Beth Heins Email & Phone Number

During my long-planned self-funded career break, I traveled in Kenya, Senegal, Switzerland, Italy, the Netherlands, Canada, Mexico, and the United States. Highlights of my time away included: visiting an elephant sanctuary, exploring Pompeii, sea kayaking in Mexico, taking food tours in Montreal, Rome, and Venice, attending cooking classes in Oaxaca, and studying Spanish in Guanajuato.

Portland, Oregon Area

Cvent is a cloud-based event management software company transforming the meetings and events industry. As a Client Success Manager, I serve as the primary point of contact for our highest-value clients using our Strategic Meetings Management package. My role includes training, advising, and supporting clients to utilize our software in the best way possible to fit their specific needs so that they derive maximum benefit from their contract with Cvent. •Proactively managed a $6m ACV portfolio of Fortune 100 clients.•Consistently led team in CSAT response rate and rankings. •Maintained strong advisory relationship with key client contacts in positions that can significantly impact adoption•Created and co-presented full-day training camps, product demo sessions, and business trends sessions at annual client-facing event, Cvent Connect.•Conducted strategic business reviews to gauge progress, identify areas for improvement, gather and maintain key client metrics to achieve client/company objectives•Proactively consulted with clients on business processes and best practices•Mentored & trained new team members•Actively participated in client implementation projects•Shared best practices & release updates in a proactive manner with Cvent clients

• Identify key stakeholders and develop/manage relationships in assigned account base. • Run Quarterly Business Reviews to assess adoption, advise on best practices, proactively address potential issues.• Build relationships with colleagues to successfully advocate for customers.• Mentor new team members and coach on following established processes.• Manage renewals, license reductions, implementation queries.• Provide iterative feedback on the CSM onboarding process.• Maintain account information in Salesforce using Gainsight application.

• Provided business needs analysis, project management, and planning assistance for customer base.• Maintained a deep understanding of the UNIX-based system in order to advise clients. • Quoted new projects and tracked incoming pipeline. • Served as team lead including escalations, reviews, work load balancing, and conducting regular meetings. • Attended annual Users Group meetings; presented hour-long educational sessions to large groups of customers and colleagues.

Managed the company’s highest-volume support team to consistently meet the needs of users in a timely and effective manner. Worked across departments to analyze and resolve problems. Advocated for software changes on behalf of customers by gathering use cases and communicating the end user needs to engineers and product managers. Maintained a deep understanding of the Innovative systems and tools in order to troubleshoot and support this complex UNIX-based system. Learned and supported technologies including MySQL, Postgres, Apache, Tomcat, and various web applications. Hired and trained new employees on the team’s workflow, processes, and tools.

Bachelor'S Degree, Communication & Computer Information

Center For Executive And Professional Education, Business Analysis

BA112 Creating Strong Recommendations: Identify, analyze, and create solutions for business needs. Prioritize, validate, and verify.

Master'S Degree, Library Science

Focus on knowledge acquisition and information management.