Outreach specialist, Enterprise Success

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 customer s 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 Heres What You Need: Graduate or postgraduate degree or equivalent applicable experience Minimum of 4 years of work experience 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