• 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.

• Bachelor’s Degree or equivalent work experience.
• 4+ 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.
• Familiarity with Salesforce Reporting, Dashboards, CPQ, and Opportunities is preferred.
• 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.

This job posting is intended to comply with all applicable laws. Due to the remote nature of this position, if we learn during the course of our recruitment process that, due to an applicant’s location, further information about the position is required, including certain salary information, this information in this posting will be supplemented accordingly.