Customer Retention Manager, Event Solutions

The Customer Retention Manager will work within the retention department, a function of the Account Management team, that partners with both internal stakeholders and customers to drive resolution of customer issues and mitigate the risk of revenue loss or non-renewal. This role is customer-facing and brings visibility and attention to causes of customer dissatisfaction by working directly with the customer on the issue and serving as an internal consultant for the Cvent Account Team.

1. 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.
2. 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.
3. 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.
4. Manage the data collected through the At-Risk Account (ARA) program and be prepared to present key feedback to Cvent leadership and department leads.
5. Help coordinate and then ensure consistency across the various teams in terms of policies and processes for handling at-risk customer interaction and escalations.
6. 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.
7. 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.
8. Perform other duties as assigned.

1. Bachelor's Degree or equivalent work experience.
2. Experience with customer-facing sales, relationship management, escalation management, or customer success experience in a SaaS environment, preferably within the event, hotel, or travel industries.
3. Confident leading meetings with external executive stakeholders, making and influencing decisions, documenting progress, and resolving issues quickly and collaboratively.
4. Familiarity with Salesforce Reporting, Dashboards, CPQ, and Opportunities is preferred.
5. Exceptional attention to detail and communication skills.
6. Comfort communicating with diverse internal and external audiences at all seniority levels.
7. Strong project management and organizational skills.
8. Strong objection-handling and negotiation skills.
9. Experience in an extremely fast-paced and ever-changing environment.
10. Strong sense of initiative and personal accountability in an entrepreneurial culture.
11. Ability to function independently and with integrity.

Unfortunately, we are unable to provide sponsorship for this role.