Customer Success Quality Associate

The Customer Success Quality Associate 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 CSQA focuses on process management, client deliverables, and data integrity within client portfolios. The Customer Success Quality Associate must work effectively and efficiently with the internal support team, external clients and vendors, while complying with 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 here:Process Management (70%)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:Manage Account Inbox for new program requests, financial approvals, and other actionable communicationsEnter new meeting requests into M&IW Cvent and manage through the event lifecycleManage projects through the lifecycle in AsanaManage Account Playbook and ensure information is updated and new processes are implemented and communicated to operations teamsCreate and manage the templated SOW process from development to signature with support of CSM/DirectorConduct Cvent audits for all closed programsCreate and manage reports by account including Cvent and DomoTest event websites for technical issues, content, and format prior to launchTrigger 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 processFinancial & Data Management (20%)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.Full understanding of the account quality control process to include but not limited to client QC process and resolution methodology.Communicate 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 processingNotify Event Experience Managers of impending deadlines (SLAs)Work in conjunction with an 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 requirementsManage all client reporting needs (commission, quarterly reports, workload)Limited 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 management                                                                           TrainingCreate training documents, recordings, and templates and review with current and new event managersParticipate in internal and external client trainingsParticipate in monthly client vendor calls disseminating information to M&IW account teamsParticipate in Weekly Client calls with CSM, as neededPresent at internal trainings on new client and internal rolloutsSet-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 expect: Details of these areas are shared during interviews and monthly reviews:Cultural Excellence  Role ExpectationsEmotional IntelligenceWhat you will bring:Minimum 2 – 3 years of 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 environmentWhat we provide:Competitive 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 are:Meeting & 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 HEADQUARTERS:        10520 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