Implementation Consultant

Overview:

Our Culture and Impact

Cvent is a leading meetings, events, and hospitality technology provider with more than 5,500+ employees and ~30,000 customers worldwide, including 60% 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.

Cvent's strength lies in its people, fostering a culture where everyone is encouraged to think like entrepreneurs, taking risks and making decisions confidently. We value diverse perspectives and celebrate differences, working together with colleagues and clients to build strong connections.

AI at Cvent: Leading the Future

Are you ready to shape the future of work at the intersection of human expertise and AI innovation? At Cvent, we're committed to continuous learning and adaptation-AI isn't just a tool for us, it's part of our DNA. We're looking for candidates who are eager to evolve alongside technology. If you love to experiment boldly, share your discoveries, and help define best practices for AI-augmented work, you'll thrive here. Our team values professionals who thoughtfully integrate AI into their daily work, delivering exceptional results while relying on the human judgment and creativity that drive real innovation.

Throughout our interview process, you'll have the chance to demonstrate how you use AI to learn, iterate, and amplify your impact. If you're excited to be part of a team that's leading the way in AI-powered collaboration, we'd love to meet you.

We are seeking an experienced Implementation Consultant to join the implementation team. This role is pivotal in managing the successful technology deployment of new customer accounts and re-engagement projects for existing clients. As an Implementation Consultant, you will lead 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.

Here's What You Need:

• Has the ability to identify key risks and "manage up" by clearly articulating points of risk and action plans to reduce or eliminate risks to success.
• A proven ability to learn and apply cutting edge AI solutions to improve productivity and elevate results and contributions - internally and for customers. Examples include experience using Glean on a daily basis, using generative AI tools to revise written documentation and emails based on appropriate personas, etc.
• Experience drafting AI prompts in a business setting. Expectations of this role are to play a team-leading role to set an example for AI application for peers and leaders alike.
• 7+ years of experience in project or customer management, preferably in the corporate meetings, software, or high-tech industries, or a minimum of 3 years of Cvent experience in a strategic, customer-facing, consulting role.
• Bachelor's degree in a relevant field or equivalent experience.
• PMP a plus
• Adaptability to change, with the ability to communicate benefits to team members and customers.
• Exceptional written and verbal communication skills, including the ability to craft comprehensive executive summaries.
• Assertive, concise communication style - for both internal and external stakeholders.
• No ego. A candidate must be willing to learn and accept there are unknowns in order to ask thoughtful, curious questions - both internally and externally to arrive at solutions.
• Proficiency in communicating effectively with C-level stakeholders, showcasing a high-level of professionalism.
• Strong presentation skills, articulate, and detail-oriented with the ability to simplify complex concepts.
• Ability to perform under pressure while maintaining professionalism.
• Skilled in creating and interpreting process flows, identifying areas for improvement.
• Willingness to travel up to 10% of the time.
• Proficient in productivity tools such as Smartsheet, Excel, Word, PowerPoint, and Draw.io.
• Demonstrated ability to learn and apply new technologies in a fast-paced, team-oriented environment.
• Eagerness to engage in a variety of client on-boarding and support activities.
• Strong time management skills, capable of handling multiple complex projects and priorities.
• Ability to work independently, displaying strong organization skills, discipline, and persistence.
• Confidence in proposing solutions to problems proactively.

Physical Demands

We are not able to offer sponsorship for this position.