Group Engagement Lead

Summary

Join Within3 as a Director, Group Engagement Lead (GEL) and cultivate lasting relationships with clients in the life science and pharmaceutical industries. You will be responsible for client onboarding, issue resolution, and ensuring high client satisfaction. This role demands strong organizational skills, autonomy, and meticulous attention to detail. Excellent communication is crucial for understanding client needs, offering platform support, and brainstorming solutions. Responsibilities include leading client meetings, conducting product demos and training, managing content and documents, and overseeing project organization, implementation, and management. A background in client-facing roles and knowledge of the life science industry or SaaS is preferred. Success in this position requires a self-motivated individual who drives results and fosters strong client partnerships.

Requirements

• Background in Client Success, SaaS, agency services or equivalent experience required
• 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
• Have the ability to track and construct 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
• 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 tools
• Ability to work well with a remote team

Responsibilities

• 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
• Ensure that client’s engagement goals are being met by routinely leading discovery conversations
• 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. strategy, sales, marketing, engineers, senior management) to address clients’ needs

Preferred Qualifications

• Medical Communications / Pharma industry desired
• Additional languages such as Spanish, Portuguese, and French are nice to have but not essential

Benefits

• Fully remote home-based flexible working
• Create your own home working space, including MacBook Pro and monthly communication allowance
• A competitive compensation package & benefits programme aligned to your location
• Growth & advancement in a forward thinking and dynamic organization where culture is everything!