Customer Success Lead - Event Manager; Pharma Congress - Remote

Customer Success Lead - Event Manager (Pharma Congress Experience Required) - Remote

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The Customer Success Lead focuses on both strategic account management (20%) and tactical operations (80%). Working with the operations team, the CSL delivers optimal services to the account, acting as the liaison and primary contact. The CSL escalates issues to the Customer Success Manager as necessary and assists in building client relationships, including business development, identifying new service opportunities, and continuous process improvement.

• Experience with Pharma Congresses is required.

• 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.

• 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.

• Identify opportunities for new or expanded service offerings (including opportunities for M&IW strategic partners).
• Upsell 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.

• Cultural Excellence
• Role Level Function
• Emotional Intelligence

• 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…