Meetings Incentives
Event Industry Experience Required - Customer Success Manager
Meetings Incentives, Caledonia, Wisconsin, United States, 53108
Event Industry Experience Required - Customer Success Manager
Job Category
:
Global Enterprise SolutionsRequisition Number
:
CUSTO001222Apply nowFull-TimeLocations
Showing 1 locationRMT GeorgiaRemote AddressRemote, GA 30301, USA
RMT GeorgiaRemote AddressRemote, GA 30301, USA
RMT IN MarionRemote AddressRemote, IN 46077, USA
RMT IN MarionRemote AddressRemote, IN 46077, USA
RMT WisconsinRemote AddressRemote, WI 53701, USA
RMT WisconsinRemote AddressRemote, WI 53701, USA
RMT FloridaRemote AddressRemote, FL 32301, USA
RMT FloridaRemote AddressRemote, FL 32301, USA
RMT TexasRemote AddressRemote, TX 73301, USA
RMT TexasRemote AddressRemote, TX 73301, USA
RMT MissouriRemote AddressRemote, MO 65101, USA
RMT MissouriRemote AddressRemote, MO 65101, USA
RMT ArizonaRemote AddressRemote, AZ 85001, USA
RMT ArizonaRemote AddressRemote, AZ 85001, USA
RMT AlabamaRemote AddressRemote, AL 36101, USA
RMT AlabamaRemote AddressRemote, AL 36101, USA
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).What you will do here:Project management with a consultative approachDevelop and implement an account management plan that meets client objectives and promotes SMM principles and M&IW efficienciesImplement 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 visitsNegotiate and achieve mutually agreed-upon SLA’s and KPI’s; Manage service levels and client expectations, including meeting all established metrics on the accountServe as the client’s primary point of contact and liaison within M&IW for all internal teamsDevelop and maintain key relationships including primary contacts in procurement, meeting owners and VIPsProvide 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 accountLead monthly M&IW account team meetingsRevise/maintain account Standard Operating Procedures on a timely basisMonitor account reports and ensure accuracy and delivery timeliness to clientTrack 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 protocolsResponsible for data integrity for new meetings entered into CventTrain account team/planner son specific account processes and needsRun client audits with M&IW ControllerParticipate in operations turnover meetings, program briefings and debriefings to ensure account continuityReview ongoing client satisfaction surveys, analyze data, and implement continuous improvement processesAccountability for accuracy and timeliness of final reconciliation form plannersRepresent the company at industry activities and events; attend departmental and company events as warrantedResponsibility for identifying and developing new business / revenue streams within the accountDevelop and sell business opportunities to grow account revenue
Evaluate opportunities in order to upsell additional M&IW servicesExpand business in existing divisions, departments or regions and penetrate new areas of opportunityIdentify 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 closingbusiness opportunitiesReview ongoing client satisfaction surveys, analyze data, and implement continuous improvement processesPromote M&IW Performance Improvement programs or productsDevelop and maintain strong and ethical customer relationshipsGain knowledge of competitors’ strengths and weaknessesCreate and sell joint venture opportunitiesNetwork with decision makers and management as appropriateEstablish, develop, and maintain strong and ethical customer relationshipsAssist business development with sales leads which applicable, sales strategy, pricing, RFP development, presentations, and closing business opportunities inside and outside of assigned accountEvent ManagementLead Planner/Meeting Owner on events or programs of significance to the customer’s businessCreate/Revise program budgets to ensure M&IW forecast is attainedAlert meeting owner of any anticipated program budget variancesIdentify financial opportunities in post program billingWhat 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 reconciliationKnowledge of Cvent is preferredKnowledge of virtual and hybrid event optionsDemonstrated track record of successfully managing multiple projects simultaneouslyAbility to deliver creative outputs in a constricted timeline while maximizing available resourcesMinimum 5 years of experience in the meetings/travel industry, specifically in operationsTwo years of experience in people managementCollege degree or equivalent experienceAbility to travel at least 35% of the time including internationallyExperience working in a virtual office environmentWhat we expect:Details of these areas are shared during interviews and monthly reviews:Interpersonal SkillsetWhat we provide:Health, Dental, Vision and Life Insurance options401K planPaid holidaysAccrued personal time off for vacation and sick leaveLaptop, additional monitor, and mobile phoneRemote 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 +1 262-835-3553https://www.meetings-incentives.comM&IW associates located throughout the US and UK, and in Latin America and Asia Pacific Regions
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Job Category
:
Global Enterprise SolutionsRequisition Number
:
CUSTO001222Apply nowFull-TimeLocations
Showing 1 locationRMT GeorgiaRemote AddressRemote, GA 30301, USA
RMT GeorgiaRemote AddressRemote, GA 30301, USA
RMT IN MarionRemote AddressRemote, IN 46077, USA
RMT IN MarionRemote AddressRemote, IN 46077, USA
RMT WisconsinRemote AddressRemote, WI 53701, USA
RMT WisconsinRemote AddressRemote, WI 53701, USA
RMT FloridaRemote AddressRemote, FL 32301, USA
RMT FloridaRemote AddressRemote, FL 32301, USA
RMT TexasRemote AddressRemote, TX 73301, USA
RMT TexasRemote AddressRemote, TX 73301, USA
RMT MissouriRemote AddressRemote, MO 65101, USA
RMT MissouriRemote AddressRemote, MO 65101, USA
RMT ArizonaRemote AddressRemote, AZ 85001, USA
RMT ArizonaRemote AddressRemote, AZ 85001, USA
RMT AlabamaRemote AddressRemote, AL 36101, USA
RMT AlabamaRemote AddressRemote, AL 36101, USA
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).What you will do here:Project management with a consultative approachDevelop and implement an account management plan that meets client objectives and promotes SMM principles and M&IW efficienciesImplement 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 visitsNegotiate and achieve mutually agreed-upon SLA’s and KPI’s; Manage service levels and client expectations, including meeting all established metrics on the accountServe as the client’s primary point of contact and liaison within M&IW for all internal teamsDevelop and maintain key relationships including primary contacts in procurement, meeting owners and VIPsProvide 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 accountLead monthly M&IW account team meetingsRevise/maintain account Standard Operating Procedures on a timely basisMonitor account reports and ensure accuracy and delivery timeliness to clientTrack 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 protocolsResponsible for data integrity for new meetings entered into CventTrain account team/planner son specific account processes and needsRun client audits with M&IW ControllerParticipate in operations turnover meetings, program briefings and debriefings to ensure account continuityReview ongoing client satisfaction surveys, analyze data, and implement continuous improvement processesAccountability for accuracy and timeliness of final reconciliation form plannersRepresent the company at industry activities and events; attend departmental and company events as warrantedResponsibility for identifying and developing new business / revenue streams within the accountDevelop and sell business opportunities to grow account revenue
Evaluate opportunities in order to upsell additional M&IW servicesExpand business in existing divisions, departments or regions and penetrate new areas of opportunityIdentify 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 closingbusiness opportunitiesReview ongoing client satisfaction surveys, analyze data, and implement continuous improvement processesPromote M&IW Performance Improvement programs or productsDevelop and maintain strong and ethical customer relationshipsGain knowledge of competitors’ strengths and weaknessesCreate and sell joint venture opportunitiesNetwork with decision makers and management as appropriateEstablish, develop, and maintain strong and ethical customer relationshipsAssist business development with sales leads which applicable, sales strategy, pricing, RFP development, presentations, and closing business opportunities inside and outside of assigned accountEvent ManagementLead Planner/Meeting Owner on events or programs of significance to the customer’s businessCreate/Revise program budgets to ensure M&IW forecast is attainedAlert meeting owner of any anticipated program budget variancesIdentify financial opportunities in post program billingWhat 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 reconciliationKnowledge of Cvent is preferredKnowledge of virtual and hybrid event optionsDemonstrated track record of successfully managing multiple projects simultaneouslyAbility to deliver creative outputs in a constricted timeline while maximizing available resourcesMinimum 5 years of experience in the meetings/travel industry, specifically in operationsTwo years of experience in people managementCollege degree or equivalent experienceAbility to travel at least 35% of the time including internationallyExperience working in a virtual office environmentWhat we expect:Details of these areas are shared during interviews and monthly reviews:Interpersonal SkillsetWhat we provide:Health, Dental, Vision and Life Insurance options401K planPaid holidaysAccrued personal time off for vacation and sick leaveLaptop, additional monitor, and mobile phoneRemote 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 +1 262-835-3553https://www.meetings-incentives.comM&IW associates located throughout the US and UK, and in Latin America and Asia Pacific Regions
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