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: 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.
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
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
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)
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
4 year college BA/BS degree required
Must be US - west coast based
To apply, please send your resume to Amanda Sweeney, Senior Vice President, Client Success.