[Hiring] Customer Success Manager @Meetings &entives Worldwide

Role Description

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. This position reports to the Director, Customer Success Team.

What you will do here:

• Account Management duties include:
  • 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
    • 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
  • 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
• Business Development duties include:
  • 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
    • Closing business opportunities
  • Review ongoing client satisfaction surveys, analyze data, and implement continuous improvement processes
  • 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
• Event Management duties include:
  • 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
• Onsite Physical Activities (Non-Essential Functions):
  • Movement & Positioning: Frequent standing and walking are required, particularly during event setup and teardown.
  • Sitting: Occasional sitting is required during planning meetings, travel, or registration duties.
  • Lifting and Carrying: Ability to lift, carry, push, or pull event materials weighing 25 to 40 pounds.
  • Reaching and Grasping: Event setup and breakdown may involve reaching overhead.
  • Bending/Kneeling/Crouching: Occasionally required during event setup and breakdown.
  • Repetitive Motions: Repeated hand and arm movements may occur during tasks.
  • Travel Requirements: Frequent travel to event sites, often involving overnight stays.
  • Operating Vehicles: Occasional driving may be required to transport materials.
  • Working in Varying Environments: Events occur in diverse settings with fluctuating conditions.

Qualifications

• Experience with managing the lifecycle of a program, including final reconciliation
• Knowledge of Cvent is preferred
• Knowledge of virtual and hybrid event options
• 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
• Proximity to client headquarters offices preferred
• 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

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