success Manager

Urban Outfitters

Posted 4 weeks ago

VIEW JOBS 12/19/2018 12:00:00 AM 2019-03-19T00:00 URBN is a portfolio of global consumer brands comprised of Urban Outfitters, Anthropologie, Free People, BHLDN, Terrain and the Vetri Family. We are passionate, creative and entrepreneurial. We create unique retail experiences with an eye toward creativity and a singular focus on pleasing our customer. Learn more about us at http://www.urbn.com Title Customer Success Manager Reports to Head of Marketing Looking for a proactive, passionate leader who is hyper-focused on customer happiness, problem solving, and team building. Ideal candidate will be as excited about fashion and styling as she/he is about process and procedure. Responsibilities * Manage a team of customer success representatives for a new business projected to grow quickly * Develop the necessary documentation for launching a new business, including standard operating procedures and training materials * Act as champion for the customer as the business is launched and evolves over time, acting as the primary voice of the customer for the leadership team * Create a feedback loop for internal team to have regular visibility into customer highlights and pain points and act as key constituent in roadmap planning for relevant customer features * Balance traditional customer service KPIs with long-term retention metrics to ensure that short-term efficiency does not trump long-term customer value * Hire an exceptional team that is impassioned by the core customer and fashion and willing to employ creative problem solving to do what is right for the customer by using a combination of data and intuition Qualifications * Minimum 5 years of experience in customer service or related role including team management * Experience with regularly hiring and training new team members and establishing a streamlined process and documentation around these practices * Understand the importance of the KPIs that truly matter when it comes to elevating the customer experience * Demonstrate a passion for and understanding of the URBN brands, customers, and product. Have finger on the pulse of relevant media and lifestyle trends, fashion, and culture. * Self-starter and strong team player who can act as both a collaborator and an owner/leader. Must be able to establish excellent working relationships and communication across internal stakeholders * Flexibility in a start-up-like environment is critical. Must be willing to roll up sleeves and wear multiple hats during early stage. * Exceptional project management, process management and organization skills. * Effective written and verbal communication skills: must be able to excite and inspire customers Education Bachelor's Degree Location Philadelphia, PA Travel N/a The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Urban Outfitters Philadelphia PA

Customer Success Manager

Lanyon, Inc.