Customer Success Quality Associate - Remote

Meetings & Incentives Worldwide, Inc.

21h • Remote

About The Position

The Customer Success Quality Associate must work closely with the Customer
Success Manager/Director to understand the client’s goals and objectives and
provide a return on their investment within each aspect of our services.  The
CSQA focuses on process management, client deliverables, and data integrity
within client portfolios. The Customer Success Quality Associate must work
effectively and efficiently with the internal support team, external clients and
vendors, while complying with corporate or pharmaceutical guidelines. On
occasion, the position will require aiding the CSM/CSD on business development
and/or business review tasks.

No two days will be the same for this organized, efficient individual. Position
will provide a range of services: process management, financial management,
training and administrative support.

Requirements

• Minimum 2 – 3 years of experience, meeting industry preferred
• College degree or equivalent
• 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)
• Proficient in Cvent
• Knowledge of virtual and hybrid event options
• 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
• Ability to travel at least 25% of the time including internationally
• Experience working in a virtual office environment

Nice To Haves

• Pharma experience a plus

Responsibilities

• Process Management
• Manage Account Inbox for new program requests, financial approvals, and other actionable communications
• Enter new meeting requests into M&IW Cvent and manage through the event lifecycle
• Manage projects through the lifecycle in Asana
• Manage Account Playbook and ensure information is updated and new processes are implemented and communicated to operations teams
• Create and manage the templated SOW process from development to signature with support of CSM/Director
• Conduct Cvent audits for all closed programs
• Create and manage reports by account including Cvent and Domo
• Test event websites for technical issues, content, and format prior to launch
• Trigger status change communications to CS & Ops Teams ensuring internal transition process occurs
• Assign coordinators and web designers from M&IW Cvent into client meeting platform, if applicable
• Miscellaneous account projects directed by Customer Success Manager/Director
• Providing back-up and/or overflow support to Account CSL’s and/or CSS due to heavy volume or out of office
• Management of meeting minutes during client conference calls or account team meetings.
• Post-meeting survey management
• Post-meeting file closure process
• Sourcing/Meal Caps Compliance assistance (Pharma only)
• Review MRF and Smartsheet’s for countries in attendance at IMs
• Compile meal cap grid for Investigator Meetings for review by the sourcing manager/planner
• Manage discrepancies per client specified process
• Financial & Data Management
• Manage Reconciliation Process, working cross functionally with the Sourcing, CS Team, Operations, and Finance, to ensure all programs are reconciled within SLA guidelines.
• Create/update program reconciliation tools that streamline process while ensuring timely audit requirements are met.
• Full understanding of the account quality control process to include but not limited to client QC process and resolution methodology.
• Communicate with planners and finance to ensure final invoice deadlines are met and all final invoices are completed
• Full understanding of the account processes to include but not limited to client MSA agreements, Change orders and financial management
• Payment request processing
• Notify Event Experience Managers of impending deadlines (SLAs)
• Work in conjunction with an Event Experience team to ensure programs are free of errors for deadlines
• Budget creation/management in customer and M&IW systems
• Reconciliation management including estimated invoice and final invoice requirements
• Manage all client reporting needs (commission, quarterly reports, workload)
• Limited Project Management Services
• Communicating with new and existing clients on program needs
• Drive client calls as well as internal calls when needed
• Limited travel for execution of programs – approx. 15%
• Assigned as an Attendee Experience Coordinator (as required)
• Compile and distribute Executive Summaries and other post-event reports (as required)
• Source and secure space at off-site venues and restaurants
• Creation/distribution of travel letters
• Creation/management of meeting agenda
• Creation of initial meeting resume based on generic meeting information
• System profile management (update meeting profile; manage status movement throughout life of the meeting, etc.)
• Research 3rd Party Vendor options and information for meetings.
• Provide on-site preparation assistance. These services would include but are not limited to:
• Badge layout/production
• On-Site binder preparation/production
• Registration packet preparation/production
• Pre-mailer preparation/production
• On-site supply preparation/shipment
• Ability to manage 3rd Party Vendors. Clearly & effectively communicate to each vendor the requirements and specifications, negotiate cost savings, and manage payment/reconciliation process
• Shipping and receiving management
• Training
• Create training documents, recordings, and templates and review with current and new event managers
• Participate in internal and external client trainings
• Participate in monthly client vendor calls disseminating information to M&IW account teams
• Participate in Weekly Client calls with CSM, as needed
• Present at internal trainings on new client and internal rollouts
• Set-up trainings with new M&IW hires to review specific account processes
• Seek out training and advancement by working with senior individuals in the department
• Find opportunities to increase industry knowledge through training and networking
• Administrative Services
• Provide administrative assistance to M&IW Customer Success Team, Client Meeting Owners, Client Meeting Planners, and others as requested
• Provide support to all colleagues and account team by answering questions or assisting when needed.
• Be a liaison between M&IW and the Client to provide updates or answer questions

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
• Number of Employees: 101-250 employees