Meetings & Incentives Worldwide, Inc.

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. Meetings & Incentives Worldwide, Inc. is a global event management firm specializing in virtual, hybrid, and in-person experiences. The Customer Success Lead will manage strategic accounts and operational tasks, ensuring client satisfaction and identifying opportunities for service improvement. Responsibilities • 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 • 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 • Responsible to implement 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 on-going 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 • 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 Skills • 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 • 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 Lanyon and Cvent) • Outlook (email and scheduling) • Knowledge of Cvent preferred • Proximity to client headquarters office preferred • Experience working in a virtual office environment Benefits • 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 Company Overview • M&IW is a women-owned event agency specializing in planning meetings, conferences, and incentives of all scales worldwide. It was founded in 1967, and is headquartered in Caledonia, Wisconsin, USA, with a workforce of 201-500 employees. Its website is https://www.meetings-incentives.com/.