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. In short, we’re transforming the meetings and events industry through innovative technology that powers the human connection.
In This Role, You Will:
- Queue & Case Management (Core KRA)
- Own erroneous contract queues; assign work and drive resolution within SLAs
- Manage approval queues across Salesforce CPQ, Ironclad, and related systems; proactively remove blockers
- Oversee intake via Slack, JSM, and email; ensure effective triage, tracking, and closure
- Identify ageing items, recurring issues, bottlenecks; escalate risks to RevOps leadership
- Sales Enablement & Stakeholder Collaboration
- Partner with Sales and Sales leadership to support active deals and unblock issues quickly
- Coordinate with Finance, Legal, and RevOps leadership to resolve deal exceptions and approval delays
- Reinforce best practices on deal structure, approvals, and administrative requirements
- Process Excellence, Tooling & Analytics
- Own KPIs and dashboards (cycle time, SLAs, backlog, error rate, escalations, Sales satisfaction); report trends weekly
- Standardize and optimize workflows across Salesforce, CPQ, eSignature, and Ironclad; champion AI-assisted workflows
- Lead operational initiatives to improve throughput, accuracy, and Sales experience; maintain SOPs and wiki playbooks
- Ensure strong adherence to Finance policies (e.g., booking and commissions) through training and governance
- Enforce approval matrices, delegation, audit trails, and quality controls to reduce rework and resolution time
- Team Leadership & People Management
- Manage SPOT Help and contract error queues; ensure timely closure of all cases
- Ensure team availability during off-hours, EOM, and EOY to support deal closures
- Manage capacity, scheduling, and coverage across time zones and sales segments
- Own onboarding, ramp plans, and ongoing skills development and certifications
- Lead, coach, and develop RevOps Support reps; set goals, deliver feedback, and manage performance reviews
- Act as escalation point for complex cases; exercise judgment and escalate as needed
- Lead monthly contracting office hours, support QBRs, and deliver training sessions
Here's What You Need:
- Strong proficiency in Salesforce; experience with CPQ, eSignature tools (Adobe Sign/DocuSign), and Ironclad preferred
- Comfortable using AI tools and prompts to improve speed and quality
- Excellent written and verbal communication; strong stakeholder and conflict management skills; confident presenting to senior leadership
- Solid business acumen, ethics, and judgment; able to solve problems independently in a fast-paced environment
- Strong time management and prioritization; flexible working hours; capable of managing multiple priorities and deadlines
- Advanced proficiency in PowerPoint, Word, Excel, Outlook, and Adobe; familiarity with internal support channels is a plus
- 5+ years of experience in contract management, deal desk, sales operations, finance, or related roles with demonstrated growth
- 2+ years of leadership preferred; strong coaching and mentorship experience required