Cvent - Manager - Customer Marketing

About the job:

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.

Strategy Development, Campaign Planning, and Execution:

- Onboarding Programs: Develop and execute comprehensive onboarding strategies to guide new customers through the initial stages of their journey, ensuring a smooth transition and successful product adoption.

- Collaborate with cross-functional teams, including Product, Customer Success, and Sales, to create onboarding materials, tutorials, and resources tailored to different customer segments.

- Design evergreen nurtures for personalized and progressive onboarding journeys.

Adoption:

- Implement customer adoption programs to increase product usage, feature adoption, and overall satisfaction.

- Analyze customer data and feedback to identify opportunities to improve onboarding and adoption processes and drive initiatives to enhance the customer experience.

Retention:

- Create targeted retention campaigns and initiatives to reduce churn and increase customer lifetime value.

- With the analytics team, develop a churn-prediction model and design at-risk nurture to drive better retention.

Content Development:

- Develop compelling content that is aligned with the needs of target customer stages.

- Customize messaging to resonate with specific personas and pain points within the target products purchased and stages.

- Work closely with the Marketing team to align customer marketing efforts with overall brand and messaging strategies.

Data Analysis and Reporting:

- Analyze customer performance, engagement data, and campaign performance metrics to assess effectiveness and make data-driven adjustments.

- Provide regular reports and insights to stakeholders, highlighting key achievements and areas for improvement.

Cross-Functional Collaboration:

- Work closely with the sales team to align marketing efforts with the sales pipeline and ensure seamless communication between departments.

- Collaborate with product marketing, demand generation, Product, Client Success, and Analytics teams to provide a cohesive and integrated marketing approach

Technology Utilization:

- Leverage marketing technology tools, such as CRM, marketing automation, and analytics platforms, to optimize customer initiatives.

- Stay informed about industry trends and emerging marketing technologies to improve campaign effectiveness continuously.

- Strong analytical skills with the ability to interpret data and make data-driven decisions.

- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.

- Experience working with customer relationship management (CRM) and marketing automation platforms.

- Detail-oriented with strong project management and organizational skills.

- Creative thinker with a passion for delivering exceptional customer experiences.

- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

- Hospitality Industry experience and experience in a SaaS environment is a plus.

- Strategic thinker with the ability to translate business objectives into actionable marketing plans.

- Detail-oriented, organized, and able to manage multiple projects simultaneously.

- Strong collaboration and interpersonal skills, fostering a culture of teamwork