Role Description 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 - Administrative support Qualifications - Minimum 2 – 3 years of experience, meeting industry preferred - College degree or equivalent - Able to provide clear, concise, effective, and professional communications with clients, peers, vendors, and department managers - Wide range of computer skills: - Proficient in Word, Excel, and Internet/social media - Database management programs (proficient in Cvent) - Outlook (email and scheduling) - Proficient in Cvent - Knowledge of virtual and hybrid event options - Pharma experience a plus - Proven excellent oral and written communication skills in both internal and client-facing environments - Demonstrated track record of successfully managing multiple projects simultaneously - Ability to deliver creative outputs in a constricted timeline while maximizing available resources - Ability to travel at least 25% of the time including internationally - Experience working in a virtual office environment Requirements - Process Management (70%): - Provide administrative assistance to M&IW Customer Success Manager/Director, Meeting Owners, Event Experience Managers as requested. - Manage Account Inbox for new program requests, financial approvals, and other actionable communications. - Enter new meeting requests into M&IW Cvent and manage through the event lifecycle. - Manage projects through the lifecycle in Asana. - Manage Account Playbook and ensure information is updated and new processes are implemented and communicated to operations teams. - Create and manage the templated SOW process from development to signature with support of CSM/Director. - Conduct Cvent audits for all closed programs. - Create and manage reports by account including Cvent and Domo. - Test event websites for technical issues, content, and format prior to launch. - Trigger status change communications to CS & Ops Teams ensuring internal transition process occurs. - Assign coordinators and web designers from M&IW Cvent into client meeting platform, if applicable. - Miscellaneous account projects directed by Customer Success Manager/Director. - Providing back-up and/or overflow support to Account CSL’s and/or CSS due to heavy volume or out of office. - Management of meeting minutes during client conference calls or account team meetings. - Post-meeting survey management. - Post-meeting file closure process. - Sourcing/Meal Caps Compliance assistance (Pharma only). - Review MRF and Smartsheet’s for countries in attendance at IMs. - Compile meal cap grid for Investigator Meetings for review by the sourcing manager/planner. - Manage discrepancies per client specified process. - Financial & 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 completed. - Full understanding of the account processes to include but not limited to client MSA agreements, Change orders and financial management. - Payment request processing. - Notify Event Experience Managers of impending deadlines (SLAs). - Work in conjunction with an Event Experience team to ensure programs are free of errors for deadlines. - Budget creation/management in customer and M&IW systems. - Reconciliation management including estimated invoice and final invoice requirements. - Manage all client reporting needs (commission, quarterly reports, workload). - Limited Project Management Services (10%): - Communicating with new and existing clients on program needs. - Drive client calls as well as internal calls when needed. - Limited 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 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. - 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. - Shipping and receiving management. - Training: - Create training documents, recordings, and templates and review with current and new event managers. - Participate in internal and external client trainings. - Participate in monthly client vendor calls disseminating information to M&IW account teams. - Participate in Weekly Client calls with CSM, as needed. - Present at internal trainings on new client and internal rollouts. - Set-up trainings with new M&IW hires to review specific account processes. - Seek out training and advancement by working with senior individuals in the department. - Find opportunities to increase industry knowledge through training and networking. - Administrative Services: - Provide administrative assistance to M&IW Customer Success Team, Client Meeting Owners, Client Meeting Planners, and others as requested. - Provide 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 questions. - Onsite Physical Activities (Non-Essential Functions): - Movement & Positioning: Frequent standing and walking are required, particularly during event setup and teardown, registration, and onsite administration. - 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. - 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. - Operating Vehicles: Occasional driving may be required to transport materials or travel to off-site event locations. - Working in Varying Environments: Events occur in diverse settings, including indoor venues and outdoor spaces. Benefits - 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 Company Description 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.

• Support client onboarding to ensure a smooth transition from sales to delivery • Act as a primary point of contact for assigned accounts • Maintain regular communication with clients to ensure engagement and satisfaction • Proactively identify and help resolve client issues • Coordinate with internal teams (delivery, project managers, etc.) to support timely execution • Monitor account activity and flag potential risks or delays • Help ensure alignment between client expectations and internal delivery • Track client usage, engagement, and overall health • Identify opportunities for upsell and cross-sell within existing accounts • Maintain accurate CRM records and account data

Analista de Recursos Humanos (Departamento Pessoal) HELLO! Welcome to our job opportunities 😀. We’re excited to share what we’re looking for and what makes us Genuine. What are we looking for? We are seeking an individual to fill the role of Product [position], joining a team/project focused on… (project type, industry…). You will be involved in… What will you do? - Lead a squad of 8 to 10 team members - Manage the backlog - Mentor new team members What do you need to know? - Extensive knowledge of XXXX - At least X years of experience in XXXXX - Experience in the banking sector - Proven track record of managing teams of up to 10 people Key Information: Remote work, schedule… BECAUSE AT ENTELGY, EVERYTHING STARTS WITH YOU At Entelgy, caring for you in every aspect is a core principle embedded in our Genuine culture, reflected in our daily operations. We understand what matters to you, which is why we prioritize and facilitate work-life balance through our flexible working model, #Balance, alongside a range of initiatives designed to promote a healthy and balanced lifestyle. These include our digital Health and Wellness platform, MyWellness, Health Training programs, and activities with the Entelgy SportClub. Additionally, through our MyFlex Flexible Benefits Plan, you’ll gain access to a variety of products with financial and tax advantages, as well as over 450 exclusive discounts and special offers via our MyClub portal—and much more. WE INVEST ALL OUR TALENT IN EMPOWERING YOURS Our Entelgy College university offers a comprehensive training portfolio covering technologies, skills, certifications, 12 languages, and more. You choose your learning path. Your growth is both guaranteed and amplified. We’re with you every step of the way. Join our team and discover that it’s not just about what we do, but how we do it. Dare to experience something Genuine!

Working Location: FLORIDA, MIAMI; MASSACHUSETTS, WESTBOROUGH; MINNESOTA, BROOKLYN PARK; NATIONWIDE; PENNSYLVANIA, BREINIGSVILLE; PENNSYLVANIA, CENTER VALLEY; TENNESSEE, BARTLETT Workplace Flexibility: Remote For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling. ​​ ​ Every day, we live by our philosophy, True to Life, by advancing medical technologies and elevating the standard of patient care so people everywhere can fulfill their desires, dreams, and lives. ​ Our five Core Values empower us to achieve Our Purpose: Patient Focus, Integrity, Innovation, Impact and Empathy. Learn more about Life at Olympus: https://www.olympusamerica.com/careers. Job Description The role ensures the seamless regional execution of the CRIM (Customer Requirements and Information Management) framework by coordinating customer request handling, driving data consistency, and facilitating collaboration between local Sales Business Centers (SBCs), Global CRIM, and Upstream stakeholders. This role plays a central part in safeguarding Olympus’ compliance and revenue by ensuring that all regional responses to customer ESG/EHS/BCP/Material Compliance requirements are facilitated, validated, and aligned with global standards, along with ensuring efficient availability of data for RFPs/ Tenders. The position bridges regional operational execution with global strategic direction, fostering efficiency, transparency, and stakeholder engagement. Through structured reporting, training, and process improvement, the role strengthens Olympus’s ability to respond to customer inquiries consistently and competitively. Job Duties - Request Intake & Validation: Manage and validate customer requests in the region, reviewing scope, deadlines, templates, unclear requirements, and regional relevant regulations. Escalate gaps in ownership or data quality and ensure feedback loops on closed requests (i.e., assessment outcomes, tender results). - Bridge Local SBC & Global CRIM: Ensure all SBCs apply CRIM tools (AI Assistant, Golden Rules, Ticketing, Teams) correctly. Connect local Sales, Contract Operations, Procurement, Regulatory and Supply Chain teams with Global CRIM, managing downstream ticket operations and follow-up. - Bridge Global CRIM & Upstream Functions: Train & guide upstream receivers on CRIM process, and coordinate between them and the MBCs of the respective region. Maintain regular information exchange on customer requests and upstream developments to ensure aligned and compliant answers. - Advance CRIM Tools & Data Reporting: Support refinement of CRIM-related IT systems (e.g., CRIM AI Assistant) to enhance data integration and efficiency. Develop automated reporting and KPI tracking to enable data-driven management decisions and improved visibility of CRIM impact. - Continuous Improvement: Identify operational inefficiencies, recurring issues, and opportunities for improvement. Recommend enhancements to global CRIM processes, templates, and governance to drive efficiency and consistency. - Regional Transparency & Reporting: Oversee request volumes, workloads, and bottlenecks. Report risks, delays, and resourcing needs to Global CRIM. Collect and consolidate market insights to anticipate future customer trends and provide structured management updates. Represent CRIM in relevant regional meetings (i.e., R-RAC, Contract Ops.) and support knowledge flow between global and local teams. - Stakeholder & Customer Interaction: Support regional sales and tender teams in explaining CRIM processes to respective internal & external stakeholders. Build strong relationships with upstream stakeholders, Regional CommEx partners, and industry associations (e.g., AdvaMed, HIRC, Assent). - Knowledge Sharing & Enablement: Train local teams on CRIM principles, share best practices across regions, promote reuse of responses, and ensure consistent sustainability reporting. - Quality & Compliance Assurance: Monitor regional regulations from Government, ensuring all responses align with Olympus’s global CRIM standards and templates. Proactively identify compliance risks and use regulatory alignment as a competitive advantage. - Other duties as assigned Job Qualifications Required: - Degree in Business Administration, Data Analytics, Sustainability, or a related field (MBA preferred). Additional certifications in process management, data analytics, or sustainability reporting are an advantage. - Minimum of 8 years of proven experience navigating complex, cross-functional projects in a matrix organization, ideally within a global MedTech, manufacturing, or corporate environment. - Demonstrated track record in process optimization, project management, or customer information management, preferably related to ESG, EHS, or compliance topics. - Solid background in data management, KPI tracking, and reporting, with familiarity in CRM or ticketing systems. - Experience in stakeholder collaboration across corporate, divisional, and regional levels. - Knowledge of compliance and regulatory frameworks relevant to customer request management or sustainability data. - Strong analytical and problem-solving abilities, capable of interpreting complex data and translating it into actionable insights. - Excellent communication and stakeholder management skills, able to influence and align without direct authority. - Hands-on and proactive mindset with ability to manage multiple workstreams under tight deadlines. - Strong organizational skills and attention to detail, ensuring quality and compliance in content and reporting. - Strategic and commercial mindset, understanding CRIM’s impact on business performance (both risk mitigation and top-line contribution). - Cultural awareness and collaboration skills, comfortable working in cross-regional and cross-functional settings. - Business fluency in English (spoken and written); additional language skills are an asset. - Demonstrated resilience and adaptability to shifting priorities in a fast-paced, evolving organizational environment. Why join Olympus? We offer a holistic employee experience supporting personal and professional well-being through meaningful work, equitable offerings, and a connected culture. Equitable Offerings you can count on: - Competitive salaries, annual bonus and 401(k)* with company match - Comprehensive medical, dental, vision coverage effective on start date - 24/7 Employee Assistance Program - Free live and on-demand Wellbeing Programs - Generous Paid Vacation and Sick Time - Paid Parental Leave and Adoption Assistance* - 12 Paid Holidays - On-Site Child Daycare, Café, Fitness Center** Connected Culture you can embrace: - Work-life integrated culture that supports an employee centric mindset - Offers onsite, hybrid and field work environments - Paid volunteering and charitable donation/match programs - Employee Resource Groups - Dedicated Training Resources and Learning & Development Programs - Paid Educational Assistance *US Only **Center Valley, PA and Westborough, MA Are you ready to be a part of our team? Learn more about our benefits and incentives: https://www.olympusamerica.com/careers/benefits-perks. The anticipated base pay range for this full-time position is $94,580.00 - $132,412.00 / year, plus potential for annual bonus (subject to plan eligibility and other requirements). This pay range represents the National Average of the range, and may vary depending on the location of the individual. Olympus considers a variety of factors when determining actual compensation for this position, including level of experience, working location, and relevant education and certifications. At Olympus, we are committed to Our Purpose of making people’s lives healthier, safer and more fulfilling. As a global medical technology company, we partner with healthcare professionals to provide best-in-class solutions and services for early detection, diagnosis and minimally invasive treatment, aiming to improve patient outcomes by elevating the standard of care in targeted disease states. For more than 100 years, Olympus has pursued a goal of contributing to society by producing products designed with the purpose of delivering optimal outcomes for its customers around the world. Headquartered in Tokyo, Japan, Olympus employs more than 31,000 employees worldwide in nearly 40 countries and regions. Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,200 employees throughout locations in North and South America. For more information, visit www.olympusamerica.com. You Belong at Olympus We are deeply committed to fostering a respectful, fair, and welcoming workplace for all individuals, perspectives, and lifestyles. We believe in fostering a non-discriminatory, inclusive work environment where everyone feels a sense of belonging, in full compliance with legal standards. Empathy and unity are core to our company culture, empowering employees to contribute fully and flourish. We warmly encourage all who wish to bring their talents to Olympus to apply. Applicants Requesting Accommodations: Olympus is committed to the full inclusion of all qualified individuals. As part of this commitment, Olympus will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact OCAAccommodations@olympus.com. If your disability impairs your ability to email, you may call our HR Compliance Manager at 1-888-Olympus (1-888-659-6787). Let’s realize your potential, together. It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law. Posting Notes: || United States (US) || Pennsylvania (US-PA) || Center Valley || Commercial Operations