Onboarding Specialist

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Overview
Cvent is a leading meetings, events and hospitality technology provider with more than 4,800+ employees and nearly 22,000 customers worldwide. Founded in 1999, the company delivers a comprehensive event marketing and management platform for event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business.

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. We foster an environment that promotes agility, which means we don’t have the luxury to wait for perfection.

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.

We’re looking for Onboarding Specialists on the Mid-Market Client Success team, who are responsible for guiding our new customers in their use of the Cvent platform. Onboarding Specialists serve as our customers’ primary point of contact while they are beginning the onboarding process of Cvent’s software. In this role, you will be responsible for making a strong first impression on our customers during the first weeks and months of their onboarding journey and exercising an expert-level of product knowledge to ensure our customers are able to quickly realize value from Cvent's software and achieve their goals through Cvent's software.

The ideal candidate should be extremely motivated with excellent communication skills and the ability to thrive in a fast-paced, fun work environment. We’re looking for someone who gets excited about having an important impact on a successful, growing company known for its customer service.

• Work alongside Sales and Customer Success to learn the goals and objectives of new customers and translate those needs into a tailored onboarding process
• Initiate a successful customer journey by ensuring customers complete required product trainings
• Host personalized strategy calls for new Cvent users to ensure the completion of major milestones in the event lifecycle
• Demonstrate detailed product knowledge when assisting customers both on the phone and via email
• Drive platform adoption and offer best practice tips
• Complete Post Event Customer Success Reviews to discuss customer feedback, demonstrate the value of Cvent, and close out the onboarding experience
• Lead re-onboarding for existing customers as needed

• Bachelor's degree with strong academic credentials
• Customer centricity and empathy - must be able to quickly understand customer needs
• Experience working with frustrated customers and de-escalating urgent and high priority problems
• Demonstrated flexibility and experience navigating environments with lots of ambiguity
• A passion for leading and helping others and a blend of technical and interpersonal skills
• Attention to detail, time management, and task prioritization skills
• Excellent communication skills (verbal and written)