The Customer Success Director (CSD) focuses on the strategy for all the accounts, building client relationships, and working with the operations Director to provide optimal services to the accounts. The CSD will work across Accounts to create and implement client KPI’s, sharing best practices and benchmarking across the enterprise accounts. The CSD develops and oversees Account project plans to ensure that each account is meeting the client’s needs and expanding M&IW services available to the client with a goal of increased revenue and margins. The CSD acts as the liaison and contact with the client procurement & meetings management contacts, for each our enterprise Accounts.
What you will do here:
Management responsibilities
- Effectively managing 2+ Accounts
- Project management with a consultative approach
- Manage and mentor Customer Success Manager (CSM) who have ultimate responsibility for customer satisfaction.
- Identify key Customer Success team personnel for inclusion in industry educational events and other forms of career development
- Provide a leadership role and give clear and consistent direction to the Customer Success teams regarding the client’s business needs and how this can be matched with M&IW services
- Develop annual business plan template and work with the CSMs and Event Operations managers to create business review for clients. The CSD will attend each of the business reviews for our enterprise accounts to assist in business development and to share Industry trends and benchmarking and to establish relationships with key clients
- Audit and review profit/loss on accounts, work with the CSM to address problem areas of the pricing model and to develop in areas of opportunity.
- Analyze and advocate for appropriate CSM team structure to support the client’s needs, and the P&L margin
- Engage in escalated Issue resolution with the meeting owners and CSM’s, if necessary
- Add Input on account RFP process for MSA renewal, or new business area of opportunity
- Contribute to ongoing client satisfaction by analyzing data, surveys, and implementing continuous improvement processes
- Work with the M&IW Business Intelligence (BI) team to define benchmarking across clients and to ensure that our clients have accessibility to their account data
- Tech Strategy – keep current in meeting technology & introduce technology to match client’s needs
- Represent M&IW at applicable company and industry events
- Client Advisory Board (CAB) – Design and actively participate in the content and presentation at the CAB as scheduled
- Client Connect (CC) – CSD should work with clients to encourage their attendance and participation in GS panels – SD will act as a key contact during the Client Connect
- Develop and/update account forms and processes to meet or exceed client expectations
- Issue resolution with the meeting owners and escalation from the CSMs and CSLs
- Lead annual and quarterly client reviews adhering to account KPIs and SLAs
- Proactively lead the RFP process for MSA Renewal
- Ensure ongoing client satisfaction by analyzing data, surveys, and implementing continues improvement processes
Business development responsibilities
- Create and sell joint venture opportunities
- Sell into new divisions and departments of dedicated accounts
- Upsell additional M&IW service opportunities of assigned accounts
- Network with decision-makers and management as appropriate
- Establish, develop, and maintain strong and ethical customer relationships
- Gain knowledge of competitors’ strengths and weaknesses
- Assist business development/association/incentive with sales leads when applicable, sales strategy, pricing, RFP development, presentations, and closing business opportunities inside and outside of assigned account
- Identify opportunities for new or expanded service offerings (including opportunities for M&IW strategic partners)
- Develop and maintain strong and highly ethical customer relationships
What we expect:
Details of these areas are shared during interviews and monthly reviews:
- Cultural Excellence
- Role Level Function
- Emotional Intelligence
What you will bring:
- Minimum 10 of experience in professional services and meeting industry
- College degree or equivalent industry experience
- Proven excellent oral and written communication skills in both internal and client facing environments
- Multi-lingual experience is optional
- Ability to travel both domestically and internationally when required for account purposes
- Knowledge of virtual and hybrid event options
- Demonstrated track record of successfully managing multiple projects simultaneously
- Ability to deliver creative outputs in a constricted timeline while maximizing available resources
What we provide:
- Competitive salary
- 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
Who we are:
M&IW is a global event management firm specializing in virtual, hybrid, and in-person experiences of all shapes and sizes as well as consulting and enterprise strategies. As an entrepreneurial organization, we place customers at the center of everything we do and prioritize their needs through our core values of quality, agility, flexibility, and innovation. M&IW is a third generation, privately held, certified Women's Business Enterprise (WBE) in business for more than 50 years. Headquartered in Wisconsin, USA, and supported by a remote workforce across the US and in the UK, China, and Brazil.
M&IW provides a portfolio of management services for meetings, events, incentives, conferences, and tradeshows. Those services include Event Management and Design, Event Sourcing, Attendee Registration and Reporting, Event Technology and Production, Creative Services, Event Marketing and Communications, Gifting and Engagement Strategies, Incentive and Recognition Solutions, Group Air Travel, On-Site Execution and Staffing, and Event Analytics. Our consulting and enterprise services include Technology Implementation and Administration, Meeting Policy, Process and Optimization, Third-party Governance, Executive Dashboards and Analytics, and Sustainability Best Practices and Tracking.
GLOBAL HEADQUARTERS:
10520 7 Mile Road, P.O. Box 65, Caledonia, WI 53108 | Phone +1 262-835-3553
www.meetings-incentives.com
M&IW associates are located throughout the US, UK, Latin America and Asia Pacific Regions