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Role Description

The Customer Success Lead focuses on both the strategic management of the account (20%) and concentrates on the tactical operations (80%) by working with the operations team to provide optimal services to the account. The CSL must be able to work effectively and efficiently with both the internal support team and external clients. The CSL acts as the liaison and primary contact for the operations team and escalates any issues to the Customer Success Manager (CSM) as necessary. Assist the CSM with building client relationships within the client enterprise including business development, identifying additional service opportunities and continuous process improvement.

What you will do here:

• Event Management
  • 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
• Account Management
  • 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
• Business Development Responsibilities
  • 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

Qualifications

• 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
• Knowledge of Cvent is preferred
• 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
• Proximity to client headquarters offices preferred
• Experience working in a virtual office environment
• 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)

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 Description

M&IW is a global event management firm specializing in virtual, hybrid, and in-person experiences of all shapes and sizes as well as consulting and enterprise strategies. As an entrepreneurial organization, we place customers at the center of everything we do and prioritize their needs through our core values of quality, agility, flexibility, and innovation. M&IW is a third generation, privately held, certified Women's Business Enterprise (WBE) in business for more than 50 years. Headquartered in Wisconsin, USA, and supported by a remote workforce across the US and in the UK, China, and Brazil.

M&IW provides a portfolio of management services for meetings, events, incentives, conferences, and tradeshows. Those services include Event Management and Design, Event Sourcing, Attendee Registration and Reporting, Event Technology and Production, Creative Services, Event Marketing and Communications, Gifting and Engagement Strategies, Incentive and Recognition Solutions, Group Air Travel, On-Site Execution and Staffing, and Event Analytics. Our consulting and enterprise services include Technology Implementation and Administration, Meeting Policy, Process and Optimization, Third-party Governance, Executive Dashboards and Analytics, and Sustainability Best Practices and Tracking.