Director, Group Engagement Lead (GEL), Client Success

Reports to

Vice President, Group Engagement, Client Success

Who We Are!

Within 3's virtual engagement platform helps the top life science and pharmaceutical companies in the world to engage more efficiently with physicians and patients. Drugs get to market faster. Patients can be heard. Busy physicians can spend more time with patients. 

We work hard to create a dynamic and collaborative culture where innovation is encouraged. Even as a globally distributed organization, we strive to create and maintain connections that not only make work fun but make our work better!

The Challenge

As a Director, Group Engagement Lead (GEL) you will create and nurture long-term relationships with clients. This role involves working with clients directly and ensures that we are able to resolve any possible issues as well as provide high end client satisfaction. 

This role is well suited to a professional whose core DNA is being highly organized, autonomous and detail-focused. You should be an excellent communicator who’s able to grasp customer needs, consult on areas the platform can support the client and brainstorm ways to fulfil them. 

Specific responsibilities include planning and leading client-facing meetings, presenting platform demos and training, content management, document version control and overall project organization, implementation and management. 

If you also have a background in client-facing roles and knowledge of the life science  industry and/or SaaS, we’d like to meet you. You should be a self motivated individual, who drives success within the clients you partner with.

What you can expect from the opportunity

• Build relationships with key employees and stakeholders both internally and externally
• Assist growing pharmaceutical and life science business clients in implementing and using Within3’s online programs and solutions to address their business needs with creative thinking and planning
• Drive regular meetings with clients to ensure strategic recommendations to the Client Strategy and Sales team. Ensuring that client’s engagement goals are being made
• Own technical support and escalate issues as appropriate
• Increase usage and client awareness of all Within3 offerings across multiple projects, holding a key knowledge of the full product suite
• Ensure both the company and clients adhere to contract terms
• Play a key role in maintaining a high level of NPS score (8+) and product adoption
• Collaborate with internal teams (e.g. sales, engineers, senior management) to address clients’ needs.

Requirements

What you need to grow and succeed

• Have a client-oriented attitude with strong organizational, communication, and interpersonal skills
• Problem-solving aptitude with experience building long-term client relationships
• Must be able to prioritize work between simultaneous clients, programs, and time zones
• Havethe ability to track and constructing project deliverables to support successful client projects
• Lead Within3 product training to our clients, agencies, and end-user (i.e. HCPs & Patients)
• Routinely engage with internal trainings to tailor specific product recommendations to clients including releases of new platform features and functionalities 
• Liaise with team members, other departments, and clients to produce high-quality sessions with flawless execution
• Proven track record of meeting and exceeding targets
• Background in Client Success or SaaS
• Experience tracking relevant KPIs (e.g. client satisfaction) with working knowledge of CRM platforms (e.g. Gainsight)
• Proficient in Google Suite, MS Office, Dropbox and other project management rools
• Ability to work well with a remote team
• Medical Communications / Pharma industry desired
• Additional languages such as Spanish, Portuguese, and French are nice to have but not essential

Additional Duties

This job description in no way states, or implies, that these are the only duties to be performed. You will be expected to follow any other job-related instructions and to perform other job-related duties as requested by your manager.

Don’t meet every single requirement? Studies have shown that women, members of the LGBTQ+ community and people of color are less likely to apply to jobs unless they meet every single qualification. At Within3 we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Benefits

Whats on offer

• Fully remote home-based flexible working
• Create your own home working space, including MacBook Pro and monthly communication allowance. 
• You will benefit from our unique approach to flexible working - Work Life Balance! And we mean it! 
• A competitive compensation package & benefits programme aligned to your location. 
• Growth & advancement in a forward thinking and dynamic organization where culture is everything!

Within3 is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at Within3 regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.