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.