Meetings & Incentives Worldwide, Inc.
Event Management - Customer Success Lead - Level 1
Meetings & Incentives Worldwide, Inc., Phila, Pennsylvania, United States,
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 businessTrain planners on specific account processes and needsAnalyze/Improve operational systems and processesDevelop and update all account forms and processes to meet client expectationsTrack client and individual program budgets to ensure M&IW forecast is attainedMeet with key stakeholders to review time spent on projectsRunning client audits with M&IW ControllerAlert meeting owner of any anticipated account/program budget variancesIdentify financial opportunities in post program billingParticipate in program operations turnovers, program briefings, and program debriefings to ensure account continuityEnsure on-going client satisfaction surveys, analyze data, and implement continuous improvement processesResponsible for document accuracy of operations teamResponsible for final reconciliation accuracy and timeliness from plannersBuild pro-active relationships with high volume client meeting ownersLead various internal departments toward desired outcomes as specified in Service Level AgreementPlan meetings/events for the account as neededAccount Management
Project management with a consultative approachContribute to the KPI/SLA Program for the AccountContribute to the strategic relationship for at least one decision makerTrain planners on specific account processesAnalyze/Improve operational systems and processesDevelop and update all account forms and processes to meet client expectationsAnalyze/review time spent on projects vs. management fees for the accountQualify 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 eventsBusiness Development Responsibilities
Identify opportunities for new or expanded service offerings (including opportunities for M&IW strategic partners)Up sell additional M&IW service opportunitiesNetwork with decision makers/management as appropriateDevelop and maintain strong and highly ethical customer relationshipsGain knowledge of competitors’ strengths and weaknessesWhat we expect:Details of these areas are shared during interviews and monthly reviews:Cultural ExcellenceRole ExpectationsEmotional IntelligenceWhat you will bring:A minimum of three years of experience in the travel industry, specifically in managing meetings/eventsKnowledge of virtual and hybrid event optionsExperience with managing the lifecycle of a program, including reconciliationKnowledge of Cvent is preferredTrain account team/planners on specific account processes and needsCreate/Revise program budgets to ensure M&IW forecast is attainedRun 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 from plannersProximity to client headquarters offices preferredExperience working in a virtual office environmentMust be able to travel 35% of the time, including InternationallyProven excellent oral and written communication skills in both internal and client-facing environmentsDemonstrated track record of successfully managing multiple projects simultaneouslyAbility to deliver creative outputs in a constricted timeline while maximizing available resourcesAble to provide clear, concise, effective, and professional communications with clients, peers, vendors, and department managersWide range of computer skills:Proficient in Word, Excel, and Internet/social mediaDatabase management programs (proficient in Cvent)Outlook (email and scheduling)What we provide:Competitive salaryHealth, Dental, Vision and Life Insurance options401K planPaid holidaysAccrued personal time off for vacation and sick leaveLaptop, additional monitor, and mobile phoneGlobal Giveback program for volunteer serviceRemote Office / Work from home, or option to work in our corporate headquarters located near MilwaukeeWho 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, P.O. Box 65, Caledonia, WI 53108 | Phone +1 262-835-3553www.meetings-incentives.comM&IW associates located throughout the US, UK, Latin America and Asia Pacific Regions
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Lead Planner / Meeting Owner on events or programs of significance to the customer’s businessTrain planners on specific account processes and needsAnalyze/Improve operational systems and processesDevelop and update all account forms and processes to meet client expectationsTrack client and individual program budgets to ensure M&IW forecast is attainedMeet with key stakeholders to review time spent on projectsRunning client audits with M&IW ControllerAlert meeting owner of any anticipated account/program budget variancesIdentify financial opportunities in post program billingParticipate in program operations turnovers, program briefings, and program debriefings to ensure account continuityEnsure on-going client satisfaction surveys, analyze data, and implement continuous improvement processesResponsible for document accuracy of operations teamResponsible for final reconciliation accuracy and timeliness from plannersBuild pro-active relationships with high volume client meeting ownersLead various internal departments toward desired outcomes as specified in Service Level AgreementPlan meetings/events for the account as neededAccount Management
Project management with a consultative approachContribute to the KPI/SLA Program for the AccountContribute to the strategic relationship for at least one decision makerTrain planners on specific account processesAnalyze/Improve operational systems and processesDevelop and update all account forms and processes to meet client expectationsAnalyze/review time spent on projects vs. management fees for the accountQualify 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 eventsBusiness Development Responsibilities
Identify opportunities for new or expanded service offerings (including opportunities for M&IW strategic partners)Up sell additional M&IW service opportunitiesNetwork with decision makers/management as appropriateDevelop and maintain strong and highly ethical customer relationshipsGain knowledge of competitors’ strengths and weaknessesWhat we expect:Details of these areas are shared during interviews and monthly reviews:Cultural ExcellenceRole ExpectationsEmotional IntelligenceWhat you will bring:A minimum of three years of experience in the travel industry, specifically in managing meetings/eventsKnowledge of virtual and hybrid event optionsExperience with managing the lifecycle of a program, including reconciliationKnowledge of Cvent is preferredTrain account team/planners on specific account processes and needsCreate/Revise program budgets to ensure M&IW forecast is attainedRun 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 from plannersProximity to client headquarters offices preferredExperience working in a virtual office environmentMust be able to travel 35% of the time, including InternationallyProven excellent oral and written communication skills in both internal and client-facing environmentsDemonstrated track record of successfully managing multiple projects simultaneouslyAbility to deliver creative outputs in a constricted timeline while maximizing available resourcesAble to provide clear, concise, effective, and professional communications with clients, peers, vendors, and department managersWide range of computer skills:Proficient in Word, Excel, and Internet/social mediaDatabase management programs (proficient in Cvent)Outlook (email and scheduling)What we provide:Competitive salaryHealth, Dental, Vision and Life Insurance options401K planPaid holidaysAccrued personal time off for vacation and sick leaveLaptop, additional monitor, and mobile phoneGlobal Giveback program for volunteer serviceRemote Office / Work from home, or option to work in our corporate headquarters located near MilwaukeeWho 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, P.O. Box 65, Caledonia, WI 53108 | Phone +1 262-835-3553www.meetings-incentives.comM&IW associates located throughout the US, UK, Latin America and Asia Pacific Regions
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