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Manager Notes Must Haves:
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Incident Response Manager
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…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,…
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Manager, Marketing and Creative Services
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Cvent

Incident Response Manager

Virtual, UNAVAILABLE, Canada

Full-time

Apply on careers.cvent.com About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 11, 2027
Education: Bachelor’s degree
Posting language: English
Posted: Nov 11, 2026

Original job description

Overview:

Our Culture and Impact

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.

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.

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, etc.
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.

Here's What You Need:

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.

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 also offer a competitive benefits package, details of which can be found here.

Physical Demands

We are not able to offer sponsorship for this position.

Apply on careers.cvent.com About employer

More about this job

Responsibilities

The Incident Response Manager coordinates cross-functional responses to customer-facing incidents and serves as the primary liaison between technical, legal, and business teams. They are responsible for developing incident response processes, managing customer communications, and conducting root cause analyses to prevent future issues.

Requirements

Candidates must hold a bachelor's degree and possess 3-4 years of experience in account management, incident response, or project management. Strong communication skills and the ability to translate complex technical issues for non-technical stakeholders are essential.

Skills

Incident response
Crisis management
Project management
Account management
Client services
Stakeholder management
Technical troubleshooting
Communication
Process improvement
Root cause analysis
Cross-functional collaboration
Documentation
Fraud risk management
Data analysis

Benefits

Competitive benefits package

Visa sponsorship

Not detected in the job text

Keywords

Incident Response
Crisis Management
Project Management
Account Management
Client Services
Root Cause Analysis
Fraud Risk Management
Stakeholder Management
Technical Troubleshooting
Event Cloud
Hospitality Cloud
SaaS
Cross-functional Leadership
Process Improvement
Communication
Documentation
Compliance
Legal Guidelines
Executive Escalation
Data Analysis

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Work requirements

Jobs in Canada