About Cvent:

Cvent is a leading meetings, events, and hospitality technology provider with more than 4,800 employees and ~22,000 customers worldwide, including 53% 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 the human connection.

The DNA of Cvent is our people, and our culture has an emphasis on fostering intrapreneurship- a system that encourages Cventers to think and act like individual entrepreneurs and empowers them to take action, embrace risk, and make decisions as if they had founded the company themselves. At Cvent, we value the diverse perspectives that each individual brings. Whether working with a team of colleagues or with clients, we ensure that we foster a culture that celebrates differences and builds on shared connections.

Role Overview

As an Implementation Manager at Goldcast ( A Cvent Company), you will play a critical role in setting new customers up for success. You’ll onboard and train new clients, ensure seamless integration setup, and guide them through their first events — all while ensuring they feel confident and equipped to manage Goldcast independently.

This role requires a combination of technical aptitude, strong communication skills, and customer empathy. You’ll work cross-functionally with our Product, Implementation Manager

Customer Success, and Engineering teams to deliver an exceptional onboarding experience and drive customer satisfaction.

You’ll work closely with customers in U.S. time zones (up to 6 p.m. EST) and serve as the key bridge between technical setup and long-term customer success.

What You’ll Do

Client Onboarding & Training

Lead the onboarding process for new customers, conducting at least four (4) structured training calls to ensure customers are confident using Goldcast for their future events.

Serve as the primary point of contact during onboarding, providing guidance on event setup, configuration, and best practices.

Collaborate with clients to create event templates, configure user permissions, and establish integrations.

Technical Integration & Platform Expertise

Liaise with internal teams to ensure successful setup and configuration of key integrations, including Salesforce, Marketo, HubSpot, Pardot, and webhooks.

Leverage your understanding of these systems to advise customers on integration design and troubleshooting.

Maintain a deep understanding of the Goldcast platform, staying current on new product releases and enhancements.

Customer Relationship Management

Manage an assigned portfolio of customers, ensuring regular engagement — no customer goes untouched for more than seven (7) days during the onboarding cycle.

Proactively monitor progress and follow up to ensure timely completion of implementation milestones.

Identify blockers early and collaborate internally to resolve them quickly and efficiently.

Cross-Functional Collaboration

Partner with Customer Success Managers (CSMs), Product, and Technical Support to provide a seamless transition post-onboarding.

Communicate customer feedback, feature requests, and product insights to the relevant internal stakeholders.

Ensure onboarding documentation and process improvements are regularly updated and optimized.

Documentation & Handover

Maintain accurate records of client interactions, integration details, and project status.

Document best practices, lessons learned, and common issues to improve the onboarding process.

Facilitate smooth handoffs to Customer Success Managers once onboarding is complete.

Who You Are

• Experience: 6+ years in a client-facing role at a SaaS or technology company, preferably in onboarding, implementation, or customer success.
• Availability: Comfortable working in U.S. time zones (up to 6 p.m. EST) to support North America-based customers.
• Technical Aptitude: Strong understanding of web-based SaaS platforms and integrations (Salesforce, HubSpot, Marketo, or similar).
• Communication: Excellent verbal and written communication skills; capable of explaining technical concepts to non-technical audiences.
• Problem-Solving: Resourceful and solution-oriented; able to troubleshoot complex issues under pressure.
• Organization: Exceptionally organized with strong project management and follow-up skills — you love checklists and timelines.
• Self-Starter: Independent and proactive in managing tasks in a fully remote environment.
• Customer-Centric: Passionate about creating positive experiences and ensuring customer success from day one.

How You’ll Be Measured

Customer Satisfaction (CSAT): High satisfaction ratings from customers as they complete onboarding.

Onboarding Efficiency: Timely completion of onboarding projects within the defined timeframes.

Adoption Readiness: Customers demonstrate confidence and competence in using Goldcast to run their next event independently.

Documentation Quality: Clear and complete records for seamless transitions to Customer Success.