Senior Platform Analyst

Splash; Gurugram District; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Cvent is seeking a System Administrator and dedicated Cvent Support POC for our clients in a role focused on managing changes, maintenance, and issue resolution across accounts. You will troubleshoot client-specific issues, provide RCA, and outline next steps with action items.

The ideal candidate will be a quick learner with strong communication skills and experience in customer success roles supporting global clients. Collaboration with sales and technical teams is key.

Qualifications

• Five to six years of experience in a customer success role supporting US, UK or Australia clients.
• Strong communication and interpersonal skills, both written and verbal.
• Ability to train users and create clear documentation and RCA when needed.
• Experience handling enterprise software or SaaS platforms is a plus.

Responsibilities

• Be the client’s primary contact for Cvent technology solutions and features.
• Provide consultative guidance on enterprise meeting management processes.
• Manage support queues and ensure coverage until accounts are assigned.
• Create cross-meeting reports and recommend changes to support client objectives.
• Design and conduct user training for client meetings and events programs.
• Advocate for clients within Cvent’s teams and coordinate across departments.
• Monitor user adoption and platform usage, proposing strategies to increase value.

Skills

Customer success

Account management

Communication

Training

Data analysis

Problem solving

Tools

PowerPoint

Excel

Job description

Overview

Cvent is a leading meetings, events, and hospitality technology provider with more than 6000+ employees and 34000+ 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 human connection.

Headquartered in Tysons Corner, Virginia, Cvent (formerly NYSE: CVT) was acquired by Blackstone and Vista for $4.6B in 2023.

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.

Cvent is redefining the meetings and events industry through technology that advances human connection.

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.

Recruitment Scam Notice

Beware of recruitment scams. Legitimate Cvent recruiting communications will come from accounts formatted as "[e-mail]" email address. Cvent will never request payment or ask for sensitive personal or financial information through chat or social media platforms. Cvent is not responsible for losses or damages arising from communications, payments, or disclosures made to third parties impersonating Cvent. If you believe a communication may be fraudulent, we strongly recommend that you don't respond and report the incident at [e-mail]. For more information, visit Cvent's Recruitment Fraud Notice. https://www.cvent.com/en/notice-recruitment-fraud

About the Role

You will work primarily as a System Administrator and a dedicated Cvent Support POC for clients. You'll be required to take care of any changes, modifications and maintenance services that need to be carried out on the accounts per clients' request. In addition to this, you'll also be required to troubleshoot on various account-specific issues on clients' behalf and provide an RCA on the incident and next steps along with action items.

In This Role, You Will:

• Act as Client's primary contact/ advisor regarding Cvent technology solutions, features, and functionality
• Consult on business processes and best practices as it relates to enterprise meeting management technology
• Handle support queue calls until assigned to an account or engagement. Continue supporting the business through queue coverage whenever capacity is available, even after account assignment.
• Create and analyze cross-meeting reporting to provide recommendations for changes that can be made to support client objectives
• Design, coordinate, and conduct user training on client's meetings and events program
• Act as Client's advocate within Cvent's management and technology groups by managing activities and liaising between the client and the various Cvent departments
• Monitor user adoption and system usage, recommend strategies to increase usage/adoption, and maintain client's account configuration as part of overall system administrator duties
• Cultivate new business opportunities by asking questions, mining opportunities presented and sharing findings with sales partners
• Consultation for industry best practices and drive efficiencies using the platform
• Maintain and ensure compliance guidelines, privacy policies and branding guidelines are met
• Administration of user groups and user access
• Onboarding new users
• Ongoing platform support enquiries and track escalations
• Data steward for product data ensuring relevance, accuracy, and harmonization across the platforms
• Provide regular product updates/ issues to the customer
• Track tasks and progress with the customer
• Maintain documentation related to customers business process
• Cadence calls with Internal stakeholders to share updates and insights

Here's What You Need:

• Quick learner, with a positive attitude and ability to work well within a team
• Excellent communication skills (verbal and written)
• Exposure to Cvent platform is a plus
• Experience that involves working on Custom tasks, Customer Success & Projects preferably in software and technical background
• Strong business acumen, ethics and high integrity
• Candidates must rank within the top 20% of their present team
• Candidates should be ready to work 24x7, shift depending on client's requirement
• Knowledge of PowerPoint and Excel will be a plus
• Must be articulate, organized, detail-oriented and can multi-task
• Should have 5 - 6 years of experience in customer success role supporting US, UK or Australia clients