Account Lead / Customer Success Lead (Remote)

Meetings & Incentives Worldwide, Inc
Milwaukee, FL
Category Customer Service
Remote
Job Description
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.

Requirements

  • 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)

Benefits

  • 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
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