[Hiring] Incident Response Manager @Cvent

Role Description

The Incident Response Manager is a cross-functional position responsible for managing and coordinating the response to customer-facing incidents for both Cvent Event Cloud and Hospitality Cloud. This role reports directly to the Senior Director of Retention & Incident Command and serves as the project manager and primary liaison between Client Services, Technology, Engineering, Legal, Sales Management, Information Security, Finance, and Operations departments, as needed when incidents occur. They validate impact data, drive clear, accurate communication to customers, and strategize with other teams on appropriate resolution. They attend retrospectives and track financial impact related to incidents to identify operational improvements that help prevent future incidents and strengthen internal processes.

In This Role, You Will:

• Own the customer facing communication workstream for incidents including, but not limited to communication templates, cadence, approvals, audience targeting, and delivery across appropriate channels.
• Develop, document, and continually improve incident response processes for customer-facing issues, ensuring alignment with company policies and industry best practices.
• Lead cross-functional incident response projects, orchestrating efforts between the necessary teams and ensuring effective and efficient handling and collaboration.
• Act as the bridge between technical, legal, and business teams to drive fast and appropriate resolutions, minimize impact, and safeguard customer trust.
• Work with necessary internal parties on root cause analyses, corrective actions, and preventative measures following incidents.
• Communicate incident status, impact, and action plans effectively to internal stakeholders and customer contacts as appropriate.
• Serve as the main point of contact during high-priority or critical customer-facing incidents, ensuring leadership is kept informed.
• Track, analyze, and report on incident trends, financial impact, and the frequency and volume of customer escalations, contributing insights to reduce recurring issues and improve customer experiences.
• Organize and develop incident simulation exercises and updated trainings to enhance readiness across the Sales and Client Services teams.
• Maintain comprehensive documentation for all incidents, aligning with compliance and legal guidelines.
• Update existing executive escalation guidelines with clear processes and work with teams to facilitate as needed; direct customer-facing involvement will be rare.
• Continuously identify areas of improvement with Cvent internal processes and special projects, including but not limited to, Fraud Risk Management.

Qualifications

• Bachelor’s degree required.
• 3-4 years of account management, client services, incident response, crisis management, project management, or similar disciplines, preferably within the event, hotel, or travel industries.
• Must display exceptional written and verbal communication skills, as you may be interacting with C-level executives (both internally and externally).
• Comfortable learning, using and discussing very granular elements of Cvent technology and integrations.
• Excellent collaboration and stakeholder management skills, with the ability to translate complex technical issues for non-technical audiences and manage multiple priorities under pressure.
• Experience with process improvement, project leadership, program management, and/or technical troubleshooting preferred.
• Articulate, organized, detail-oriented, and possess the ability to multi-task in a dynamic, extremely fast-paced and ever-changing, entrepreneurial environment.
• Comfortable operating with ambiguity and adapting processes rapidly.
• Adept at fostering trust among cross-functional leaders and staff.

Requirements

• This job posting is intended to comply with all applicable laws.
• If we learn during the course of our recruitment process that, due to an applicant’s location, further information about the position is required, including certain salary information, this information in this posting will be supplemented accordingly.
• The estimated base salary range for new hires into this role is $80,000-$115,000 annually + bonus depending on factors such as job-related knowledge, relevant experience, and location.
• We are not able to offer sponsorship for this position.