Overview:
Cvent is a leading meetings, events, and hospitality technology provider with more than 4,800 employees and ~22,000 customers worldwide, including 53% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, we’re transforming the meetings and events industry through innovative technology that powers the human connection.
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. 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 are seeking an experienced Senior Implementation Consultant to join the implementation team. This role is pivotal in managing the successful technology deployment for new customer accounts and re-engagement projects for existing clients. As a Senior Implementation Consultant, you will lead complex, global projects, engage with high-level stakeholders, and coordinate multiple workstreams to ensure seamless deployment of Cvent technology. Your expertise in Cvent products and services will be crucial in guiding customers to achieve their goals and measure results. This role requires deep customer discovery, understanding of business process, and resulting assertive communication to guide customers to make necessary changes in business process and technology adoption to correctly position Cvent technology as a transformational platform.

In This Role, You Will::

• Success in this role is defined as a customer successfully deploying, adopting and consuming products purchased. Success is not limited to delivering a project on time and within budget. As a result, this role needs to see the big picture, partner with the Account Team, including Customer Success, to understand the context of the PS Engagement within the customers’ success plan. Resultingly, a key responsibility is to escalate any hint that customer adoption will be blocked along with proposed solutions.
• Provide expert consultation to customers, offering strategic guidance on leveraging Cvent technology to meet their meeting and event management objectives.
• Manage a diverse portfolio of implementation projects, ranging from simple to complex, ensuring adherence to timelines, and escalating issues when necessary.
• Analyze and map current customer processes to future Cvent technology solutions, recommending improvements and efficiencies.
• Act as a product specialist, demonstrating in-depth knowledge of Cvent products. Responsibilities include consulting, configuring, testing, training, and deploying solutions.
• Deliver best practices and industry insights, identifying trends to enhance customer adoption and satisfaction.
• Develop and maintain strong advisory relationships with key customer contacts to drive successful implementation and adoption.
• Oversee and/or configure customer accounts, ensuring accuracy through testing and refinement, while managing team contributions.
• Coordinate and conduct training sessions for users both virtually and in-person.
• Collaborate with Product Development to communicate customer feedback and feature requests.
• Partner with Sales and Account Management to provide implementation expertise during sales processes.
• Ensure customer objectives and requirements are met throughout the implementation lifecycle. This requires asking thoughtful questions to fully understand key customer outcomes and drivers. This requires going beyond technology configuration, but understanding how technology will enable changes within the customer organization and how the Cvent platform will help to measure results.
• Monitor and track project time. Clearly escalate risks for project delivery success.
• Mentor and guide junior team members, fostering a culture of learning and development.
• Occasionally present at industry events or internally as a Subject Matter Expert on implementation or broader Cvent topics.
• Lead and participate in team meetings and committees, occasionally in a leadership capacity.
• Responsible for going above and beyond your daily responsibilities to initiate improvements to our team SOP’s and help develop the team beyond the traditional implementation capacity. An example of going above and beyond: identify gaps in skills and ability across the team and suggest, design and deliver trainings to upskill the team on communication, project management or project delivery best practices. Act as an extension of the leadership team.
• Drive team efforts to fully adopt and increase usage of Cvent’s AI capabilities, both in product and with internal tools. For example, share examples and best practices for things you’ve tried to scale successful approaches and prompts.
• Always be considering the future and how you can adapt and develop your talent to have a broader skillset and help shape the future of the implementation team.

• Success in this role is defined as a customer successfully deploying, adopting and consuming products purchased. Success is not limited to delivering a project on time and within budget. As a result, this role needs to see the big picture, partner with the Account Team, including Customer Success, to understand the context of the PS Engagement within the customers’ success plan. Resultingly, a key responsibility is to escalate any hint that customer adoption will be blocked along with proposed solutions.
• Provide expert consultation to customers, offering strategic guidance on leveraging Cvent technology to meet their meeting and event management objectives.
• Manage a diverse portfolio of implementation projects, ranging from simple to complex, ensuring adherence to timelines, and escalating issues when necessary.
• Analyze and map current customer processes to future Cvent technology solutions, recommending improvements and efficiencies.
• Act as a product specialist, demonstrating in-depth knowledge of Cvent products. Responsibilities include consulting, configuring, testing, training, and deploying solutions.
• Deliver best practices and industry insights, identifying trends to enhance customer adoption and satisfaction.
• Develop and maintain strong advisory relationships with key customer contacts to drive successful implementation and adoption.
• Oversee and/or configure customer accounts, ensuring accuracy through testing and refinement, while managing team contributions.
• Coordinate and conduct training sessions for users both virtually and in-person.
• Collaborate with Product Development to communicate customer feedback and feature requests.
• Partner with Sales and Account Management to provide implementation expertise during sales processes.
• Ensure customer objectives and requirements are met throughout the implementation lifecycle. This requires asking thoughtful questions to fully understand key customer outcomes and drivers. This requires going beyond technology configuration, but understanding how technology will enable changes within the customer organization and how the Cvent platform will help to measure results.
• Monitor and track project time. Clearly escalate risks for project delivery success.
• Mentor and guide junior team members, fostering a culture of learning and development.
• Occasionally present at industry events or internally as a Subject Matter Expert on implementation or broader Cvent topics.
• Lead and participate in team meetings and committees, occasionally in a leadership capacity.
• Responsible for going above and beyond your daily responsibilities to initiate improvements to our team SOP’s and help develop the team beyond the traditional implementation capacity. An example of going above and beyond: identify gaps in skills and ability across the team and suggest, design and deliver trainings to upskill the team on communication, project management or project delivery best practices. Act as an extension of the leadership team.
• Drive team efforts to fully adopt and increase usage of Cvent’s AI capabilities, both in product and with internal tools. For example, share examples and best practices for things you’ve tried to scale successful approaches and prompts.
• Always be considering the future and how you can adapt and develop your talent to have a broader skillset and help shape the future of the implementation team