Meetings & Incentives Worldwide, Inc.
Events - Client Account Management - Customer Success Manager
Meetings & Incentives Worldwide, Inc., Zionsville, Indiana, United States, 46077
Description
As a member of the Customer Success team, the Customer Success Manager (CSM) is accountable for managing all aspects of the client account relationship including the well-being, business development, and retention of an account at a strategic level. Areas of responsibility include managing client relationships and expectations; providing Strategic Meeting Management guidance, maintaining and improving M&IW’s positioning within the account and achieving company business objectives and profitability; overseeing tactical operations by working with internal teams to provide optimal service to the account. The CSM will have administrative responsibility for direct report(s). This position reports to the Director, Customer Success Team.
What You Will Do Here
Account Management duties include:
Project management with a consultative approach
Develop and implement an account management plan that meets client objectives and promotes SMM principles and M&IW efficiencies
Implement and maintain a multi-tiered client communication plan that includes: client account reviews to match frequency outlined in the SOW, bi-monthly account update calls, ensuring delivery of monthly/quarterly reporting and regular office visits
Negotiate and achieve mutually agreed-upon SLA’s and KPI’s; Manage service levels and client expectations, including meeting all established metrics on the account
Serve as the client’s primary point of contact and liaison within M&IW for all internal teams
Develop and maintain key relationships including primary contacts in procurement, meeting owners and VIPs
Provide leadership and give clear and consistent direction to all teams supporting the client’s business needs as well as manage direct reports as assigned to the account
Lead monthly M&IW account team meetings
Revise/maintain account Standard Operating Procedures on a timely basis
Monitor account reports and ensure accuracy and delivery timeliness to client
Track non-billable expenses / labor hours for special projects as M&IW “added value”
Provide issue resolution with client meeting owners including following the M&IW Issue Resolution protocols
Responsible for data integrity for new meetings entered into Cvent
Train account team/planners on specific account processes and needs
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 form planners
Represent the company at industry activities and events; attend departmental and company events as warranted
Business Development duties include:
Responsibility for identifying and developing new business / revenue streams within the account
Develop and sell business opportunities to grow account revenue
Evaluate opportunities in order to upsell additional M&IW services
Expand business in existing divisions, departments or regions and penetrate new areas of opportunity
Identify potential new revenue streams through new/enhanced meeting services
Overall responsibility for collaborative M&IW response to any account RFP opportunities, including: sales strategy, pricing, RFP development, presentations, and closing business opportunities
Review ongoing client satisfaction surveys, analyze data, and implement continuous improvement processes
Promote M&IW Performance Improvement programs or products
Develop and maintain strong and ethical customer relationships
Gain knowledge of competitors’ strengths and weaknesses
Create and sell joint venture opportunities
Network with decision makers and management as appropriate
Establish, develop, and maintain strong and ethical customer relationships
Assist business development with sales leads which applicable, sales strategy, pricing, RFP development, presentations, and closing business opportunities inside and outside of assigned account
Event Management duties include:
Lead Planner/Meeting Owner on events or programs of significance to the customer’s business
Create/Revise program budgets to ensure M&IW forecast is attained
Alert meeting owner of any anticipated program budget variances
Identify financial opportunities in post program billing
What you will bring:
(While not a planning role, the CSM should possess a strong meeting planning skillset)
Experience with managing the lifecycle of an event, including final reconciliation
Knowledge of Cvent is preferred
Knowledge of virtual and hybrid event options
Demonstrated track record of successfully managing multiple projects simultaneously
Ability to deliver creative outputs in a constricted timeline while maximizing available resources
Minimum 5 years of experience in the meetings/travel industry, specifically in operations
Two years of experience in people management
College degree or equivalent experience
Ability to travel at least 35% of the time including internationally
Experience working in a virtual office environment
What We Expect
Cultural Excellence
Role Level Function
Interpersonal Skillset
What We Provide
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
Who We Are
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.
Global Headquarters
10520 7 Mile Road, Caledonia, WI 53108 | Phone +1 262-835-3553
https://www.meetings-incentives.com
M&IW associates located throughout the US and UK, and in Latin America and Asia Pacific Regions
#J-18808-Ljbffr
As a member of the Customer Success team, the Customer Success Manager (CSM) is accountable for managing all aspects of the client account relationship including the well-being, business development, and retention of an account at a strategic level. Areas of responsibility include managing client relationships and expectations; providing Strategic Meeting Management guidance, maintaining and improving M&IW’s positioning within the account and achieving company business objectives and profitability; overseeing tactical operations by working with internal teams to provide optimal service to the account. The CSM will have administrative responsibility for direct report(s). This position reports to the Director, Customer Success Team.
What You Will Do Here
Account Management duties include:
Project management with a consultative approach
Develop and implement an account management plan that meets client objectives and promotes SMM principles and M&IW efficiencies
Implement and maintain a multi-tiered client communication plan that includes: client account reviews to match frequency outlined in the SOW, bi-monthly account update calls, ensuring delivery of monthly/quarterly reporting and regular office visits
Negotiate and achieve mutually agreed-upon SLA’s and KPI’s; Manage service levels and client expectations, including meeting all established metrics on the account
Serve as the client’s primary point of contact and liaison within M&IW for all internal teams
Develop and maintain key relationships including primary contacts in procurement, meeting owners and VIPs
Provide leadership and give clear and consistent direction to all teams supporting the client’s business needs as well as manage direct reports as assigned to the account
Lead monthly M&IW account team meetings
Revise/maintain account Standard Operating Procedures on a timely basis
Monitor account reports and ensure accuracy and delivery timeliness to client
Track non-billable expenses / labor hours for special projects as M&IW “added value”
Provide issue resolution with client meeting owners including following the M&IW Issue Resolution protocols
Responsible for data integrity for new meetings entered into Cvent
Train account team/planners on specific account processes and needs
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 form planners
Represent the company at industry activities and events; attend departmental and company events as warranted
Business Development duties include:
Responsibility for identifying and developing new business / revenue streams within the account
Develop and sell business opportunities to grow account revenue
Evaluate opportunities in order to upsell additional M&IW services
Expand business in existing divisions, departments or regions and penetrate new areas of opportunity
Identify potential new revenue streams through new/enhanced meeting services
Overall responsibility for collaborative M&IW response to any account RFP opportunities, including: sales strategy, pricing, RFP development, presentations, and closing business opportunities
Review ongoing client satisfaction surveys, analyze data, and implement continuous improvement processes
Promote M&IW Performance Improvement programs or products
Develop and maintain strong and ethical customer relationships
Gain knowledge of competitors’ strengths and weaknesses
Create and sell joint venture opportunities
Network with decision makers and management as appropriate
Establish, develop, and maintain strong and ethical customer relationships
Assist business development with sales leads which applicable, sales strategy, pricing, RFP development, presentations, and closing business opportunities inside and outside of assigned account
Event Management duties include:
Lead Planner/Meeting Owner on events or programs of significance to the customer’s business
Create/Revise program budgets to ensure M&IW forecast is attained
Alert meeting owner of any anticipated program budget variances
Identify financial opportunities in post program billing
What you will bring:
(While not a planning role, the CSM should possess a strong meeting planning skillset)
Experience with managing the lifecycle of an event, including final reconciliation
Knowledge of Cvent is preferred
Knowledge of virtual and hybrid event options
Demonstrated track record of successfully managing multiple projects simultaneously
Ability to deliver creative outputs in a constricted timeline while maximizing available resources
Minimum 5 years of experience in the meetings/travel industry, specifically in operations
Two years of experience in people management
College degree or equivalent experience
Ability to travel at least 35% of the time including internationally
Experience working in a virtual office environment
What We Expect
Cultural Excellence
Role Level Function
Interpersonal Skillset
What We Provide
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
Who We Are
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.
Global Headquarters
10520 7 Mile Road, Caledonia, WI 53108 | Phone +1 262-835-3553
https://www.meetings-incentives.com
M&IW associates located throughout the US and UK, and in Latin America and Asia Pacific Regions
#J-18808-Ljbffr