Within3 is hiring a Director, Group Engagement Lead for a fixed term 12-month position. This fully remote role is responsible for creating and nurturing long-term relationships with clients, ensuring high satisfaction, and resolving issues through direct interaction, platform consultation, and strategic recommendations.
What You'll Do
- Build relationships with key employees and stakeholders both internally and externally.
- Assist clients in implementing and using Within3’s online programs and solutions to address their business needs.
- 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.
- 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 to address clients’ needs.
- Plan and lead client-facing meetings, present platform demos and training, manage content, document version control, and overall project organization, implementation, and management.
What We're Looking For
- Background in Client Success, SaaS, agency services or equivalent experience.
- Client-oriented attitude with strong organizational, communication, and interpersonal skills.
- Problem-solving aptitude with experience building long-term client relationships.
- Ability to prioritize work between simultaneous clients, programs, and time zones.
- Ability to track and construct project deliverables to support successful client projects.
- Ability to lead Within3 product training to our clients, agencies, and end-users.
- Willingness to routinely engage with internal trainings to tailor specific product recommendations to clients.
- Experience liaising 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 with working knowledge of CRM platforms.
- Proficient in Google Suite, MS Office, Dropbox and other project management tools.
- Ability to work well with a remote team.
Nice to Have
- Medical Communications / Pharma industry experience.
- Additional languages such as Spanish, Portuguese, and French.
Technical Stack
- Google Suite, MS Office, Dropbox
- CRM platforms (e.g., Gainsight)
Team & Environment
You will report to the Vice President, Group Engagement, Client Success.
Benefits & Compensation
- Fully remote home-based flexible working.
- Create your own home working space, including MacBook Pro and monthly communication allowance.
- Work Life Balance.
- A competitive compensation package & benefits programme aligned to your location.
- Growth & advancement in a forward thinking and dynamic organization.
Work Mode
This is a fully remote position based in the US.
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.
