Customer Success Lead (Remote)
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
Onsite Physical Activities (Non-Essential Functions)
This position includes a set of nonessential physical activities associated with onsite event support. These activities are not fundamental to the core duties of the Customer Success Lead role but may be required during live event execution. While the essential functions of the position center on planning, coordination, communication, client management, and project leadership, certain onsite tasks involve physical activity that supports event operations and if unable to perform these physical activities the company needs to know.
Physical activities include, but are not limited to the following:
Movement & Positioning: Frequent standing and walking are required, particularly during event setup and teardown, registration, and onsite administration. Extended periods on one’s feet are common throughout an event, often up to 4 hours without a rest break. A typical onsite day may last 8 to 14 hours, depending on client needs and agreements.
Sitting: Occasional sitting is required during planning meetings, travel to and from event sites, computer-based work, or registration duties.
Lifting and Carrying: Ability to lift, carry, push, or pull event materials, supplies, signage, or equipment weighing 25 to 40 pounds. Items over 25 pounds require assistance from another M&IW team member.
Reaching and Grasping: Event setup and breakdown may involve reaching overhead and handling tools or materials.
Bending/Kneeling/Crouching: Occasionally required during event setup and breakdown.
Repetitive Motions: Repeated hand and arm movements may occur during tasks such as preparing registration, arranging event spaces, or setting up displays.
Travel Requirements: Frequent travel to event sites, venues, and client locations, often involving overnight stays. This may include navigating airports, train stations, hotels, and conference centers.
Operating Vehicles: Occasional driving may be required to transport materials or travel to off-site event locations. This applies only to approved drivers with prior authorization from the Onsite Lead.
Working in Varying Environments: Events occur in diverse settings, including indoor venues (conference centers, hotels) and outdoor spaces. Fluctuating temperatures, weather conditions, crowded or noisy environments, and varying lighting levels may be encountered.
What we expect:
Details of these areas are shared during interviews and monthly reviews:
Cultural Excellence
Role Expectations
Emotional Intelligence
What you will bring:
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)
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:
Meetings & Incentives Worldwide, Inc. is an Equal Opportunity Employer who prohibits discrimination and harassment of any kind and affords equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, sexual orientation, and gender identity), national origin, age, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local law. Meetings & Incentives Worldwide, Inc. specializes in global event management with 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.
GLOBAL HEADQUARTERS:
10520 7 Mile Road, P.O. Box 65, Caledonia, WI 53108 | Phone +1 262-835-3553
www.meetings-incentives.com
M&IW associates are located throughout the US, UK, Latin America and Asia Pacific Regions.