Job Description

:
Overview:
About Cvent:
Cvent is a leading meetings, events, and hospitality technology provider with more than 4,800 employees and ~22,000 customers worldwide, including 53% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues, and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, were transforming the meetings and events industry through innovative technology that powers the human connection.
The DNA of Cvent is our people, and our culture has an emphasis on fostering intrapreneurship- a system that encourages Cventers to think and act like individual entrepreneurs and empowers them to take action, embrace risk, and make decisions as if they had founded the company themselves. At Cvent, we value the diverse perspectives that each individual brings. Whether working with a team of colleagues or with clients, we ensure that we foster a culture that celebrates differences and builds on shared connections.
Overview Of Role:
We are seeking an Outreach Specialist to join our ENT/TPP Customer Success Team. This is a unique opportunity for dynamic and driven individuals to contribute to our mission of providing high-quality service to our enterprise customers. As an Outreach Specialist, you will be pivotal in partnering with Customer Success Managers/Account Managers to ensure our customers leverage our products and services and provide just-in-time success to other customer segments in our portfolio. Your focus will be to improve customer satisfaction, increase product adoption, create opportunities to grow the account and increase the share of wallet, enhance customer satisfaction, and ultimately increase our Annual Recurring Revenue (ARR) while minimizing downgrades.
In This Role, You Will:

• Partnering with Customer Success Managers to monitor the adoption of contracted products. Create a plan to increase the usage of underutilized products
• Participate in regular standing customer calls and contribute product knowledge and best practice recommendations to propose solutions that help customers meet their objectives for using Cvent
• Maintain high customer satisfaction throughout the customers journey by being an integral part of the account team. Identify areas of dissatisfaction and create a plan to address them in collaboration with the CSM and AM
• Pull account metrics and participate in ABR/QBR discussions with customers
• Guiding customers and CSMs through just-in-time success activities for Enterprise & TPP customers
• Maintain a high level of product knowledge across the Cvent platform
• Liaison with internal teams such as Support, Professional Services, Product Management, App Support, Solutions Specialist, and Account Managers for customer issues and projects to ensure a cohesive customer experience
• Execute assigned CTAs as per playbook expectations and if needed deviate from the outlined process to achieve ARR, Adoption, CSAT, etc.
• Consistently meet internal/external deadlines
• Develop expertise in leveraging different systems such as CVII, Gainsight, Wiki, Box,Salesforce, Cvent Community, and Sigma
• Maintain real-time documentation of customer interactions, actions taken, and outcomes achieved
• Be resourceful, when the situation demands to meet/exceed customer need

• Graduate or postgraduate degree or equivalent applicable experience
• Minimum of 4 years of work Customer-facing experience in technical support, customer success, or sales role preferred
• Excellent communication skills in English (spoken and written)
• Aptitude for learning and applying new technologies and industry-specific business knowledge
• Demonstrates the ability to work on multiple concurrent internal and customer-facing tasks/projects
• Displays ownership and accountability toward working with various stakeholders and meeting deadlines
• Experience/expertise in web-based applications as well as office productivity tools such as MS Excel, Word, and PowerPoint is required
• Ability to work independently and manage multiple projects, responsibilities, and competing priorities in a fast-paced environment
• Possess strong organizational and analytical skills to prepare data for configuration and to process data into actionable reports