[Remote] Customer Success Lead (Remote)

Note: The job is a remote job and is open to candidates in USA. Meetings & Incentives Worldwide, Inc. is a specialized organization in global event management, offering virtual, hybrid, and in-person experiences. The Customer Success Lead will manage client accounts strategically and tactically, ensuring optimal service delivery and client satisfaction, while also identifying new service opportunities.

Responsibilities

• Lead Planner / Meeting Owner on events or programs of significance to the customer’s business
• Train planners on specific account processes and needs
• Analyze/Improve operational systems and processes
• Develop and update all account forms and processes to meet client expectations
• Track client and individual program budgets to ensure M&IW forecast is attained
• Meet with key stakeholders to review time spent on projects
• Running client audits with M&IW Controller
• Alert meeting owner of any anticipated account/program budget variances
• Identify financial opportunities in post program billing
• Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity
• Ensure on-going client satisfaction surveys, analyze data, and implement continuous improvement processes
• Responsible for document accuracy of operations team
• Responsible for final reconciliation accuracy and timeliness from planners
• Build pro-active relationships with high volume client meeting owners
• Lead various internal departments toward desired outcomes as specified in Service Level Agreement
• Plan meetings/events for the account as needed
• Project management with a consultative approach
• Contribute to the KPI/SLA Program for the Account
• Contribute to the strategic relationship for at least one decision maker
• Train planners on specific account processes
• Analyze/Improve operational systems and processes
• Develop and update all account forms and processes to meet client expectations
• Analyze/review time spent on projects vs. management fees for the account
• Qualify new meetings (as backup to the CSM)
• Register new meetings into Cvent (as backup to the CSM)
• Issue resolution with the meeting owners and escalation from the planners (as backup to the CSM)
• Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity (as backup to the CSM)
• Ensure on-going client satisfaction surveys, data integrity in Lanyon, and implement continuous improvement processes (as backup to the CSM)
• Assist accounting in follow-up on past due invoices (as backup to the CSM)
• Participate in applicable company and industry activities and events
• Identify opportunities for new or expanded service offerings (including opportunities for M&IW strategic partners)
• Up sell additional M&IW service opportunities
• Network with decision makers/management as appropriate
• Develop and maintain strong and highly ethical customer relationships
• Gain knowledge of competitors’ strengths and weaknesses

Skills

• A minimum of three years of experience in the travel industry, specifically in managing meetings/events
• Knowledge of virtual and hybrid event options
• Experience with managing the lifecycle of a program, including reconciliation
• Train account team/planners on specific account processes and needs
• Create/Revise program budgets to ensure M&IW forecast is attained
• Run client audits with M&IW Controller
• Participate in operations turnover meetings, program briefings and debriefings to ensure account continuity
• Review ongoing client satisfaction surveys, analyze data, and implement continuous improvement processes
• Accountability for accuracy and timeliness of final reconciliation from planners
• Must be able to travel 35% of the time, including Internationally
• Proven excellent oral and written communication skills in both internal and client-facing environments
• Demonstrated track record of successfully managing multiple projects simultaneously
• Ability to deliver creative outputs in a constricted timeline while maximizing available resources
• Able to provide clear, concise, effective, and professional communications with clients, peers, vendors, and department managers
• Wide range of computer skills
• Proficient in Word, Excel, and Internet/social media
• Database management programs (proficient in Cvent)
• Outlook (email and scheduling)
• Knowledge of Cvent is preferred
• Proximity to client headquarters offices preferred
• Experience working in a virtual office environment

Benefits

• Competitive salary
• Health, Dental, Vision and Life Insurance options
• 401K plan
• Paid holidays
• Accrued personal time off for vacation and sick leave
• Laptop, additional monitor, and mobile phone
• Global Giveback program for volunteer service
• Remote Office / Work from home, or option to work in our corporate headquarters located near Milwaukee

Company Overview