Erin Phelps
About Erin Phelps
Erin Phelps serves as the Senior Director of Customer Risk & Retention at Cvent, where she leads a global team that collaborates with over 4,000 customers. With a background in Sport Management and extensive experience in customer retention and risk management, she has held various roles at Cvent since 2012.
Work at Cvent
Erin Phelps currently serves as the Senior Director of Customer Risk & Retention at Cvent, a position she has held since 2022 in the Columbus, Ohio Metropolitan Area. In this role, she leads the global risk and retention team, working directly with over 4,000 customers and providing internal consultation on thousands of additional accounts. Phelps has held various positions at Cvent since joining the company, including Director of Customer Risk and Retention from 2019 to 2022, Senior Manager of Customer Retention from 2016 to 2019, and Principal Account Manager from 2014 to 2015. Her extensive experience at Cvent has involved collaboration with multiple functional groups, including Legal, Operations, and Customer Success.
Education and Expertise
Erin Phelps earned a Bachelor of Science in Sport Sciences from Ohio University, where she studied Sport Management and Business from 2001 to 2005. This educational background has provided her with a solid foundation in both sports and business management, which she has applied throughout her career. Phelps's expertise includes customer risk assessment, retention strategies, and cross-functional collaboration, making her a key player in enhancing customer experiences and addressing potential revenue risks.
Background
Before joining Cvent, Erin Phelps gained experience in various roles within the sports and events industry. She worked as a Corporate Partner Services Coordinator for the Cleveland Cavaliers from 2007 to 2008 and as an Account Executive for Group Events with the Florida Panthers from 2006 to 2007. Phelps also held positions at Live Nation as a Premium Sales Coordinator and at ThinkFun as a Domestic Accounts Manager. Her early career included a role as an Inside Sales Representative with Atlanta Spirit, LLC, where she worked with the Atlanta Hawks and Thrashers.
Achievements
Throughout her career at Cvent, Erin Phelps has played a significant role in addressing key areas of potential revenue risk or churn, particularly during major economic events such as COVID-19. She has been involved in enhancing the Quote to Cash lifecycle and participates in planning for user experience (UX), Net Promoter Score (NPS), and Customer Satisfaction (CSAT). Phelps serves as a key stakeholder on major projects impacting the customer base, including product migrations and releases, as well as initiatives aimed at fostering long-term customer relationships.