Customer Success Lead

What You Will Do Here Program 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 Track client and individual program budgets to ensure M&IW forecast is attained Meet with key stakeholders to review time spent on projects Run client audits with M&IW Controller Alert meeting owner of any anticipated account/program budget variances Identify financial opportunities in post program billing Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity Ensure ongoing client satisfaction surveys, analyze data, and implement continuous improvement processes Responsible for document accuracy of operations team Responsible for final reconciliation accuracy and timeliness from planners Build proactive relationships with high volume client meeting owners Lead various internal departments toward desired outcomes as specified in Service Level Agreement Plan meetings/events for the account as needed Account Management Project Management with a consultative approach Responsible for implementing the KPI/SLA Program for the Account Responsible for the strategic relationship for multiple decision makers Accountability for accuracy and timeliness of final reconciliation from planners Train planners on specific account processes Analyze/Improve operational systems and processes Develop and update all account forms and processes to meet client expectations Analyze/review time spent on projects vs. management fees for the account Qualify new meetings (as backup to the SAM) Register new meetings into Cvent (as backup to the SAM) Issue resolution with the meeting owners and escalation from the planners (as backup to the SAM) Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity (as backup to the SAM) Ensure ongoing client satisfaction surveys, data integrity in Lanyon, and implement continuous improvement processes (as backup to the SAM) Assist accounting in follow-up on past due invoices (as backup to the SAM) Participate in applicable company and industry activities and events Business Development Responsibilities Identify opportunities for new or expanded service offerings (including opportunities for M&IW strategic partners) Upsell additional M&IW service opportunities Network with decision makers/management as appropriate Develop and maintain strong and ethical customer relationships Gain knowledge of competitors’ strengths and weaknesses What We Expect Details of these areas are shared during interviews and monthly reviews: Cultural Excellence Role Level Function Emotional Intelligence What You Will Bring A minimum of four years of experience in the travel industry, specifically in managing meetings/events Knowledge of virtual and hybrid event options Experience with managing the lifecycle of a program, including final reconciliation Knowledge of Cvent preferred Must be able to travel 35% of the time, including internationally Proximity to client headquarters office preferred Experience working in a virtual office environment Proven excellent oral and written communication skills in 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 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 Lanyon and Cvent) Outlook (email and scheduling) 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, and in consulting and enterprise strategies. We place customers at the center of everything we do, guided by our core values of quality, agility, flexibility, and innovation. M&IW provides a portfolio of management services for meetings, events, incentives, conferences, and tradeshows. Our 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.