Events - Client Account Management - 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. 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 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.