Senior Product Consultant- Passkey

Cvent, Inc.; Gurugram District; On-site; INR 1,000,000 - 1,600,000; Full time

Job summary

Cvent, Inc. is seeking a Product Consultant for Passkey in its Client Services Department. The role centers on acting as the primary contact for clients, providing expert guidance, and ensuring optimal use of Passkey features to maximize value.

You will handle calls, chats, and emails, develop deep product knowledge, and collaborate with cross-functional teams to tailor solutions for event and hotel clients. Night shifts may be required in this client-facing, global support role.

Qualifications

• Graduate or Master’s degree in any field.
• Proven experience in client-facing customer service role, preferably in technology or SaaS product environments.
• Hotel industry background with strong understanding of hotel operations and distribution for groups and events.

Responsibilities

• Demonstrate detailed product knowledge when assisting clients over the phone and by chat/email.
• Develop and maintain deep knowledge of Passkey product offerings, including features and best practices.
• Serve as the primary point of contact for clients, providing expert guidance to maximize product value.
• Collaborate with clients to understand needs and develop tailored Passkey solutions.
• Monitor product usage and client outcomes, identifying areas for improvement and opportunities for further engagement.

Skills

Product knowledge

Customer service

Hotel industry aware

Excel

Word

Night shifts

Communication

Cross-functional work

Education

Graduate or Master’s degree

Tools

PMS knowledge

CRS knowledge

MARSHA familiarity

Oracle OHIP/OXI

Concerto

AMADEUS CRS

Job description

Overview:

About Cvent:

www.cvent.com

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 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.

About Passkey

The Cvent Passkey product is a leading solution within Cvent's Hospitality Cloud, primarily used for group reservation and room block management.

It serves as a powerful platform that bridges event planners and hoteliers by:

1. Automating Room Block Management: It allows hoteliers and event organizers to efficiently manage room inventory, track pick-up rates, and adjust blocks in real-time.
2. Simplifying Attendee Booking: It provides attendees with a seamless, customized online booking experience, ensuring they can easily secure rooms within the contracted room block and at the agreed-upon group rate.

Essentially, Passkey automates what used to be a manual, high-friction process of managing reservations for large events, ensuring maximum room block utilization and a better experience for both the venue and the event organizer.

Job Summary

We have multiple Product Consultant positions for graduates with 3-7 years of work experience in our Client Services Department for the product Passkey. As our clients' primary point of contact, you will spend approximately 90% of your day assisting clients over the phone or via chat and email. There are a few other daily activities and special projects that you will be required to perform in addition to providing the best customer care possible.

In This Role, You Will

• Demonstrate detailed product knowledge when assisting clients over the phone and by answering their product questions and offering technical assistance
• Develop and maintain deep knowledge of the Passkey product offerings, including features, functionality, and best practices.
• Serve as the primary point of contact for clients, providing expert guidance and advice to help them maximize the value of the product.
• Collaborate with clients to understand their needs and challenges and develop tailored solutions that leverage Passkey's capabilities.
• Monitor product usage and client outcomes, identifying areas for improvement and opportunities for further engagement.

Here’s What You Need

• Graduate or have a master’s degree in any field
• Proven experience in client-facing customer service role, preferably in technology or SaaS product environments.
• Hotel industry background with strong understanding of hotel operations and distribution, especially for groups and events (e.g., group blocks, rooming lists, pickup, cut‑off/attrition, rate and inventory controls).
• Practical knowledge of hotel technology, including Property Management Systems (PMS) and related integrations; familiarity with concepts such as inventory/room type/rate plan mapping, ARI updates, two‑way interfaces, and reconciliation workflows.
• Preferred knowledge of hotel systems (PMS or CRS ) - Marriott MARSHA, Oracle - OHIP/OXI, Concerto, ACRS (Amadeus central reservation system) etc
• Experience of working on Microsoft Excel and Word.
• Candidates should be ready to work night / late night shifts
• Excellent presentation, communication, and interpersonal skills.
• Experience working collaboratively with cross-functional teams.