Senior Product Consultant- Goldcast

Overview

About Cvent: www.cvent.com Cvent is a leading meetings, events, and hospitality technology provider with more than 6,000+ employees and 34,000+ customers worldwide, including 60% 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. Cvent's strength lies in its people, fostering a culture where everyone is encouraged to think like entrepreneurs, taking risks and making decisions confidently.

We value diverse perspectives and celebrate differences, working together with colleagues and clients to build strong connections. Cvent is redefining the meetings and events industry through technology that advances human connection . AI at Cvent: Leading the Future Are you ready to shape the future of work at the intersection of human expertise and AI innovation?

At Cvent, we’re committed to continuous learning and adaptation—AI isn’t just a tool for us, it’s part of our DNA. We’re looking for candidates who are eager to evolve alongside technology. If you love to experiment boldly, share your discoveries, and help define best practices for AI-augmented work, you’ll thrive here.

Our team values professionals who thoughtfully integrate AI into their daily work, delivering exceptional results while relying on the human judgment and creativity that drive real innovation. Throughout our interview process, you’ll have the chance to demonstrate how you use AI to learn, iterate, and amplify your impact.

If you’re excited to be part of a team that’s leading the way in AI-powered collaboration, we’d love to meet you. Recruitment Scam Notice: Beware of recruitment scams. Legitimate Cvent recruiting communications will come from accounts formatted as “ [email protected] ” email address. Cvent will never request payment or ask for sensitive personal or financial information through chat or social media platforms.

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About the Role

Goldcast, a Cvent company, is a B2B video and event marketing platform that helps marketing teams run webinars, virtual and hybrid events, and on-demand video experiences at scale. Our clients often run high-visibility events with thousands of attendees, so they need a confident, experienced expert the moment something needs attention.

As a Senior Product Consultant, Customer Support, you will be the voice of Goldcast for our customers. You will resolve complex technical queries and own cases from start to finish across phone, chat, and email, while partnering with Product, Engineering, and Customer Success to improve the client experience. This is a senior role: we are looking for someone who can handle our most complex and escalated cases, think on their feet during live events, and help raise the bar for the wider support team.

In This Role, You Will:  Handle complex client queries across phone, live chat, and email, including bug triage, event and webinar setup, and issues requiring specialized product expertise  Provide live, day-of-event support, troubleshooting in real time to keep high-visibility events running smoothly  Diagnose audio, video, streaming, registration, and attendee-experience issues, and escalate to Engineering with clear, reproducible detail when needed  Support integrations with marketing automation and CRM platforms (e.

g., Marketo, Salesforce, Hub. Spot), including data sync, field mapping, and API or webhook configuration  Manage enterprise client cases from start to finish with clear ownership, proactive updates, and follow-through  Conduct in-depth research and make recommendations that help clients get more value from Goldcast and expand their use of the platform  Use AI tools daily to analyze issues, summarize cases, draft responses, and surface insights, while verifying accuracy and protecting client data  Document client history, workflows, known issues, and best practices to build and maintain internal support guides and knowledge base content  Act as a senior point of contact for the team: handle escalations, mentor new hires, and contribute to projects and process improvements Here's What You Need: Overall experience  6 to 8 years of experience in technical support, technical consulting, or a similar client-facing role supporting SaaS customers.

We are open to candidates with a minimum of 3 years of customer handling experience in a technology environment who demonstrate strong depth and senior-level capability  Confident verbal communication, with comfort handling live phone and chat conversations calmly under pressure, plus clear, professional written communication for email and documentation  Technical aptitude to troubleshoot browser, network, audio/video, and streaming issues, and to read and explain logs, errors, and integration behavior  Familiarity with SaaS platforms, preferably in event tech, video, marketing automation, or CRM  Experience supporting enterprise clients and managing multiple priorities in a fast-paced environment  Comfort using AI-powered tools to speed up research, analysis, and drafting, with sound judgment on accuracy, confidentiality, and responsible use  Strong time management and prioritization skills, including flexibility to support scheduled live events  Bonus: Experience with HTML, CSS, JavaScript, and API or webhook setup, or a background in live events, webinars, or video production tools Education credentials  Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field preferred (equivalent experience welcome)  Handle complex client queries across phone, live chat, and email, including bug triage, event and webinar setup, and issues requiring specialized product expertise  Provide live, day-of-event support, troubleshooting in real time to keep high-visibility events running smoothly  Diagnose audio, video, streaming, registration, and attendee-experience issues, and escalate to Engineering with clear, reproducible detail when needed  Support integrations with marketing automation and CRM platforms (e.

g., Marketo, Salesforce, Hub. Spot), including data sync, field mapping, and API or webhook configuration  Manage enterprise client cases from start to finish with clear ownership, proactive updates, and follow-through  Conduct in-depth research and make recommendations that help clients get more value from Goldcast and expand their use of the platform  Use AI tools daily to analyze issues, summarize cases, draft responses, and surface insights, while verifying accuracy and protecting client data  Document client history, workflows, known issues, and best practices to build and maintain internal support guides and knowledge base content  Act as a senior point of contact for the team: handle escalations, mentor new hires, and contribute to projects and process improvements Overall experience  6 to 8 years of experience in technical support, technical consulting, or a similar client-facing role supporting SaaS customers.

We are open to candidates with a minimum of 3 years of customer handling experience in a technology environment who demonstrate strong depth and senior-level capability  Confident verbal communication, with comfort handling live phone and chat conversations calmly under pressure, plus clear, professional written communication for email and documentation  Technical aptitude to troubleshoot browser, network, audio/video, and streaming issues, and to read and explain logs, errors, and integration behavior  Familiarity with SaaS platforms, preferably in event tech, video, marketing automation, or CRM  Experience supporting enterprise clients and managing multiple priorities in a fast-paced environment  Comfort using AI-powered tools to speed up research, analysis, and drafting, with sound judgment on accuracy, confidentiality, and responsible use  Strong time management and prioritization skills, including flexibility to support scheduled live events  Bonus: Experience with HTML, CSS, JavaScript, and API or webhook setup, or a background in live events, webinars, or video production tools Education credentials  Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field preferred (equivalent experience welcome)