Customer Success Quality Specialist

Job DetailsDescriptionThe Customer Success Quality Specialist must work closely with the Customer Success Manager/Director to understand the client’s goals and objectives and provide a return on their investment within each aspect of our services. The CSQS focuses on data integrity within M&IW and client owned platforms focusing on accurate data entry and data analysis. The Customer Success Quality Specialist must work effectively and efficiently with the internal support team, external clients and vendors, while complying with the corporate or pharmaceutical guidelines. On occasion, the position will require aiding the CSM/CSD on business development and/or business review tasks.No two days will be the same for this organized, efficient individual. Position will provide a range of services: process management, financial management, training and administrative support.What You Will Do HereFinancial & Compliance Management (70%)Manage Reconciliation Process, working cross functionally with the Sourcing, CS Team, Operations, and Finance, to ensure all programs are reconciled within SLA guidelines.Create/update program reconciliation tools that streamline process while ensuring timely audit requirements are met.QC & Data Error Lead –receive daily/weekly Data Error reports from client; QC and notify MIW team members that need to clear errors; work directly with client to gain any further detail; manage Data Error Tracker to ensure all are cleared within SLA guidelines to avoid penalties.Track client Invoice statuses ensuring payment is received within the contracted timeTransition of the program’s budget program manager assigned – help manage changes and set up processes for updates and close outCommunicate with planners and finance to ensure final invoice deadlines are met and all final invoices are completedFull understanding of the account processes to include but not limited to client MSA agreements, Change orders and financial managementPayment request processingFull 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 (SLAs)Work in conjunction with HCP reporting and Event Experience team to ensure programs are free of errors for deadlinesBudget creation/management in customer and M&IW systemsReconciliation management including estimated invoice and final invoice requirementsProcess Management (20%)Provide Data Compliance And Administrative Assistance To M&IW Customer Success Manager/Director, Meeting Owners, Event Experience Managers As Requested. These Services Would Include But Aren’t Limited ToManage Account Inbox for new program requests, financial approvals, and other actionable communicationsManage Invoices Inbox for charges billed to internal HR programs and request receipts/backup from planners/coordinatorsEnter new meeting requests into M&IW Cvent, as applicableTrigger status change communications to CS & Ops Teams ensuring internal transition process occursAssign coordinators and web designers from M&IW Cvent into client meeting platform, if applicableMiscellaneous account projects directed by Customer Success Manager/DirectorProviding back-up and/or overflow support to Account CSL’s and/or CSS due to heavy volume or out of officeManagement of meeting minutes during client conference calls or account team meetings.Post-meeting survey managementPost-meeting file closure processSourcing/Meal Caps Compliance assistance (Pharma only)Review MRF and Smartsheet’s for countries in attendance at IMsCompile meal cap grid for Investigator Meetings for review by the sourcing manager/plannerManage discrepancies per client specified processLimited Project Management Services (10%)Communicating with new and existing clients on program needsDrive client calls as well as internal calls when neededLimited travel for execution of programs – approx. 15%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 restaurantsCreation/distribution of travel lettersCreation/management of meeting agendaCreation of initial meeting resume based on generic meeting informationSystem 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/productionOn-Site binder preparation/productionRegistration packet preparation/productionPre-mailer preparation/productionOn-site supply preparation/shipmentAbility to manage 3rd Party Vendors. Clearly & effectively communicate to each vendor the requirements and specifications, negotiate cost savings, and manage payment/reconciliation processShipping and receiving managementTrainingParticipate in internal and external client trainingsParticipate in monthly client vendor calls disseminating information to MIW account teamsParticipate in Weekly Client calls with CSM, as neededManage Account Playbook and ensure information is updated and new processes are implemented and communicated to operations teamsPresent at internal trainings on new client and internal rolloutsCreate training documents, recordings, and templates and review with current and new event managersSet-up trainings with new M&IW hires to review specific account processesSeek out training and advancement by working with senior individuals in the departmentFind opportunities to increase industry knowledge through training and networkingAdministrative ServicesProvide administrative assistance to M&IW Customer Success Team, Client Meeting Owners, Client Meeting Planners, and others as requestedProvide support to all colleagues and account team by answering questions or assisting when needed.Be a liaison between M&IW and the Client to provide updates or answer questionsOnsite Physical Activities (Non-Essential Functions)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 Quality Data Associate role but may be required during live event execution. While the essential functions of the position center on planning, coordination, communication, client management, and project leadership, certain onsite tasks involve physical activity that supports event operations and if unable to perform these physical activities the company needs to know.Physical activities include, but are not limited to the following: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. What We ExpectDetails of these areas are shared during interviews and monthly reviews:Cultural Excellence Role ExpectationsEmotional IntelligenceWhat You Will BringMinimum 2 – 3 years experience, meeting industry preferredCollege degree or equivalentAble to provide clear, concise, effective, and professional communications with clients, peers, vendors, and department managersWide range of computer skills:Proficient in Word, Excel, and Internet/social mediaDatabase management programs (proficient in Cvent)Outlook (email and scheduling)Proficient in CventKnowledge of virtual and hybrid event optionsPharma experience a plusProven excellent oral and written communication skills in both internal and client-facing environmentsDemonstrated track record of successfully managing multiple projects simultaneouslyAbility to deliver creative outputs in a constricted timeline while maximizing available resourcesAbility to travel at least 25% of the time including internationallyExperience working in a virtual office environmentWide range of computer skills:Proficient in Word, Excel, and Internet/social mediaDatabase management programs (proficient in Lanyon and Cvent)Outlook (email and scheduling)What We ProvideCompetitive salaryHealth, Dental, Vision and Life Insurance options401K planPaid holidaysAccrued personal time off for vacation and sick leaveLaptop, additional monitor, and mobile phoneGlobal Giveback program for volunteer serviceRemote Office / Work from home, or option to work in our corporate headquarters located near MilwaukeeWho We AreMeeting & Incentives Worldwide, Inc. is an Equal Opportunity Employer who prohibits discrimination and harassment of any kind and affords equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, sexual orientation, and gender identity), national origin, age, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local law. Meetings & Incentives Worldwide, Inc. specializes in global event management with 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.Global Headquarters10520 7 Mile Road, P.O. Box 65, Caledonia, WI 53108 | Phone +1 262-835-3553www.meetings-incentives.comM&IW associates are located throughout the US, UK, Latin America and Asia Pacific Regions.