• Client Relationship Lead (UK/EU)

    Summary

    Within3 has a career opportunity for 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: program manager, client success advocate and business developer. As a program manager, the CRL is responsible for the overall execution of the program, including communication, coordination, and the management of resources, schedule, risk, and quality. 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 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 project management, client relationship building, 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

    • Pharmaceutical and healthcare industry

    • 8+ years in client relationship management

    • 3+ years in SaaS

    • 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)

    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

    Education

    • 4 year college BA/BS degree required

    Additional Considerations

    • Must be EU or UK based

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

  • Client Deliverables Lead (UK/EU)

    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.

    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

    • 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 writing and copy editing skills necessary

    • Strong organizational, communication, and interpersonal skills

    • Med Comm experience a plus

    • 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 EU or UK based

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

  • Program Director (USA)

    Summary

    Within3 has a career opportunity for an amazing Program Director (PD) to join our growing team - a professional with a track record of success in a services-based consulting/support role to large pharma/healthcare 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.

    The ideal candidate will build strong relationships with clients ensuring successful deployment of real-time webcast/webinar meetings (Zoom platform) and virtual meetings over-time (Within3 platform). Your efforts will drive client satisfaction and increased platform utilization. This is a dual-role, with room for professional growth.

    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 Within3 stakeholders, pharmaceutical company business owners, and third-party agencies

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

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

    • Must be able to prioritize work between simultaneous clients and programs.

    • Collaborate with key internal stakeholders with demonstrated ability to take direction and produce required results.

    • Webcast/Webinar

      • Manage logistics and execution of live (and pre-recorded) webcasts and webinars

      • Participate and conduct ongoing status meetings to communicate best practices, provide use case examples for leveraging key product functionality

      • Plan and conduct dress rehearsals, on-boarding and training for new clients

      • Attend and support webcasts and webinars (first-line) with Zoom technical support

      • Create and deliver monthly reports to highlight successes and provide on-going recommendations for further optimization across webcasts and webinars

    • Virtual Meetings (over-time)

      • Provide back-end support of virtual meetings (overtime)

        • Content loading

        • Member onboarding

        • Compiling of results reports metrics

        • Advisor orientations

    Functions

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

    • 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

    • Other/special projects where assigned

    Requirements

    • Minimum 1+ year of client/customer service experience

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

    • Working knowledge of web meetings, webcasts, webinars

    • Previous experience working in a Client or Customer Success role within the software and/or pharmaceutical/healthcare industries

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

    • Possess excellent verbal and written communication skills, including ability to present to executive and key decision makers

    • Ability to deliver customized presentations and demonstrations via web conference

    • BA/BS degree or equivalent work experience

    • Strong computer and digital acumen with ability to articulate how to best use and deploy the service

    • Great interpersonal skills with a positive attitude

    • Strong organizational and communication skills

    • Detail oriented

    • Cross-functional team collaboration focus

    • Med Comm agency experience a plus

    Additional Considerations

    • This position is 100% remote

    • This position requires a flexible schedule - some webcasts/webinars will be held early in the AM to accommodate for EU clients; others will be held in the later PM to accommodate West Coast and Asia-Pac clients

    • Obtain favorable Net Promoter Score (NPS) to lead to repeat clients, referrals, and overall growth

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

  • Content Marketing Manager

    Job Description

    • Creates many forms of written marketing content, including case studies, white papers, social media posts, video scripts, etc.

    • Accountable for all content marketing initiatives to drive traffic, engagement, leads, that deliver sales and customer retention.

    • Collaborates across functions and silos to deliver an effective content marketing strategy and editorial plan to met the business objectives at the lowest possible cost.

    • This role requires a brand publisher mindset: create the content our audience is looking for and then to optimize the path to conversion.

    • Editorial requirements include basic SEO understanding, content categorization and structure, content development, distribution and measurement. Development of editorial governance so content is consistent with our brand voice, style and tone.

    • Editorial calendar and organization workflows must be developed and managed.

    • Channel management of digital content hubs and all supporting social channels including email / newsletter distribution. This person must understand the basic best practices of the main social media channels, which content and approaches work on each and why.

    • Measurement and optimization of the program will be required on a regular and ongoing basis.

    Requirements

    • BA/BS or equivalent working experience

    • Strong writing skills and experience

    • Experience creating content for the web that spans from short social media posts to downloadable multi-page papers

    • Editorial mindset that seeks to understand what audiences consume and how to create it

    • Ability to analyze content and social performance

    • Experience with Google analytics and the top social channels

    To apply, please send your resume to , Senior Vice President, Product Management.