Customer Success Lead; Remote

Job Details

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 and 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
• Run 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 and 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

This position includes a set of nonessential physical activities associated with onsite event support. These activities are not fundamental to the core duties of the Customer Success Lead role but may be required during live event execution.

• Movement & Positioning:
  Frequent standing and walking are required, particularly during event setup and teardown, registration, and onsite administration. Extended periods on one’s feet are common throughout an event, often up to 4 hours without a rest break. A typical onsite day may last 8 to 14 hours, depending on client needs and agreements.
• Sitting:
  Occasional sitting is required during planning meetings, travel to and from event sites, computer-based work, or registration duties.
• Lifting and Carrying:
  Ability to lift, carry, push, or pull event materials, supplies, signage, or equipment weighing 25…