Overview
Customer Success Quality Specialist Jobs in Pelham, USA at Meetings & Incentives Worldwide, Inc.
The Customer Success Quality Specialist collaborates with the Customer Success Manager/Director to understand client goals and deliver return on investment across services, focusing on data integrity within M&IW and client‑owned platforms. The role emphasizes accurate data entry and data analysis, works with internal support teams, external clients and vendors, and complies with corporate and pharmaceutical guidelines. Occasional involvement in business development or business review tasks may be required.
What
You Will Do
Financial & Compliance Management (70%)
- Manage reconciliation process, cross‑functionally with Sourcing, CS Team, Operations, and Finance, to ensure all programs are reconciled within SLA guidelines.
- Create/update program reconciliation tools that streamline processes 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 to clear errors; work directly with client for details; manage Data Error Tracker to ensure clearance within SLA to avoid penalties.
- Track client invoice statuses ensuring payment is received within contracted time.
- Support transition of the program’s budget; assist in managing changes and setting up processes for updates and close out.
- Communicate with planners and finance to ensure final invoice deadlines are met and all invoices are completed.
- Fully understand account processes including client MSA agreements, change orders, and financial management.
- Understand the account quality control process, including client QC process and resolution methodology.
- Notify Event Experience Managers of impending deadlines (SLAs).
- Collaborate with HCP reporting and Event Experience teams to ensure programs are error‑free for deadlines.
- Budget creation/management in customer and M&IW systems.
- Reconciliation management including estimated invoice and final invoice requirements.
Process Management (20%)
- Provide data compliance and administrative assistance to M&IW Customer Success Manager/Director, Meeting Owners, Event Experience Managers as requested (not limited to).
- Manage Account Inbox for new program requests, financial approvals, and other actionable communications.
- Manage Invoices Inbox for charges billed to internal HR programs and request receipts/backup from planners/coordinators.
- Enter new meeting requests into M&IW Cvent, as applicable.
- Trigger status change communications to CS & Ops Teams ensuring internal transition processes.
- Assign coordinators and web designers from M&IW Cvent into client meeting platform, if applicable.
- Miscellaneous account projects directed by Customer Success Manager/Director.
- Provide backup/overflow support to Account CSLs and/or CSS during high volume or absence.
- Management of meeting minutes during client conference calls or account team meetings; post‑meeting survey management and file closure.
- Sourcing/Meal Caps Compliance assistance (Pharma only): review MRF and Smartsheets for countries in attendance; compile meal cap grid for Investigator Meetings for review by sourcing manager/planner; manage discrepancies per client process.
Limited Project Management Services (10%)
- Communicate program needs with new and existing clients; drive client calls and internal calls as needed.
- Limited travel for execution of programs (approximately 15%).
- Assigned as an Attendee Experience Coordinator as required.
- Compile/distribute Executive Summaries and other post‑event reports as required.
- Source and secure space at off‑site venues and restaurants; create/distribute travel letters; manage meeting agendas and initial meeting resumes.
- System profile management (update meeting profile; manage status throughout life of the meeting).
- Research 3rd party vendor options for meetings; provide on‑site preparation assistance (badge layout/production, on‑site binder/registration packet prep, pre‑mailers, on‑site supply shipments).
- Ability to manage 3rd party vendors, communicate requirements clearly, negotiate cost savings, and manage payment/reconciliation.
- Shipping and receiving management.
Training
- Participate in internal and external client…
Title: Customer Success Quality Specialist
Company: Meetings & Incentives Worldwide, Inc.
Location: Pelham, USA
Category:
