The Customer Success Lead focuses on both the strategic management of the account (20%) and concentrates on the tactical operations (80%) by working with the operations team to provide optimal services to the account. The CSL must be able to work effectively and efficiently with both the internal support team and external clients. The CSL acts as the liaison and primary contact for the operations team and escalates any issues to the Customer Success Manager (CSM) as necessary. Assist the CSM with building client relationships within the client enterprise including business development, identifying additional service opportunities and continuous process improvement. What you will do here: Program Management - Lead Planner / Meeting Owner on events or programs of significance to the customer’s business - Create/Revise program budgets to ensure M&IW forecast is attained - Track client and individual program budgets to ensure M&IW forecast is attained - Meet with key stakeholders to review time spent on projects - Running client audits with M&IW Controller - Alert meeting owner of any anticipated account/program budget variances - Identify financial opportunities in post program billing - Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity - Ensure on-going client satisfaction surveys, analyze data, and implement continuous improvement processes - Responsible for document accuracy of operations team - Responsible for final reconciliation accuracy and timeliness from planners - Build pro-active relationships with high volume client meeting owners - Lead various internal departments toward desired outcomes as specified in Service Level Agreement - Plan meetings/events for the account as needed Account Management - Project Management with a consultative approach - Responsible to implement the KPI/SLA Program for the Account - Responsible for the strategic relationship for multiple decision makers - Accountability for accuracy and timeliness of final reconciliation from planners - Train planners on specific account processes - Analyze/Improve operational systems and processes - Develop and update all account forms and processes to meet client expectations - Analyze/review time spent on projects vs. management fees for the account - Qualify new meetings (as backup to the SAM) - Register new meetings into Cvent (as backup to the SAM) - Issue resolution with the meeting owners and escalation from the planners (as backup to the SAM) - Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity (as backup to the SAM) - Ensure on-going client satisfaction surveys, data integrity in Lanyon, and implement continuous improvement processes (as backup to the SAM) - Assist accounting in follow-up on past due invoices (as backup to the SAM) - Participate in applicable company and industry activities and events Business Development Responsibilities - Identify opportunities for new or expanded service offerings (including opportunities for M&IW strategic partners) - Up sell additional M&IW service opportunities - Network with decision makers/management as appropriate - Develop and maintain strong and highly ethical customer relationships - Gain knowledge of competitors’ strengths and weaknesses Onsite 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 Expectations - Emotional Intelligence What you will bring: - A minimum of four years of experience in the travel industry, specifically in managing meetings/events - Knowledge of virtual and hybrid event options - Experience with managing the lifecycle of a program, including final reconciliation - Knowledge of Cvent preferred - Must be able to travel 35% of the time, including Internationally - Proximity to client headquarters office preferred - Experience working in a virtual office environment - 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 - 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 Lanyon and Cvent) - Outlook (email and scheduling) 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: 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 +1 262-835-3553 www.meetings-incentives.com M&IW associates are located throughout the US, UK, Latin America and Asia Pacific Regions

***PLEASE SUMBIT YOUR APPLICATION/RESUME IN ENGLISH*** Are you passionate about being at the forefront of the ever-evolving social advertising industry? Do you take pride in driving retention and growth among valued customers by understanding their business needs and helping them succeed? We’re looking for a motivated Customer Success Manager to join us, as part of our growing Customer Success team, in our mission to help advertisers unlock greater performance and creativity in social advertising by combining ad buying and creative automation. In this role, you will manage a large book of business, train customers and drive feature adoption and outcomes leading to renewals, account expansion, and customer satisfaction across your portfolio. As a Customer Success Manager at Smartly, you will... - Build and foster strong relationships with a large book of customers. Act as the main point of contact for training and product support, delivering an exceptional customer experience - Become a specialist in the Smartly platform and digital advertising in general so as to be able to continuously solve problems for customers and improve feature adoption - Be hungry to meet targets and drive growth in your book of business, and maximize customer renewals and feature adoption. - Collaborate effectively across functions including Sales, Marketing, Technical Solutions, Services, Product and Engineering - Help Smartly build a world-class Customer Success organization; contribute to helping your team members grow, optimize existing processes within the company and actively enhance all customer success initiatives We are looking for you, if you... - Possess 4+ years of relevant experience in a customer success or similar customer-facing function - Be capable of learning new tools and processes quickly - Have advanced knowledge of paid social advertising (Facebook, Tiktok Pinterest, Snapchat etc) - Are a proactive problem-solver with a positive attitude and a strong desire to help our customers reach their goals - Have a results-driven mentality and be capable of meeting commercial targets and weekly productivity goals - Are able to explain complex concepts clearly and translate data into insights - Are confident, with strong spoken and written communication skills - Are self-driven with exceptional organizational skills - Have professional spoken and written English plus fluency in Spanish. #LI-CD1 #LI-HYBRID About SmartlySmartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers. Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best.Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it. Visit Smartly to learn more. The processing of your information is described in our Candidate Privacy Notice.

• Analyze customer needs and participate in the design and architecture of business process solutions. • Assist customers in the installation, training, customization and deployment of the Fieldpoint Software solution both remotely via web conferences and on-site as required. • Write SQL and .NET code and custom SSRS reports. • Provide high-level estimates for design and implementation efforts. • Communicate statuses, issues, and impacts with relevant client sponsors and process owners.

Customer Success Consultant; RF-SMART for NetSuite US East, US West, or Distributed-US We exist to transform our customers and change lives Who We’re Looking For Are you ready to take on a dynamic role where you can make a real impact? As a Business Analyst/Warehouse Consultant at RF-SMART, you’ll be at the forefront of delivering cutting-edge warehouse management solutions using our innovative data collection software for NetSuite ERP. If you thrive in a fast-paced environment and love the challenge of optimizing warehouse operations, this role is for you! What You’ll Do: - Design & Deliver: Create tailored warehouse data collection solutions using RF-SMART for the NetSuite ERP application, focusing on areas like receiving, inventory control, picking, and light production. - Consult & Advise: Be the go-to expert for customers, guiding them on best practices in warehouse setup, receiving, and shipping. - Train & Support: Lead training sessions and provide ongoing support, ensuring customers are confident and successful post-Go Live. Travel averages at 30% - Hit Billable Targets: Manage your time effectively to meet billable targets, contributing to the success and profitability of the business. - Problem-Solve: Tackle customer issues head-on, whether through the NetSuite ERP or RF-SMART software, and find innovative solutions. - Enhance & Innovate: Communicate customer feedback and suggest enhancements to our development team, ensuring our product continually evolves. - Stay Organized: Keep all customer interactions, project tasks, and communications organized and on track in a fast-paced environment. What You Bring: - A Bachelor’s degree in a supply chain-related field or equivalent experience. - Experience in warehouse operations and familiarity with ERP systems, especially NetSuite, is a plus. - You’re a clear communicator with excellent presentation skills, whether in person or through web demos. - Strategic and problem solving mindset: You are curious to understand the full picture or problem before jumping to conclusions and are open to uncovering other opportunities for training or helping the customer beyond the problem they come to you about. - Experience with AI platforms is desirable. Why You’ll Love It Here: Working at RF-SMART means joining a culture that values growth, collaboration, and innovation. As a Business Analyst/Warehouse Consultant; RF-SMART for NetSuite, you'll work alongside a passionate team dedicated to making a difference—both for our customers and our employees. Employer does not sponsor applicants for employment visa status (e.g. H-1B visa status). General Information: The above noted job description is not intended to be an exhaustive list of all duties and responsibilities that may be assigned, but rather to give a general sense of the responsibilities and expectations of the job. As the nature of business demands change so, too, may the essential functions of this specific position and/or the skills and abilities required. RF-SMART is an Equal Employment Opportunity (EEO) employer. A Word From Our CEO - Watch Now