Account Lead​/Customer Success Lead; Remote: reside in Eastern Time Zone

Job Details 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.

• 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)
• 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

• 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 final reconciliation from planners
• Proximity to client headquarters offices preferred
• Experience…