Kelly (Morrissey) Vita
About Kelly (Morrissey) Vita
Kelly (Morrissey) Vita serves as the Senior Manager of the Global Retention Office at Cvent, where she has worked since 2021. With a background in customer success and retention, she has successfully managed significant client negotiations and escalations, contributing to substantial revenue savings.
Current Role at Cvent
Kelly (Morrissey) Vita serves as the Senior Manager of the Global Retention Office at Cvent, a position she has held since 2021. In this role, she oversees the resolution of over 4,000 escalated client issues annually. Kelly is responsible for maintaining and improving the team's customer Salesforce object, which tracks individual escalations and metrics. She co-manages a team of 16 individual contributors, focusing on client retention and issue resolution. Her efforts contribute to the overall success of Cvent's client retention initiatives.
Previous Experience at Cvent
Before her current role, Kelly held several positions at Cvent. She worked as a Customer Retention Manager from 2015 to 2017 and later as a Senior Customer Retention Manager from 2017 to 2019. During her tenure, she successfully retained 86% of lifetime program escalations, which contributed to over $120 million in saved revenue. Additionally, she played a key role in the COVID contract relief program, managing over 5,700 negotiations and securing more than $200 million in new bookings between March 2020 and June 2022.
Career Background
Kelly has a diverse career background in customer success and account management. She previously worked at WeddingWire in various roles, including Senior Customer Success Manager and Regional Manager of the Customer Success Team. Her experience also includes a position as Director of Customer Success at Contactually and an Account Management Associate role at The Advisory Board Company. Earlier in her career, she gained experience as a Public Relations Intern at Shriners Hospitals for Children and as an Administrative Assistant at The Pew Charitable Trusts.
Education and Expertise
Kelly earned her Bachelor of Arts degree in Speech Communication and Organizational Communication from Miami University, where she studied from 2005 to 2009. Her educational background provides her with strong communication skills that are essential in her roles focused on client retention and success. Kelly's expertise in managing client relationships and resolving escalated issues has been a significant asset throughout her career.