Support Specialist

The Support Specialist is the sole NCM representative working in support of Clients/Groups who are not assigned to an Executive Conference Moderator or Consultant. The Specialist serves as the primary customer service contact for NCM clients as well as a liaison to all other company departments ensuring adequate compliance for all NCM clients’ business needs. He/She also works in support of the overall objectives of the Client Success Team, completing tasks assigned by Meeting Specialists or Client Success Specialists.

Duties and Responsibilities
• Serves as the primary point of contact for a selection of NCM clients who are unassigned to a specific Moderator, corresponding via email, phone, and fax to troubleshoot and assist with the needs of the client.
• Meeting material maintenance; proofing, editing, and preparing meeting literature. Proofs any client facing material to ensure accuracy and professionalism on behalf of the company.
• Assists in ensuring clients’ monthly products are submitted and produced by groups’ stated deadlines by conducting follow-ups and sending reminders to all necessary clients regarding the submission of their monthly financial data.
• Additionally, communicating with the Moderator(s) and Client Success Specialist(s) regarding any potential impacts to stated deadlines.
• Review Contract Request Forms submitted by Moderator(s) and Consultant(s) for accuracy and completeness prior to submitting to Maritz for sourcing.
• Responsible for updating Engagement-related information in Salesforce after receiving the signed contract from Maritz.
• Responsible for efforts to reduce hotel attrition expenses while keeping the Client Success Specialist and Executive Conference Moderator informed of expected attrition after attempts are exhausted.
• Responsible for providing members with the Meeting Registration form including subsequent follow up messaging until registration is confirmed or meeting occurs.
• Responsible for updating Meeting Attendance Rosters with meeting registration and activity registration, Tent Cards, and Name Tags in the database.
• Completion of tasks assigned by the Client Success Specialists including, but not limited to, the preparation and proofing of Activity Sign-up forms, Agenda Topics, Meeting Agendas, and compiling and recapping homework assignments.
• Overall management of the Idea Book which includes compiling approved ideas into a finalized booklet that is provided to clients as a valuable resource per meeting cycle.
• Overall management of anniversary cards for all NCM members.
• Responsible for aiding with priorities tasked to the Meeting Specialists and Client Success Specialists when daily priorities have been achieved in the Support Specialist role.
• Assists with new employee training as needed. As such, the associate is knowledgeable and efficient with all responsibilities within the role.
• Assists with work overflow.