Customer Retention Manager

Other jobs >> General

Negotiable

Permanent

Description

What You Will Be Doing

- Assist in identifying problem accounts, work cross-functionally with a team of 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 Cvents 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



What You Need for this Position

- Bachelors degree required

- 5-8 years of proven customer facing sales or account management experience in a SaaS environment, preferably within the event, hotel, or travel industries

- Must display exceptional written and verbal communication skills, you will be interacting with C-level executives (both internally and externally) on a regular basis

- 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; ************** is highly preferred



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

Cvent maintains a drug-free workplace
  • 1
  • Negotiable
  • None
  • None
  • Re-142012
  • Permanent
  • 2

How to Apply: Please click here to create a free Pure-jobs.com account and post your resume. Only logged in job seekers can apply for a job.

Find us at:

Never provide bank account, credit card details or any other financial information, or make any form of payment, when applying for a job. If you are ever asked to do this by a recruiter on Pure Jobs please click the Report button or contact us with the advertiser's company name and the title of the job vacancy. You should not send any money to anyone. A genuine employer with a job offer would never ask you to do this.

Report this job
x

Report a job

If you're concerned about a job advert, let us know and our quality team will investigate.

Your name(*)
Invalid Input

Your email address(*)
Invalid Input

Please select you reason(*)

Additional information(*)
Invalid Input

Invalid Input



Subscribe to updates from our blog