The Customer Success Lead focuses on both the strategic management of the account (20%) and concentrates on the tactical operations (80%) by working with the operations team to provide optimal services to the account. The CSL must be able to work effectively and efficiently with both the internal support team and external clients. The CSL acts as the liaison and primary contact for the operations team and escalates any issues to the Customer Success Manager (CSM) as necessary. Assist the CSM with building client relationships within the client enterprise including business development, identifying additional service opportunities and continuous process improvement.
What you will do here:Event Management- Lead Planner / Meeting Owner on events or programs of significance to the customer's business
- Train planners on specific account processes and needs
- Analyze/Improve operational systems and processes
- Develop and update all account forms and processes to meet client expectations
- Track client and individual program budgets to ensure M&IW forecast is attained
- Meet with key stakeholders to review time spent on projects
- Running 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 on-going 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 pro-active 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
- Contribute to the KPI/SLA Program for the Account
- Contribute to the strategic relationship for at least one decision maker
- 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 CSM)
- Register new meetings into Cvent (as backup to the CSM)
- Issue resolution with the meeting owners and escalation from the planners (as backup to the CSM)
- Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity (as backup to the CSM)
- Ensure on-going client satisfaction surveys, data integrity in Lanyon, and implement continuous improvement processes (as backup to the CSM)
- Assist accounting in follow-up on past due invoices (as backup to the CSM)
- 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)
- Up sell additional M&IW service opportunities
- Network with decision makers/management as appropriate
- Develop and maintain strong and highly ethical customer relationships
- Gain knowledge of competitors' strengths and weaknesses
Onsite Physical Activities (Non-Essential Functions) This position includes a set of nonessential physical activities associated with onsite event support. These activities are not fundamental to the core duties of the Customer Success Lead role but may be required during live event execution. While the essential functions of the position center on planning, coordination, communication, client management, and project leadership, certain onsite tasks involve physical activity that supports event operations and if unable to perform these physical activities the company needs to know.
Physical activities include, but are not limited to the following:
- Movement & Positioning: Frequent standing and walking are required, particularly during event setup and teardown, registration, and onsite administration. Extended periods on one's feet are common throughout an event, often up to 4 hours without a rest break. A typical onsite day may last 8 to 14 hours, depending on client needs and agreements.
- Sitting: Occasional sitting is required during planning meetings, travel to and from event sites, computer-based work, or registration duties.
- Lifting and Carrying: Ability to lift, carry, push, or pull event materials, supplies, signage, or equipment weighing 25 to 40 pounds. Items over 25 pounds require assistance from another M&IW team member.
- Reaching and Grasping: Event setup and breakdown may involve reaching overhead and handling tools or materials.
- Bending/Kneeling/Crouching: Occasionally required during event setup and breakdown.
- Repetitive Motions: Repeated hand and arm movements may occur during tasks such as preparing registration, arranging event spaces, or setting up displays.
- Travel Requirements: Frequent travel to event sites, venues, and client locations, often involving overnight stays. This may include navigating airports, train stations, hotels, and conference centers.
- Operating Vehicles: Occasional driving may be required to transport materials or travel to off-site event locations. This applies only to approved drivers with prior authorization from the Onsite Lead.
- Working in Varying Environments: Events occur in diverse settings, including indoor venues (conference centers, hotels) and outdoor spaces. Fluctuating temperatures, weather conditions, crowded or noisy environments, and varying lighting levels may be encountered.
What we expect:Details of these areas are shared during interviews and monthly reviews:
- Cultural Excellence
- Role Expectations
- Emotional Intelligence
What you will bring:- A minimum of three 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 reconciliation
- Knowledge of Cvent is preferred
- Train account team/planners on specific account processes and needs
- Create/Revise program budgets to ensure M&IW forecast is attained
- 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
- Proximity to client headquarters offices preferred
- Experience working in a virtual office environment
- Must be able to travel 35% of the time, including Internationally
- 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
- 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)
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
