Description

Customer Success Lead

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.

This is a remote position but requires applicants to be located in the St. Louis, MO area.

 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
• 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
• 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

 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 relationship
• 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

Requirements

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 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)