[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