• Client Deliverables Lead (US West Coast)

    Summary

    Within3 has a career opportunity for an account program professional with a track record of success in a services-based consulting/support role to large business clients. This role is well suited to a professional whose core DNA is being highly organized, autonomous and detail-focused. This team member will play a key role in delivering value to our clients by leveraging the people, process, and product resources of the company. Specific responsibilities include content management, document version control and overall project organization and implementation.

    Responsibilities

    • Assist large, global pharmaceutical business clients in implementing and using Within3’s online programs and solutions

    • Track (and in some cases construct) project deliverables to support successful client projects

    • Manage an ongoing implementation plan with the Client Relationship Lead, Within3 stakeholders, pharmaceutical company business owners, and third-party agencies

    • Provide Within3 solution training to our clients and to healthcare professionals (our end-users)

    • Train members / users on the Within3 platform and all of the features

    • Interface with our software delivery team to ensure successful client implementations and client tech support

    • Must be able to prioritize work between simultaneous clients, programs and time zones

    • Ability to adhere to strict deadlines

    • Special projects where assigned

    Functions

    • Manage the timely and quality completion of all program deliverables and services

    • Lead and provide proactive consultation to clients throughout the implementation process via regular status calls and trainings

    • Proactively identify problems, risks, and program performance issues and recommend solutions

    • Ensure all participating Within3 team members are kept abreast of developing/changing needs of a client’s program deliverables

    • Build relationships with clients’ implementation staffs and program participants

    • Partner with other Within3 teams in order to share knowledge and challenges to gain learnings and ensure there is full awareness of client ongoing status

    • Continuously provide client program deliverables status and work within tight deadlines

    • Refine content to fit online platform format, suggest best practices for digital content presentation

    Core Experience

    • 5+ years in project management, consulting or service-based role

    • Strong client management skills

    • Strong writing and copy editing skills necessary

    • Strong organizational, communication, and interpersonal skills

    • Med Comm and pharma industry experience required

    • Detail-oriented

    • Proficient and or working knowledge in the following areas:

      • Mac OS X, Microsoft Office Suite, Google Drive Suite, DropBox, Survey Monkey, Vimeo, Zoom

    • Cross-functional team collaboration focus

      • Experience with planning and executing webcasts/webinars

      • Troubleshoot technical issues

    Education

    • 4 year college BA/BS degree preferred

    Additional Considerations

    • This position is 100% remote

    • This position requires a flexible schedule - some calls, webcasts, webinars will be held early in the AM; others will be held in the later PM to accommodate clients

    • Travel to company sponsored bi-yearly meetings required

    • Must be based on the US west coast

    To apply, please send your resume to , Senior Director, Client Success, Client Deliverables Team Lead.

  • Client Relationship Lead (LATAM)

    Summary

    Within3 has a career opportunity for an account management professional that will play a key role in delivering value to our clients by leveraging the people, process, and product resources of the company. This position will serve three key roles: client success advocate, program strategist and business developer. As a client success advocate, the CRL will serve the client through education, consultation, and application of the company’s solutions (technology and methodology) to solve the clients’ business needs, as well as helping clients gain maximum value from Within3 contracts. As a program strategist, the CRL is responsible for the strategic execution of the program, including managing key client objectives and goals, use case development, risk assessment and overall quality and outcomes. As a business developer, the CRL will be responsible for nurturing and growing existing clients, as well as networking to seek out new business opportunities. A skill set and proven track record of client relationship building, program management, collaboration with business development and product development team members, solution-focused consultation with clients and a proactive problem-solving style is essential to this position.

    Responsibilities

    • Client Relationship Management and Value Assurance

      • Provide strategic/tactical thinking for internal processes and client initiatives

      • Build strong relationships with clients at multiple levels inside their organizations, client partners and Within3 partners

      • Provide client relationship and project updates to internal Within3 teams

      • Educate clients, in all levels of client organization, on how to use the platform through customized demonstrations of features and functionalities, with a focus on use cases

      • Proactively work within client organizations to ensure they realize maximum value from previously purchased Within3 contracts by:

        • Being the ultimate point of accountability for usage, user satisfaction, and customer satisfaction for all post-sale phases of Within3 projects.

          • Monitoring and projecting overall usage of purchased online sessions / communities

          • Where contract usage is trending behind schedule, working within client organizations to proactively drive adoption prior to contract expiration.

      • Support ongoing Business Development Team efforts within client accounts by:

        • Providing input on account strategy and planning

          • Seeking new business development opportunities within existing clients

          • When potential opportunities are identified, proactively generating referral meetings between interested clients and corresponding Within3 Business Development team members

    • Program Management

      • Ensure all client programs meet or ideally exceed client expectations.

      • Develop and maintain the program execution schedule from project kick-off, though implementation providing ongoing support to the client as needed

      • Communicate and coordinate tasks and assignments with internal, client, vendor, and partner resources assigned to the program

      • Provide direction to internal resources assigned to the program

      • Manage the timely and quality completion of all program deliverables and services

      • Proactively identify problems, risks, and issues and recommend solutions

      • Provide content feedback to clients, ensuring the goals of the virtual discussion are met

      • Regularly communicate program status and metrics to program stakeholders, internal and external

      • Regularly host webcasts and webinars in order to demonstrate, educate and align client extended team members with the overall project plan

    Core Experience Requirements

    • Pharmaceutical and healthcare industry

    • 8+ years in client relationship management

    • Strong written, communication and presentation skills

    • Proven aptitude for hosting webcasts and webinars with large client audiences - must be able to command the room and quickly pivot as conversation evolves

    • Project Management expertise

    • Leveraging CRM and other software tools to manage clients and related deliverables

    • Demonstrated flexibility to travel to client sites when needed/beneficial to grow relationship (30% travel expected)

    • Fluency in Spanish (Portuguese a plus)

    Advanced Experience

    • Pharmaceutical and healthcare clinical/education

    • Track record of collaborating with business development on client renewals, upsells, and expansion

    • Ability to empathize and understand client needs while diffusing issues and offering solutions for challenging situations

    • SaaS experience

    Education

    • 4 year college BA/BS degree required

    Additional Considerations

    • This position is 100% remote

    • Must be US or LATAM based.

    To apply, please send your resume to , Senior Vice President, Client Success.

  • Manager, Web Conference Solutions (REMOTE – US, Nationwide)

    Summary

    Lead our team of web conference producers connecting our Pharmaceutical and Life Sciences clients to their key stakeholders through real-time digital web events! Within3 has a career opportunity for a skilled and experienced Manager to lead and grow a team of producers in the Web Conference Solutions team. The ideal candidate will have team leader experience, while also a proven track record of managing the set-up, deployment and outputs of both real-time and on-demand web conferences, meetings and events.

    Responsibilities

    • Manage a team (2-4 members) of web conference producers who will be charged with delivery of real-time and on-demand global web conference solutions (including webcasts, webinars and other client pre-recorded presentations); May also need to stand in for Producers as needed

    • Train team members in best practices, technical features and software functionality while ensuring they deliver contracted services at the level required

    • Create and deliver monthly internal reports to Executive/Management teams to highlight successes and provide on-going recommendations for further optimization across web conferencing and video solutions

    • Attend and provide live technical support for these web conference events

    • Schedule and manage the dress rehearsal / run-through for event, making recommendations to client on flow and format best practices

    • Conduct training on web conference tools and Within3 platform for participants

    • Manage participant lists, on-boarding process and attendance report delivery

    • Serve as point of contact and subject matter expert to clients, and internal team members, complex webcast delivery

    • Create and deliver monthly internal reports to highlight successes and provide on-going recommendations for further optimization across web conferencing and video solutions

    • Assist with transfer of web and video assets to Client Success team for inclusion in related overtime programs

    • Maintain proper knowledge of software and technology used, while leading web conference process and workflow improvements collected from team members

    • Working as part of a larger team to provide excellent client service demonstrated consistently through favorable Net Promoter Score (NPS) ensuring repeat clients, referrals, and overall account growth

    Requirements

    • Minimum 4+ years of overall technical support / client support experience with 1-2+ years management or team leader experience

    • Bachelor’s degree preferred (equivalent experience with training will be considered)

    • Self-starter with ability to manage multiple tasks while leading teams with clear and direct virtual communication

    • Previous experience working in a technical support / client support role within the software (SaaS) and/or pharmaceutical/healthcare/med communications industries

    • Meeting/Video Production and/or multi-media editing skills a plus

    • Proficiency in Microsoft Office Suite – PPT, Word and Excel; Expert level Power Point skills preferred

    • Ability to work remotely in a private space with limited disruptions (100% Remote)

    • Proven experience supporting web conferences (meetings, webcasts, webinars)

    • Flexibility - Global webcasts/webinars may be held on early mornings, nights, or weekends, flex time and efficient schedule management needed

    • Ability to demonstrate planning competency, ability to prioritize work and strong time management skills are required

    • Ability to multi-task and remain calm under pressure while having a great phone/web presence

    • Comfort level with explaining complex technical features, presenting to large groups and being on camera; Moderation experience a plus

    • Excellent written/oral communication skills with a positive mindset; can-do, solution-oriented problem solver!

    To apply, please send your resume to , Vice President, Learning & Development.

  • Producer, Web Conference Solutions (REMOTE – US, UK/EU, APAC)

    Summary

    Join our team to play an integral part in connecting our clients to their key stakeholders through real-time digital web events! Within3 has a career opportunity for a skilled and experienced web event Producer to join our growing Web Conference Solutions team. The ideal candidate will be able to manage the set-up, deployment and outputs of both real-time and on-demand web conferences.

    Responsibilities

    • Manage logistics and delivery of real-time and on-demand global web conference solutions (including webcasts, webinars and other client pre-recorded presentations)

    • Attend and provide live technical support for these web conference events

    • Schedule and manage the dress rehearsal / run-through for event, making recommendations to client on flow and format best practices

    • Conduct training on web conference tools and Within3 platform for participants

    • Manage participant lists, on-boarding process and attendance report delivery

    • Serve as point of contact and subject matter expert to clients, and internal team members, complex webcast delivery

    • Assist with transfer of web and video assets to Client Success team for inclusion in related overtime programs

    • Maintain proper knowledge of software and technology used, while suggesting web conference process and workflow improvements

    • Working as part of a larger team to provide excellent client service demonstrated consistently through favorable Net Promoter Score (NPS) ensuring repeat clients, referrals, and overall account growth

    Requirements

    • Minimum 2+ years of technical support / client support experience

    • Bachelor’s degree preferred (equivalent experience with training will be considered)

    • Proficiency in Microsoft Office Suite – PPT, Word and Excel

    • Ability to work remotely in a private space with limited disruptions (100% Remote)

    • Proven experience supporting web conferences (meetings, webcasts, webinars)

    • Flexibility - Global webcasts/webinars may be held on early mornings, nights, or weekends, flex time and efficient schedule management needed

    • Ability to demonstrate planning competency, ability to prioritize work and strong time management skills are required

    • Ability to multi-task and remain calm under pressure while having a great phone/web presence

    • Comfort level with explaining complex technical features, presenting to large groups and being on camera; Moderation experience a plus

    • Excellent written/oral communication skills with a positive mindset

    • Previous experience working in a technical support / client support role within the software (SaaS) and/or pharmaceutical/healthcare/med communications industries

    • Meeting/Video Production and/or multi-media editing skills a plus

    To apply, please send your resume to , Vice President, Learning & Development.