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Enterprise Customer Retention Manager

Experienced

Cvent | Sales | Tysons Corner, VA

Position Overview

 

We have a rewarding and lucrative Customer Retention Manager position available on our Enterprise team. Your main responsibility will be to work side-by-side with Account Managers that interact with Fortune 2000 companies.

 

What You Will Be Doing

  • Assist in identifying problem accounts, work with the assigned Account Managers to mitigate the risk of cancellation or future disservice and serve as a point of contact for the customer if they, or the Account Manager, requests escalation internally
  • Improve the retention rate for Cvent’s existing customer base and thus increase revenue impact across Cvent Products. This includes remediating assigned at-risk accounts as well as identifying new revenue generating opportunities within at-risk accounts, when appropriate and relevant.
  • Advise the assigned Account Manager on suggested remediation and next steps and/or work directly with the customer toward a resolution, if appropriate. Customer Retention Managers are expected to develop a complete and unbiased understanding of the escalated account situation and work with the relevant teams to find a solution
  • Manage the data collected through the At Risk Account (ARA) program and be prepared to present key feedback to Cvent leadership and department leads.
  • Help coordinate and then ensure consistency across the various teams in terms of policies and processes for handling at-risk customer interaction and escalations
  • Maintain an in-depth knowledge of Cvent products and services, account and billing processes, various policies and procedures and points of escalation related to service delivery and product; work closely with these teams as needed for issue resolution.
  • Forecast potential loss of revenue due to missing functionality or product limitations and work with the Technology Project Managers on possible deliverables and future updates that might mitigate the non-renewals
Skills & Requirements

What You Need for this Position

  • Bachelor’s degree required
  • 4-6 years of proven customer facing sales or account management experience in a SaaS environment, preferably within the event, hotel, or travel industries
  • Comfortable learning, using and discussing very granular elements of Cvent technology and integrations
  • Articulate, organized, detail-oriented, and possess the ability to multi-task in a dynamic, extremely fast-paced and ever-changing, entrepreneurial environment
  • Able to integrate knowledge across disciplines to include prospecting, consultative selling, product demonstrations, negotiating contracts, operation/process flow, and understanding Cvent internal processes
  • Strong sense of initiative and personal leadership demonstrating the ability to function independently while contributing to team initiatives. Must be self-motivated and able to see things from the ‘customer lens’
  • Significant experience using sales automation products and web collaboration tools; Salesforce.com is highly preferred

 

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

Cvent maintains a drug-free workplace