Customer Success Specialist

Job Details

Description

The Customer Success Specialist must work closely with the Customer Success Manager/Director to understand the client’s goals and objectives and provide a return on their investment within each aspect of our services. The CSS focuses on working with the operations team to provide optimal services to the account in support of those goals. The role of the CSS will be divided between Attendee Registration services, Account SOP’s and Support, and Account Training. The CSS must work effectively and efficiently with the internal support team, external clients and vendors, while complying with the corporate or pharmaceutical guidelines. On occasion, the position will require aiding the CSM/CSD on business development and/or business review tasks. The CSS will act as a knowledge base for other CSS team members on the Enterprise Solutions Team and lead regularly scheduled CSS specific calls or meetings to enhance developing skill sets, promote efficiencies and build camaraderie.

What You Will Do Here

Financial & Data Management Services

• Full understanding of account internal processes to include but not limited to client agreements, Change order and Purchase Order (PO) management
• Payment request processing
• Full understanding of the account quality control process to include but not limited to client QC process and resolution methodology.
• Notify Event Experience Managers of impending deadlines
• Work in conjunction with HCP reporting and Event Experience team to ensure programs are free of errors for deadlines
• Budget creation/management in account and M&IW systems – three phases
• Reconciliation management including estimated invoice and final invoice requirements
• On-Site budget management and reconciliation
  
  

Limited & Full Program Management Services

• Assigned as an Attendee Experience Coordinator (as required)
• Compile and distribute Executive Summaries and other post-event reports (as required)
• Source and secure space at off-site venues and restaurants
• Creation/distribution of travel letters
• Creation/management of meeting agenda
• Creation of initial meeting resume based on generic meeting information
• System profile management (update meeting profile; manage status movement throughout life of the meeting, etc.)
• Research 3rd Party Vendor options and information for meetings.
• Provide on-site preparation assistance. These services would include but are not limited to:
• Badge layout/production
• On-Site binder preparation/production
• Registration packet preparation/production
• Pre-mailer preparation/production
• On-site supply preparation/shipment
• Ability to manage 3rd Party Vendors. Clearly & effectively communicate to each vendor the requirements and specifications, negotiate cost savings, and manage payment/reconciliation process
• Shipping and receiving management
  

Account Management / Administrative Services

Provide Administrative Assistance To M&IW Customer Success Manager/Director, Meeting Owners, Event Experience Managers As Requested. These Services Would Include But Aren’t Limited To

• Miscellaneous account projects as directed by Customer Success Manager/Director
• Enter new meetings into systems profile
• Providing back-up and overflow support as directed to Event Experience Managers due to heavy volume or out of office
• Management of meeting minutes during client conference calls or meetings.
• Post-meeting survey management
• Post-meeting file closure process
  

Training and Onboarding

Provide Training And Onboarding Services To Account As Directed By Customer Success Manager/Director. These Services Would Include But Aren’t Limited To

• Establishing structure to training and onboarding process
• Track trainings for all M&IW associates working on account
• Train new hire associates with basic Merck training program
  
  

Congress Management (Life Science Accounts Only)

Provide Support Services To Event Experience Managers That Are Aligned To Congress Meetings. These Services Would Include But Not Limited To

• Training new Event Experience Managers that are aligned to congress meetings on the specific congress process
• Participate in congress calls with congress provider to give details on ancillary meetings and details required by congress provider
• Participate in any client-specific calls as it specifically relates to congress meetings
• Manage ancillary meetings for every congress to ensure staffing, accommodation, and office space for staff
• Assist in the development of new business opportunities
  
  

On-Site Services

Ability to provide support services for meetings that you are requested to go on-site for.

• Always lead by example by acting in a professional manner
• Communicate meeting information and on-site requirements in an effective manner to your on-site team.
• Exhibit strong teamwork skills
  
  

What We Expect

Details of these areas are shared during interviews and monthly reviews:

• Cultural Excellence
• Role Level Function
• Interpersonal Skillset
  
  

What You Will Bring

• College Degree or equivalent
• Minimum 3-5 years of experience in the meetings industry, specifically in operations
• Proficient in Cvent
• Knowledge of virtual and hybrid event options
• Pharma experience a plus
• 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
• Ability to travel at least 25% of the time including internationally
• Experience working in a virtual office environment
• 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)
  

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
  
  

Who We Are

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. As an entrepreneurial organization, we place customers at the center of everything we do and prioritize their needs through our core values of quality, agility, flexibility, and innovation. M&IW is a third generation, privately held, certified Women's Business Enterprise (WBE) in business for more than 50 years. Headquartered in Wisconsin, USA, and supported by a remote workforce across the US and in the UK, China, and Brazil.

M&IW provides a portfolio of management services for meetings, events, incentives, conferences, and tradeshows. Those services include Event Management and Design, Event Sourcing, Attendee Registration and Reporting, Event Technology and Production, Creative Services, Event Marketing and Communications, Gifting and Engagement Strategies, Incentive and Recognition Solutions, Group Air Travel, On-Site Execution and Staffing, and Event Analytics. Our consulting and enterprise services include Technology Implementation and Administration, Meeting Policy, Process and Optimization, Third-party Governance, Executive Dashboards and Analytics, and Sustainability Best Practices and Tracking.

Global Headquarters

10520 7 Mile Road, P.O. Box 65, Caledonia, WI 53108 | Phone +1 262-835-3553

www.meetings-incentives.com

M&IW associates located throughout the US, UK, Latin America and Asia Pacific Regions