Customer Retention Manager

Cvent is hiring a Customer Retention Manager for its global Customer Retention team within Account Management. The role works with customers and internal stakeholders to resolve customer issues, mitigate revenue loss and non-renewal risk, and coordinate remediation across teams.

Responsibilities:

• Manage a portfolio of escalated accounts proactively submitted by Account Managers via the Customer Retention case management system (SFDC)
• Gain a complete and objective understanding of the escalated account situation through deep account research and discussions with internal stakeholders
• Establish a consensus between customer and Cvent on root cause of issue, paving a path for remediation plans and next steps
• Project manage steps toward issue resolution, which often involves detailed contractual adjustments and granular, cross-functional interaction with supporting teams
• Engage with the customer as a point of escalation by representing the larger Cvent leadership team, and take ownership of case resolution when possible
• Act with professionalism and a sense of urgency when working through tense, emotionally charged, or complex customer issues
• Serve as a liaison between customers and Cvent leadership, thoughtfully considering need for additional internal escalation for involvement or awareness
• Work collaboratively and effectively with leaders across the organization, often outside of Sales (Finance, Legal, Client Services, Product), to analyze and resolve complex customer issues
• Routinely track progress to resolution and corresponding metrics within Salesforce for accurate reporting to assigned account resources and stakeholders
• Secure approval and quantify concessions for every assigned escalation and issue
• Maintain an in-depth knowledge of Cvent products and services, financial booking rules, contracting processes, and internal escalation paths

Requirements:

• Bachelor's Degree or equivalent work experience
• 6+ years of proven customer-facing sales, relationship management, escalation management, or customer success experience in a SaaS environment
• preferably within the event, hotel, or travel industries
• Confident leading meetings with external executive stakeholders, making and influencing decisions, documenting progress, and resolving issues quickly and collaboratively
• Exceptional attention to detail and communication skills
• Comfort communicating with diverse internal and external audiences at all seniority levels
• Strong project management and organizational skills
• Strong objection-handling and negotiation skills
• Experience in an extremely fast-paced and ever-changing environment
• Strong sense of initiative and personal accountability in an entrepreneurial culture
• Ability to function independently and with integrity
• High emotional intelligence and ability to convey empathy
• We are not able to offer sponsorship for this position
• Familiarity with Salesforce Reporting, Dashboards, CPQ, and Opportunities is preferred