Manager, Implementation Team

Manager, Implementation Team – Join to apply at Cvent
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Cvent is a leading meetings, events, and hospitality technology provider with more than 5,000 employees and 24,000 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. 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, take risks and make decisions confidently. We value diverse perspectives and celebrate differences, working together with colleagues and clients to build strong connections.

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.

• Lead the onboarding process for new clients, from contract close through successful first events.
• Deliver structured training sessions for new customers and coordinate technical support or integration setup calls as needed.
• Ensure clients are confident using Goldcast to independently run successful events by the end of onboarding.
• Partner with internal teams to ensure expert setup and configuration of key integrations (e.g., Salesforce, Marketo, Hub Spot, Pardot, webhooks).
• Leverage your understanding of marketing automation and CRM tools to troubleshoot issues and advise clients on optimal integration practices.
• Manage a portfolio of onboarding clients with consistent, proactive communication, ensuring timely progress through the onboarding process and clear expectations at every stage.
• Set and track milestones for each project to ensure efficient implementation and on‑time go‑lives.
• Become a Goldcast product expert, fully understanding the platform’s features, configuration options, and common use cases.
• Stay current on new product releases and communicate relevant updates to clients during onboarding.
• Confidently engage with technical decision‑makers and users to address questions and provide implementation guidance.
• Partner closely with Technical Support, Product, and Customer Success to elevate or resolve issues, align on customer needs, and share feedback for continuous improvement.
• Communicate customer insights and onboarding challenges to internal teams to help enhance the overall customer experience.
• Maintain detailed and organized documentation for each client, capturing progress, meeting notes, and technical configurations.
• Ensure smooth transition of accounts to the Customer Success team post‑onboarding, providing a complete and accurate handover package.

• 3–5 years of experience in a client‑facing role at a SaaS company, preferably in customer onboarding, implementation, or technical account management; experience working with clients ranging from ~500–2,000 employees.
• Strong comfort with SaaS products and integrations; prior exposure to tools such as Salesforce, Marketo, Hub Spot, or Pardot is a plus.
• Willingness to work U.S. hours (up to 6:00 PM EST) to align with customer schedules.
• Skilled at translating complex concepts into clear, actionable guidance for customers.
• Able to maintain composure and professionalism during challenging client interactions.
• Excellent written and verbal communication skills in English, with a clear, structured, and empathetic communication style.
• Self‑motivated, detail‑oriented, and capable of managing multiple onboarding projects simultaneously.
• Creative thinker who can troubleshoot issues and develop tailored solutions to help customers succeed.
• Comfortable working in a global, remote team environment and partnering cross‑functionally to ensure smooth delivery.

Physical Demands:
Extensive computer use, occasional travel to client sites.

We are not able to offer sponsorship for this position.

Arlington, VA – $50,100.00 to $ (1 week ago). Salary range for similar roles: $ to $ in District of Columbia; $ to $ in Vienna, VA; $ to $ for Project Specialist I in Arlington, VA; $ to $ in Washington, DC; $ to $ in Washington, DC; etc.