[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.ResponsibilitiesLead 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 neededProject 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 eventsIdentify 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 weaknessesSkillsA 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 reconciliationTrain 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 plannersMust 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 skillsProficient in Word, Excel, and Internet/social mediaDatabase management programs (proficient in Cvent)Outlook (email and scheduling)Knowledge of Cvent is preferredProximity to client headquarters offices preferredExperience working in a virtual office environmentBenefitsCompetitive 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 MilwaukeeCompany OverviewM&IW is a women-owned event agency specializing in planning meetings, conferences, and incentives of all scales worldwide. It was founded in 1967, and is headquartered in Caledonia, Wisconsin, USA, with a workforce of 201-500 employees. Its website is https://www.meetings-incentives.com/.