Senior Product Manager, Cvent Solutions

Summary

The Senior Product Manager, Cvent Solutions serves as a product manager and provides day-to-day management of NACD’s event registration technology as well as oversight for all virtual learning events produced via Cvent Studio. This includes registration and product set up (Cvent), vendor management and budgeting, event reporting, and project management tracking tools. At NACD, we have a high volume of complex events to serve our corporate director members inclusive of approximately 40 in-person events as well as 40 virtual events (webinars and live-online courses). This project manager works closely with the full Education team and cross departmentally with Digital, Technology, Solutions & Innovation (DTSI), Content Leads, Credentialing, Marketing, Partner Relations, Chapters, and other stakeholders to ensure that all NACD programs are implemented meeting the standards for customer service, delivery, as well as continuing education credit.

This role provides oversight of projects, customer service, maintenance, virtual production, and reporting for Cvent Studio, Zoom and Sessionboard covering registration for in-person and live virtual learning events as well as production of live virtual events. This role manages up to two team members related to virtual events and registration.

Essential Duties And Responsibilities

Cvent Innovation

• Maintains an awareness of industry standards as related to association event management platforms
• Identifies process improvements, writes SOPs, and implements measures to streamline efforts, improve productivity, and accuracy via new technology exploration or implementing novel methods using existing technology
• Manages integration with related event tools such as Sessionboard as critical to speaker registration management
• Serves as cross functional Cvent lead on cross functional strategies such as member tiers, single sign on (SSO) strategies, and chapter integration
• In partnership with Digital, Technology, Solutions & Innovation (DTSI) oversees operational effectiveness and continuity, including:
  • manages vendor relationships, routine trouble shooting and software updates
  • identifies potential product additions and shares vendor integration roadmaps for incorporation into NACD systems
  • provides oversight and technical direction
  • plans and executes version control and software updates to education technology platforms
  • expands available functionality to align with NACD education strategy

Event Registration Operations

• Creates new events in Cvent related to complex national events such as NACD Director’s Summit and D100 Gala. This includes event web pages, registration process builds, email correspondences, mobile applications (attendee hub), virtual event platforms, and event evaluation surveys.
• Ensures all email correspondences through Cvent are built, tested, and deployed adhering to standard operating procedures. Responsible for distributing registration documents to editing, event/content leads and any other appropriate reviewers before distribution. Ensures the accuracy and timeliness in registration processing and communication.
• Manages and oversees the accuracy and timeliness in registration processing, confirmation distribution, and registration outreach e.g., Know Before You Go (KBYG), Badge Review, and Pre-read materials.
• Continually evaluates key operational processes to facilitate accreditation and continuing education credit workflows to improve productivity and maintain high standards of quality control.
• Writes and/or reviews push notifications in conference app.
• Establishes processes for modifications to registrations, including cancelations, transfers, refunds and education credits.
• Works closely with Marketing on program registration set up and event detail pages within Cvent as related to coordination with Optimizely (web platform). Manages workflows related to event set up in content management system to ensure accuracy in internal and external facing websites.
• Works collaboratively with other department and content leads to ensure clarity for all communication and online information.
• Manages integration of technology with Accounting department for event setup to ensure proper flow of revenues into accounting system. Manages specific requests surrounding finances for event registrations, primarily around refunds but also including tracking of past financial credits to put toward events, issuing of approved refunds, and assisting Accounting with reconciliation or auditing around revenue recognition issues.
• Manages integration of technology with DTSI to ensure accurate flow of data between CRM (Salesforce) and event registration system.

Virtual Event Operations

• Provides oversight for all virtual learning events produced via Cvent Studio. This includes approximately 40 virtual events annually (webinars and live-online courses).
• Oversight of annual planning calendar for live online courses in partnership with Director, Education Programs.
• Ensures virtual event SOPs and workflows are optimized and maintained.
• Stays current on Cvent Studio and other virtual learning platform technologies.
• This role is cross-trained to produce virtual events leveraging Cvent Studio.

Analysis and Process Improvement

• Oversees any necessary updates of weekly revenue recognition and registration tracking reports provided through Cvent reporting portal.
• Manages the processes to collect and update new and changed attendee information to ensure NACD has accurate data for event deliverables and overall data integrity.
• Creates key data reports, both regularly scheduled as well as requested, to allow for strategic decision-making
• Develops and maintains procedures to standardize operations of continuing professional education (CPE) credit, and the strategy for onsite implementation at events
• Troubleshoots various NACD credit reconciliation and reporting issues, including ad-hoc update requests via Membership Team, and comprehensive review of member credits as needed for credentialing team.
• Continually evaluates key operational processes to facilitate accreditation and continuing education credit workflows to improve productivity and maintain high standards of quality control.
• Works with key stakeholders to determine, implement, and monitor program standards and business rules/exceptions.

Collaboration & Communication

• Resolves conflicts, and devises contingency plans, communicates decisions, and deadlines.
• Troubleshoots and resolves elevated registration, accreditation, and technology use issues.
• Works with Experiential Learning and Program Engagement Manager on design and functionality of onsite registration area at Summit
• Provides regular leadership and coaching to direct reports, to ensure they achieve success in their assigned tasks, goals, and career path
• Works collaboratively with other departments and content leads to ensure clarity for all communication and online information and to ensure department processes work synergistically
• Develops, communicates, implements, and maintains standards, processes, roles, and responsibilities, service level agreements, system requirements, and other guidelines to team members.
• Lead representative from department on website strategy and oversees Department’s OneHub Event page as a single point of information with other internal departments.

Vendor & Product Management

• Manages project management software, template builds, maintenance and reporting as assigned
• Responsible for adhering to project timelines using Monday.com event boards to track timely completion of tasks.
• Prepares annual budget related to Cvent Solutions and ensures expenses are kept at or below budgeted amounts.
• Updates standard operating procedures (SOPs) as needed, including full workflows for virtual events.
• Innovates to develop and implement processes and procedures to help enhance the experience at all NACD events. Supports and cultivates policies and procedures with a member-first mentality.

Other Duties

• This role serves as a second-tier level of support for other NACD entities that leverage Cvent, such as chapters
• Facilitates kickoff, update and post-event review meetings, as necessary.
• Travels to and attends in-person events as needed for registration purposes
• Alerts Director, Event Operations of issues, problems or concerns

Other Requirements

• Stands/walks for long periods of time at events
• Climbs, balances, stoops, kneels, crouches, or crawls as needed
• Lifts between 20 and 50 pounds on occasion

Education/Qualifications

A bachelor’s degree and a minimum of five to seven years of experience in customer service, registration, virtual event production and project management. Certified DES (Digital Event Strategist) preferred. Experience with Cvent is required and experience with Salesforce, Sessionboard, and Monday.com is preferred. Must possess strong technical, project management, and problem-solving skills, and be a team player with a positive attitude and professional work ethic. Must possess and exhibit strong customer service skills, exemplary attention to detail, excellent communication and interpersonal skills, and ability to handle confidential information in a professional manner.

Must demonstrate ability to work independently as a self-starter as well as work as part of a team and collaboratively across the organization, handling multiple activities and priorities while meeting deadlines and maintaining the utmost professionalism, organization, and extreme attention to detail. Proficiency in Microsoft Word, PowerPoint and Excel is preferred.

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This position description summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be required to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.

The salary/hourly range for this position is $100,000-$110,000 plus bonus potential. Compensation is based on several factors including but not limited to education, work experience, certifications, etc.