Amardeep Singh

Client Management

• Customer Onboarding: Assist new customers in getting started with our product, providing guidance, training, and ensuring a smooth onboarding process.
• Account Management: Develop and maintain strong relationships with key customer accounts. Act as their main point of contact and advocate within the company. Exploring expansion opportunities.
• Customer Feedback: Gather customer feedback, case studies, quotes, and insights to provide input to the product development team for continuous improvement.
• Renewals and Upselling: Monitor customer usage, and work on renewing subscriptions. Identify opportunities for upselling and cross-selling additional services or features.
• Customer Success Plans: Collaborate with customers to create and execute customer success plans that align with their goals and objectives.
• Complete post-event customer success reviews to discuss customer feedback, demonstrate the value of Cvent, and close out the onboarding experience.
• Churn Prevention: Proactively identify and address factors that may lead to customer churn. Develop strategies to mitigate churn, and increase customer retention.
• Reporting: Maintain and provide regular reports on customer engagement, satisfaction, and product usage to internal stakeholders.

Event Management

• Managed client relationships as the primary point of contact for a diverse portfolio of events
• Assisted clients with event registrations, attendee engagement app, onsite solutions, and venue sourcing
• Directed end-to-end event planning and on-site/virtual execution, consistently maintaining proactive communication with clients from the initial concept through post-event wrap-up.
• Provided expert consultation and strategic guidance to clients on optimizing Cvent’s virtual and onsite solutions
• Facilitated critical liaison functions between clients and vendor partners, overseeing the full lifecycle of event material sourcing, quoting, and delivery
• Efficiently managed multiple complex event projects, expertly balancing critical timelines, diverse deliverables, and varied stakeholder expectations.
• Oversaw the meticulous configuration and deployment of event technologies across the entire project lifecycle
• Post-event debrief discussing event data, areas of opportunity, event success, and next steps.

• Assist in preparing and conducting classroom sessions, assessments, and provide floor support during Classroom Training and On-the-Job Training (OJT), serving as a 'Subject Matter Expert' for process knowledge.
• Manage the allocation of inbound and outbound calls for new hires and coach them during OJT to meet certification requirements and maintain high motivation levels.
• Monitor calls for quality assurance, provide coaching and feedback based on call evaluations, Voice of Customer Metrics (VOCM), Performance Assessment (PA), and Compliance Scores.
• Share process updates, create individual development plans, record daily performance, conduct theme-based huddles, and ensure adherence to internal policies, procedures, and compliance regulations.