Customer Success Manager

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.

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 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
• Train account team/planner son 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 form planners
• Represent the company at industry activities and events; attend departmental and company events as warranted

Business Development duties include

• Responsibility for identifying and developing new business / revenue streams within the account
• 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
• 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
• Gain knowledge of competitors’ strengths and weaknesses
• Create and sell joint venture opportunities
• Network with decision makers and management as appropriate
• Establish, develop, and maintain strong and ethical customer relationships
• Assist business development with sales leads which applicable, sales strategy, pricing, RFP development, presentations, and closing business opportunities inside and outside of assigned account

Event Management

• 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

What you will bring: (While not a planning role, the CSM should possess a strong meeting planning skillset)

• Experience with managing the lifecycle of a program, including final reconciliation
• Knowledge of Cvent is preferred
• Knowledge of virtual and hybrid event options
• Experience with managing the lifecycle of a program, including final reconciliation
• Demonstrated track record of successfully managing multiple projects simultaneously
• Ability to deliver creative outputs in a constricted timeline while maximizing available resources
• 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

What we expect:

Details of these areas are shared during interviews and monthly reviews:

• Cultural Excellence
• Role Level Function
• Interpersonal Skillset

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:
M&IW is a global event management firm specializing in 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.

M&IW provides a portfolio of management services for meetings, events, incentives, conferences, and tradeshows. Those services include Event Management and Design, Event Sourcing, Attendee Registration and Reporting, Event Technology and Production, Creative Services, Event Marketing and Communications, Gifting and Engagement Strategies, Incentive and Recognition Solutions, Group Air Travel, On-Site Execution and Staffing, and Event Analytics. Our consulting and enterprise services include Technology Implementation and Administration, Meeting Policy, Process and Optimization, Third-party Governance, Executive Dashboards and Analytics, and Sustainability Best Practices and Tracking.

GLOBAL HEADQUARTERS:
10520 7 Mile Road, Caledonia, WI 53108 | Phone +1 262-835-3553
https://www.meetings-incentives.com
M&IW associates located throughout the US and UK, and in Latin America and Asia Pacific Regions