[Hiring] Customer Success Quality Specialist @Meetings & Incentives Worldwide, Inc.

Role Description

The Customer Success Quality Specialist 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 CSQS focuses on data integrity within M&IW and client owned platforms focusing on accurate data entry and data analysis. The Customer Success Quality Specialist must work effectively and efficiently with the internal support team, external clients and vendors, while complying with the 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.

What you will do here:

• Financial & Compliance Management (70%)
  • 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.
  • QC & Data Error Lead – receive daily/weekly Data Error reports from client; QC and notify MIW team members that need to clear errors; work directly with client to gain any further detail; manage Data Error Tracker to ensure all are cleared within SLA guidelines to avoid penalties.
  • Track client Invoice statuses ensuring payment is received within the contracted time.
  • Transition of the program’s budget program manager assigned – help manage changes and set up processes for updates and close out.
  • 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.
  • Full understanding of the account quality control process to include but not limited to client QC process and resolution methodology.
  • Notify Event Experience Managers of impending deadlines (SLAs).
  • Work in conjunction with HCP reporting and 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.
• Process Management (20%)
  • Provide data compliance and administrative assistance to M&IW Customer Success Manager/Director, Meeting Owners, Event Experience Managers as requested.
  • Manage Account Inbox for new program requests, financial approvals, and other actionable communications.
  • Manage Invoices Inbox for charges billed to internal HR programs and request receipts/backup from planners/coordinators.
  • Enter new meeting requests into M&IW Cvent, as applicable.
  • 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.
• Limited Project Management Services (10%)
  • 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
  • Participate in internal and external client trainings.
  • Participate in monthly client vendor calls disseminating information to MIW account teams.
  • Participate in Weekly Client calls with CSM, as needed.
  • Manage Account Playbook and ensure information is updated and new processes are implemented and communicated to operations teams.
  • Present at internal trainings on new client and internal rollouts.
  • Create training documents, recordings, and templates and review with current and new event managers.
  • 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.

Qualifications

• Minimum 2 – 3 years 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.
  • Pharma experience a plus.
• 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.

Requirements

• Wide range of computer skills:
  • Proficient in Word, Excel, and Internet/social media.
  • Database management programs (proficient in Lanyon and Cvent).
  • Outlook (email and scheduling).

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.