Customer Success Project Specialist (Remote)

Job Details

The Project Specialist will work closely with the client to understand the program goals and objectives and provide a return on their investment throughout each aspect of the program. The Project Specialist would be able to manage multiple projects simultaneously, be very organized and feel comfortable having contact with the clients. They would be involved in and/or responsible for the following tasks, as well as administrative tasks such as providing strategic recommendations on HCP and Patient processes and assisting the Customer Success team in preparing SOPs.

What You Will Do Here

• Project management with consultative approach for virtual, hybrid or in person meetings
• Follow all client mandated SOPs as required
• Client, Financial, and HCP and Patient Management
• Manage multiple projects on tight timelines
• Adherence to various policies (i.e. confidentiality, sensitive communication, intellectual property)
• Interact with individuals and groups from business units and other areas of the organization, in addition to HCPs and patients
• Main contact for customers and stakeholders for all assigned engagement types
• Research HCP status and contract availability in client system
• Confirm and adhere to country compliance policies for HCPs/patients participating in engagement. Understand policies and issues pertaining to events with HCPs and patients in attendance
• Develop and monitor engagement workflow from the initial phase through to completion
• Utilize the client system to check on status of contracts
• Cook up and coordinate contract updates to share with internal team(s) throughout the lifecycle of the engagement
• Attend client update calls and liaison with the client and internal team on engagement status
• Communicate issues as appropriate and align with internal stakeholders
• Escalate any issues or questions to the client compliance department
• Collaborate with client’s contracting and payments team to answer HCP/patient questions
• Collaborate with M&IW’s Group Travel Department to offer airline booking to HCPs/patients as needed
• Coordinate and schedule all required hotel and ground transportation using preferred vendors
• Create and distribute travel letters
• Register HCPs at congresses as needed
• Complete final reconciliation process including preparing customer invoice and working through audit process with internal finance team
• Upload final documentation into client systems
• Financial Management
• Full understanding of client financial internal requirements and deadlines
• Budget creation/management
• Adherence to country compliance limits/guidance
• Manage all event related payment requests and processing
• Full audit and reconciliation of the hotel and other vendor invoices
• Cost savings worksheet creation and management
• Final invoice document management
• Reconciliation management including estimated invoice and final invoice requirements

Who You Will Work With

• Reporting to the Manager of the Customer Success team
• Internal team members from multiple departments
• External clients and key stakeholders
• Vendors and supplier-partners
• HCPs and patients

What We Expect

• One Team Spirit
• Role Expectations
• Emotional Intelligence

Details of these areas are shared during interviews and monthly reviews

What You Will Bring

• College degree or equivalent experience
• Minimum 2 years of experience managing HCP and patient engagements (including contracting, travel arrangements, and payment oversight)
• Understanding of policies and issues pertaining to events with HCPs/patients in attendance
• Knowledge of HCP/patient payments: Fee for service (FFS), honoraria, and Expense reimbursement (NEER); Knowledge of virtual and hybrid event options
• Proven excellent oral and written communication skills in both internal and client-facing environments
• Demonstrated track record of successfully managing multiple projects simultaneously
• Experience working in a virtual office environment
• Proficient in Microsoft Office systems (Outlook, Excel, OneNote, Word, and Power Point)
• Experience with database management programs (Cvent preferred)

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

About M&IW

M&IW is a global event management firm specializing in 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. M&IW provides a portfolio of management services for meetings, events, incentives, conferences, and tradeshows. Those services include Event Management and Design, Event Sourcing, Attendee Registration and Reporting, Event Technology and Production, Creative Services, Event Marketing and Communications, Gifting and Engagement Strategies, Incentive and Recognition Solutions, Group Air Travel, On-Site Execution and Staffing, and Event Analytics. Our consulting and enterprise services include Technology Implementation and Administration, Meeting Policy, Process and Optimization, Third-party Governance, Executive Dashboards and Analytics, and Sustainability Best Practices and Tracking.