Job Description

SUMMARY

Within3 has a career opportunity for an amazing Program Coordinator to join our growing team - a professional with a track record of success in a services-based consulting/support role to large pharma/healthcare clients. This role is well suited to a professional whose core DNA is being highly organized, autonomous, and detail-focused. This team member will play a key role in delivering value to our clients by leveraging the people, process, and product resources of the company.

The ideal candidate will build strong relationships with clients ensuring successful deployment of real-time webcast/webinar meetings (Zoom platform) and virtual meetings over-time (Within3 platform). Your efforts will drive client satisfaction and increased platform utilization. This is a dual-role, with room for professional growth.

RESPONSIBILITIES

  • Assist large, global pharmaceutical business clients in implementing and using Within3’s online programs and solutions.

  • Track (and in some cases construct) project deliverables to support successful client projects.

  • Manage an ongoing implementation plan with Within3 stakeholders, pharmaceutical company business owners, and third-party agencies

  • Provide Within3 solution training to our clients and to healthcare professionals (our end-users).

  • Interface with our software delivery team to ensure successful client implementations and client tech support.

  • Must be able to prioritize work between simultaneous clients and programs.

  • Collaborate with key internal stakeholders with demonstrated ability to take direction and produce required results.

  • Webcast/Webinar

    • Manage logistics and execution of live (and pre-recorded) webcasts and webinars

    • Participate and conduct ongoing status meetings to communicate best practices, provide use case examples for leveraging key product functionality

    • Plan and conduct dress rehearsals, on-boarding and training for new clients

    • Attend and support webcasts and webinars (first-line) with Zoom technical support

    • Create and deliver monthly reports to highlight successes and provide on-going recommendations for further optimization across webcasts and webinars

  • Virtual Meetings (over-time)

    • Provide back-end support of virtual meetings (overtime)

      • Content loading

      • Member onboarding

      • Compiling of results reports metrics

      • Advisor orientations

FUNCTIONS

  • Manage the timely and quality completion of all program deliverables and services

  • Proactively identify problems, risks, and program performance issues and recommend solutions

  • Ensure all participating Within3 team members are kept abreast of developing/changing needs of a client’s program deliverables

  • Build relationships with clients’ implementation staffs and program participants

  • Partner with other Within3 teams in order to share knowledge and challenges to gain learnings and ensure there is full awareness of client ongoing status

  • Continuously provide client program deliverables status

  • Other/special projects where assigned

REQUIREMENTS

  • Minimum 1+ year of client/customer service experience

  • 4+ years in project management, consulting or service-based role

  • Working knowledge of web meetings, webcasts, webinars

  • Previous experience working in a Client or Customer Success role within the software and/or pharmaceutical/healthcare industries

  • Ability to demonstrate planning competency, ability to prioritize work and strong time management skills are required

  • Possess excellent verbal and written communication skills, including ability to present to executive and key decision makers

  • Ability to deliver customized presentations and demonstrations via web conference

  • BA/BS degree or equivalent work experience

  • Strong computer and digital acumen with ability to articulate how to best use and deploy the service

  • Great interpersonal skills with a positive attitude

  • Strong organizational and communication skills

  • Detail oriented

  • Cross-functional team collaboration focus

  • Med Comm agency experience a plus

ADDITIONAL CONSIDERATIONS

  • This position is 100% remote

  • This position requires a flexible schedule - some webcasts/webinars will be held early in the AM to accommodate for EU clients; others will be held in the later PM to accommodate West Coast and Asia-Pac clients

  • Obtain favorable Net Promoter Score (NPS) to lead to repeat clients, referrals, and overall growth

 

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