Customer Success Manager - Strategic Meetings & Events (Life Sciences) - Remote

Meetings & Incentives Worldwide, Inc. • , VT

11d • Remote

About The Position

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.

Requirements

• Experience with managing the lifecycle of a program, including final reconciliation
• 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
• 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

Nice To Haves

• Knowledge of Cvent is preferred
• Knowledge of virtual and hybrid event options
• Proximity to client headquarters offices preferred

Responsibilities

• 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
• Represent the company at industry activities and events; attend departmental and company events as warranted
• 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 from planners
• Responsibility for identifying and developing new business / revenue streams within the account
• Responsible for delivering the Sales solution plan for any new service line opportunity
• 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
• Promote M&IW Performance Improvement programs or products
• Develop and maintain strong and ethical customer relationships
• Create and sell joint venture opportunities
• Network with decision makers/management as appropriate
• Gain knowledge of competitors’ strengths and weaknesses
• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree