Customer Success Lead, Pharma Congress ; Remote

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
• Create/Revise program budgets to ensure M&IW forecast is attained
• 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

• Project Management with a consultative approach
• Responsible to implement the KPI/SLA Program for the Account
• Responsible for the strategic relationship for multiple decision makers
• Accountability for accuracy and timeliness of final reconciliation from planners
• 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 SAM)
• Register new meetings into Cvent (as backup to the SAM)
• Issue resolution with the meeting owners and escalation from the planners (as backup to the SAM)

• 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

• 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 to 40 pounds. Items over 25 pounds require assistance from another M&IW team member.
• Reaching and Grasping:
  Event setup and breakdown may involve reaching overhead and handling tools or materials.
• Bending/Kneeling/Crouching:
  Occasionally required during event setup and breakdown.
• Repetitive Motions:
  Repeated hand and arm movements may occur during tasks such as preparing registration, arranging event spaces, or setting up displays.
• Travel Requirements:
  Frequent travel to event sites, venues, and client locations, often involving overnight stays. This may include navigating airports, train stations, hotels, and conference centers.
• Operating Vehicles:
  Occasional driving may be required to transport materials or travel to off-site event locations. This applies only to approved drivers with prior authorization from the Onsite Lead.
• Working in Varying Environments:
  Events occur in diverse settings, including indoor venues (conference centers, hotels) and outdoor spaces. Fluctuating temperatures, weather conditions, crowded or noisy environments, and varying lighting levels may be encountered.

• Cultural Excellence
• Role Expectations
• Emotional Intelligence

• A minimum of four years of experience in the travel…