Implementation Consultant

Overview:

The Cvent Implementation team configures and deploys Cvent software for new and existing clients. Our mission is to provide expert guidance and hands-on technical execution, so every client successfully launches, adopts, and realizes value from their Cvent products.

The role blends project management, technical configuration, and client-facing consulting — and increasingly, the smart use of AI tools to move faster, reduce manual work, and give clients a sharper, more consultative experience. This is no longer just a configuration role: it's a role where the best performers use AI as a force multiplier across research, documentation, testing, and client communication.

As a Senior Implementation / Implementation Lead, you will own mid-to-complex client implementations end-to-end — from discovery and process mapping through configuration, testing, training, and go-live. You'll act as a trusted advisor to clients, a hands-on product expert, and a mentor to junior team members, while leveraging AI tools to accelerate delivery and improve quality at every stage of the project lifecycle.

In This Role, You Will:

Client Consultation & Strategic Delivery

• Provide high-level consultation to clients on applying Cvent technology to meet their meetings and events program goals.
• Analyze current-state processes and map future-state workflows to Cvent solutions, identifying opportunities for automation along the way.
• Serve as a product specialist — deeply knowledgeable across Cvent products, able to demonstrate, consult, configure, test, train, and deploy solutions.
• Cultivate strong advisory relationships with key client stakeholders who influence adoption and long-term account health.

Project & Program Leadership

• Apply structured project management discipline — scoping, planning, RAID logs, milestone tracking, and change control — to manage simple-to-complex implementations, keeping timelines on track and proactively escalating barriers to success.
• Translate customer goals into objective, measurable success criteria (e.g., adoption rate, time-to-value, process cycle time, cost savings, ROI) rather than relying on subjective or anecdotal measures of progress.
• Define and track KPIs and success metrics with clients at project kick-off, and report progress against them throughout the engagement so success is data-driven, not just directional.
• Oversee and/or configure client accounts, including testing, refining, and directing the contributions of other team members.
• Track time and profitability of implementation projects, providing recommendations on streamlining, automation, or process redesign.
• Coordinate and conduct virtual user training sessions for client teams.

Technical Configuration & Product Expertise

• Configure, test, and refine Cvent product instances to match documented client requirements.
• Diagram intermediate-to-complex process flows and identify opportunities to streamline and improve efficiency.
• Interface with the Product Development team to define and convey client feature requests.

AI-Enabled Delivery & Innovation

This is where the role has evolved most. AI is now a core part of how implementation work gets done, not an optional add-on:

• Use generative AI tools (e.g., Claude, Copilot) to draft, summarize, and refine requirements documents, process maps, and configuration workbooks — cutting documentation time and improving consistency across projects.
• Apply AI-assisted meeting summarization and transcription tools during discovery calls and configuration workshops to speed up note-taking, action-item tracking, and follow-up communications.
• Identify and build lightweight automations or AI-agent workflows for repetitive project tasks — status updates, test-case generation, training material drafts, and client FAQs — freeing up time for higher-value consulting.
• Maintain quality and accuracy as a human-in-the-loop reviewer: validating AI-generated configurations, documentation, and communications before they reach the client.
• Model and mentor AI tool adoption to junior team members and peers, helping the broader team adopt AI-first ways of working.
• Use AI-powered analytics on data such as usage patterns, support tickets, or historical project data to proactively flag risk and improve implementation quality.

Cross-Functional Collaboration & Leadership

• Partner with Sales and Account Management to support sales activities where implementation expertise is a differentiator.
• Ensure client objectives and requirements are clearly conveyed and tracked throughout the implementation lifecycle.
• Serve as a mentor to new team members, including on best practices for using AI tools responsibly and effectively.
• Present internally as a subject-matter expert on implementation topics, lead conversations in team meetings, and participate in team committees, at times in a leadership capacity.

Here's What You Need:

• 10 to 14+ years of external work experience in a project or customer management role — preferably in the corporate meetings, software, or broader high-tech industry — or a minimum of 5 years of Cvent experience.
• Bachelor's degree or equivalent applicable experience.
• Experience implementing technology or automation, ideally within an organization responsible for managing meetings or events.
• Excellent written and verbal communication skills with a positive, confident, and outgoing presence; strong presentation skills.
• Highly articulate and detail-oriented, with the ability to simplify complex concepts for clients of varying technical fluency.
• Strong project management skills — able to build and manage project plans, timelines, RAID/risk logs, and status reporting across multiple concurrent client engagements.
• Demonstrated ability to translate customer goals into objective, quantifiable outcomes and hold projects accountable to measurable results rather than subjective impressions of progress.
• Ability to comprehend and diagram intermediate process flows, identifying opportunities to streamline and improve efficiency.
• Proficiency in core productivity tools: Excel, Word, PowerPoint, and Visio/Draw.io.
• Demonstrable aptitude for learning and applying new technologies, and for applying general and industry-specific business knowledge in a fast-paced, analytical, team-oriented environment.
• Strong time-management and organizational discipline; ability to manage multiple projects and competing priorities independently.
• A solutions-first mindset — comfortable proposing fixes rather than simply surfacing problems to management.

Adaptability & Resilience Under Pressure

• Ability to pivot quickly on customer situations — reworking scope, timelines, or approach mid-project when client needs, priorities, or constraints shift unexpectedly.
• Comfort operating through significant change management within a project (new stakeholders, revised requirements, shifting priorities) with flexibility rather than resistance to the change.
• Proven ability to multitask and stay effective under pressure — juggling competing deadlines, client escalations, and internal priorities without losing quality or composure.
• Willingness and ability to manage through non-ideal or ambiguous situations — messy data, incomplete requirements, tight timelines — rather than waiting for perfect conditions to make progress.

AI & Technology Fluency (New)

• Hands-on, practical experience using generative AI tools (e.g., Claude, ChatGPT, Copilot) to accelerate day-to-day work — documentation, research, communications, or analysis.
• Comfort working in a human-in-the-loop capacity: reviewing, validating, and correcting AI-generated outputs before they go to clients.
• Curiosity and adaptability toward emerging AI-powered workflow and automation tools, with a willingness to experiment and share learnings with the team.
• Basic understanding of how AI agents and automated workflows can be applied to client onboarding, configuration, or reporting tasks (formal AI/ML background not required).

Preferred, Not Required

• Experience with AI-assisted meeting transcription/summarization tools (e.g., Azure, Copilot, Glean, Claude).
• Prior exposure to no-code/low-code automation platforms (e.g., Zapier, Power Automate) or agentic workflow builders.
• Project management certification such as PMP, PRINCE2, or Agile/Scrum (CSM, PMI-ACP) good to have, not required.
• Six Sigma (Green Belt or higher) or equivalent process-improvement certification.