Account Lead​/Customer Success Lead; Remote: St Louis, MO

Description

The Customer Success Lead focuses on strategic account management (20%) and tactical operations (80%) to deliver optimal services. They work closely with the internal support team and external clients, act as a liaison, and escalates issues to the Customer Success Manager as needed. The role also includes building client relationships, identifying new service opportunities, and driving continuous process improvement.

• Lead planner / meeting owner on events or programs of significance to the customer’s business
• Create/Revise program budgets to ensure the M&IW forecast is attained
• Track client and individual program budgets to ensure the M&IW forecast is attained
• Meet with key stakeholders to review time spent on projects
• Run client audits with the 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, briefings, and debriefings to ensure account continuity
• Ensure ongoing client satisfaction surveys, analyze data, and implement continuous improvement processes
• Responsible for document accuracy of the operations team
• Ensure final reconciliation accuracy and timeliness from planners
• Build proactive relationships with high‑volume client meeting owners
• Lead various internal departments toward desired outcomes as specified in the Service Level Agreement
• Plan meetings/events for the account as needed

• Project management with a consultative approach
• Implement the KPI/SLA program for the account
• Maintain strategic relationships with multiple decision makers
• Ensure accuracy and timeliness of final reconciliation from planners
• Train planners on specific account processes
• Analyze and improve operational systems and processes
• Develop and update all account forms and processes to meet client expectations
• Review time spent on projects versus management fees for the account
• Qualify new meetings (as backup to the SAM)
• Register new meetings into Cvent (as backup to the SAM)
• Resolve issues with meeting owners and escalation from planners (as backup to the SAM)
• Participate in program operations turnovers, briefings, and debriefings to ensure account continuity (as backup to the SAM)
• Ensure ongoing 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

• Identify opportunities for new or expanded service offerings, including M&IW strategic partners
• Upsell additional M&IW service opportunities
• Network with decision makers/management as appropriate
• Develop and maintain strong, highly ethical customer relationships
• Gain knowledge of competitors’ strengths and weaknesses

• Cultural Excellence
• Role Level Function
• Emotional Intelligence

• Minimum of four years of experience in the travel industry, specifically in managing meetings/events
• Knowledge of virtual and hybrid event options
• Experience 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
• 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)

• Competitive salary
• Health, Dental, Vision and Life Insurance options
• 401(k) plan
• Paid holidays
• Accrued personal time off for vacation and sick leave
• Laptop, additional monitor, and mobile…