Meetings & Incentives Worldwide, Inc. · 2 weeks ago
Customer Success Lead - Event Manager (Pharma Congress Experience Required) - Remote
United States
Full-time
Remote
Mid Level
3+ years expMeetings & Incentives Worldwide, Inc. is a global event management firm specializing in virtual, hybrid, and in-person experiences. The Customer Success Lead will manage client relationships, oversee event planning, and ensure operational excellence while collaborating with internal teams and external clients.
Event Management
Responsibilities
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
Qualification
Required
Experience with Pharma Congresses is required
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
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
Must be able to travel 35% of the time, including Internationally
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
Able to 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 Cvent)
Outlook (email and scheduling)
Preferred
Knowledge of Cvent is preferred
Proximity to client headquarters offices preferred
Experience working in a virtual office environment
Benefits
Health, Dental, Vision and Life Insurance options
401K plan
Paid holidays
Accrued personal time off for vacation and sick leave
Laptop, additional monitor, and mobile phone
Global Giveback program for volunteer service
Remote Office / Work from home, or option to work in our corporate headquarters located near Milwaukee
Company
Meetings & Incentives Worldwide, Inc.
M&IW is a women-owned event agency specializing in planning meetings, conferences, and incentives of all scales worldwide.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Tina Madden
Chief Executive Officer
Recent News
2025-07-15
2024-12-26
Company data provided by crunchbase