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Meetings & Incentives Worldwide, Inc. · 3 weeks ago

Customer Success Specialist, Attendee Registration (Cvent Required) - Remote

United States

Full-time

Remote

Mid Level

3+ years exp

Meetings & Incentives Worldwide, Inc. is a global event management firm specializing in virtual, hybrid, and in-person experiences. They are seeking a Customer Success Specialist to work closely with the Customer Success Manager/Director, focusing on client goals and providing optimal services in attendee registration, account management, and training.

Event Management

Responsibilities

Full understanding of account internal processes to include but not limited to client agreements, Change order and Purchase Order (PO) management

Payment request processing

Full understanding of the account quality control process to include but not limited to client QC process and resolution methodology

Notify Event Experience Managers of impending deadlines

Work in conjunction with HCP reporting and Event Experience team to ensure programs are free of errors for deadlines

Budget creation/management in account and M&IW systems – three phases

Reconciliation management including estimated invoice and final invoice requirements

On-Site budget management and reconciliation

Assigned as an Attendee Experience Coordinator (as required)

Compile and distribute Executive Summaries and other post-event reports (as required)

Source and secure space at off-site venues and restaurants

Creation/distribution of travel letters

Creation/management of meeting agenda

Creation of initial meeting resume based on generic meeting information

System profile management (update meeting profile; manage status movement throughout life of the meeting, etc.)

Research 3rd Party Vendor options and information for meetings

Provide on-site preparation assistance. These services would include but are not limited to:

Badge layout/production

On-Site binder preparation/production

Registration packet preparation/production

Pre-mailer preparation/production

On-site supply preparation/shipment

Ability to manage 3rd Party Vendors. Clearly & effectively communicate to each vendor the requirements and specifications, negotiate cost savings, and manage payment/reconciliation process

Shipping and receiving management

Provide Administrative Assistance To M&IW Customer Success Manager/Director, Meeting Owners, Event Experience Managers As Requested. These Services Would Include But Aren’t Limited To

Miscellaneous account projects as directed by Customer Success Manager/Director

Enter new meetings into systems profile

Providing back-up and overflow support as directed to Event Experience Managers due to heavy volume or out of office

Management of meeting minutes during client conference calls or meetings

Post-meeting survey management

Post-meeting file closure process

Provide Training And Onboarding Services To Account As Directed By Customer Success Manager/Director. These Services Would Include But Aren’t Limited To

Establishing structure to training and onboarding process

Track trainings for all M&IW associates working on account

Train new hire associates with basic Merck training program

Provide Support Services To Event Experience Managers That Are Aligned To Congress Meetings. These Services Would Include But Not Limited To

Training new Event Experience Managers that are aligned to congress meetings on the specific congress process

Participate in congress calls with congress provider to give details on ancillary meetings and details required by congress provider

Participate in any client-specific calls as it specifically relates to congress meetings

Manage ancillary meetings for every congress to ensure staffing, accommodation, and office space for staff

Assist in the development of new business opportunities

Ability to provide support services for meetings that you are requested to go on-site for

Always lead by example by acting in a professional manner

Communicate meeting information and on-site requirements in an effective manner to your on-site team

Exhibit strong teamwork skills

Qualification

CventMeetings industry experienceBudget managementDatabase managementProject managementVirtual office experienceOral communicationWritten communicationTeamworkEmotional intelligence