Director, Client Deliverable Lead (CDL) - North America

The Challenge

As a Director, Client Deliverable Lead (CDL) you will create and nurture long-term relationships with clients. This role involves working with clients directly and ensures that we are able to resolve any possible issues as well as provide high end client satisfaction. This role is well suited to a professional whose core DNA is being highly organized, autonomous and detail-focused. You should be an excellent communicator who’s able to grasp customer needs, consult on areas the platform can support the client and brainstorm ways to fulfill them. Specific responsibilities include content management, document version control and overall project organization, implementation and management. If you also have a background in client facing roles, customer service and knowledge of our industry, we’d like to meet you. You should be a self motivated individual, who drives success within the clients you partner with.

What you can expect from the opportunity

• 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. Ensuring that client’s engagement goals are being made
• 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+)
• Collaborate with internal teams (e.g. sales, engineers, senior management) to address clients’ needs

Requirements

• Lead Within3 product training to our clients, agencies, and end-user (i.e. HCPs & Patients)
• Liaise with team members, other departments, and clients to produce high-quality sessions with flawless execution
• Being accountable by joining task forces/special projects to feedback on internal and external processes
• Having the ability to track and constructing project deliverables to support successful client projects
• Proven track record of meeting and exceeding targets
• Background in client service; Pharma/Med Comms industry knowledge is a great value add here to hit the ground running.
• Experience tracking relevant KPIs (e.g. client satisfaction)
• Proficient in Google Suite/MS Office, with working knowledge of CRM platforms (e.g. Gainsight, Salesforce)
• A client-oriented attitude
• Strong organizational, communication, and interpersonal skills
• Problem-solving aptitude
• Must be able to prioritize work between simultaneous clients, programs, and time zones
• Ability to work well with a remote team
• 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
• A competitive compensation package and benefits program aligned to your location
• Create your own home working space, including MacBook Pro and monthly communication allowance
• You will benefit from our unique approach to flexible working - Work-Life Balance! And we mean it!
• Growth and advancement in a forward-thinking and dynamic organization where culture is everything!

Within3 is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at Within3 regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.