Associate Director, Customer Engagement

About this role

We're committed to bringing passion and customer focus to the business.

A member of the Leadership Team, the   Associate   Director   fulfills a key management role at Trinity. This individual will work as an engagement leader on client projects, a strategic leader on talent/staff management, and an intellectual leader for further expanding the firm’s capabilities. More specifically, s/he will   be responsible for   marketing and branding the team’s   expertise   to create client/project collaboration opportunities. Through developing strong relationships with new and existing clients , s/ he   will   be responsible for   achieving and   delivering   pre-established revenue   objectives .

The   Associate Director   will also fulfill a highly strategic role in support of the firm’s success   by:   identifying   innovative initiatives and implementing those; contributing as a strategic business partner to senior management; and developing   short and long term   goals and spearheading the implementation of related activities. The   Associate Director   will have demonstrated expertise and comfort in customer engagement and will play a key role within the   Customer Engagement COE which is a growing team within Trinity that uses data, insights and strategy to engage their customers (HCPs, patients, payers) to achieve intended outcomes in Commercial and Medical.  Trinity has an industry leading data platform and tools that can accelerate clients’ ability to action data by predicting and orchestrating the “next best action/engagement” for both the field and digital channel(s) .    Combining industry leading data, benchmarking, insights,   methods   and approaches with orchestration positions Trinity to effectively consult and guide our clients to improved impact using omnichannel strategies .    With the support of assigned management and staff , s/ he will lead and ensure superb delivery on client proposals and projects. The   Associate Director   will create business opportunities in close collaboration with other members of the Leadership Team.  

Essential Functions  

Client Development  

• Liaise with leadership and project team to ensure project outputs include strategically sound and actionable recommendations and answers to customer engagement client business questions, both high level and nuanced based on project type  

• Serve as the contact to lead discussions, oversee all presentations, and ensure thorough project implementations and quality deliveries.  

• Develop ,   deliver   and grow   business   through lead and revenue generation, expansion of team and   furthering   team capabilities.  

• Source   additional   business by both effectively managing existing accounts/ clients, and   securing new accounts/clients.  

• Meet revenue /delivery   goals individually and through managing project revenues.  

• Proactively engage staff in business development opportunities as   appropriate to   assist   with and   facilitate   their growth.  

• Be viewed by the client as Trinity’s expert   resource, and   demonstrate external thought-partner relationship development capability with multiple clients.  

Company Management / Leadership  

• Provide thought leadership in CE strategy in both client- and non-client-related activities (e.g., external conferences).  

• Support senior management as an innovative thought-leader with self-initiative and commitment to the firm’s success.  

• Oversee budgets, exceed revenue   goals   and   maintain   expenses to ensure   appropriate pricing   and budget control.  

• Serve as the subject-matter expert on multiple   therapeutic   and/or practice areas, both internally and externally.  

• Lead internal and external initiatives that further the firm’s status and capabilities.  

Staff Development / Mentorship  

• Be accountable for overall progression of team members, with particular focus on development of Trinity leadership presence within Customer Engagement internally and externally  

• Lead and manage assigned teams, ensuring excellence in client deliverables and staff progression.  

• Proactively   identify   development opportunities for staff and supervisors,   provide   related guidance, and   facilitate   their success.  

• Be a mentor and guide   to   staff and   supervi se   professional growth.  

Project Management  

•  Develop and / or evaluate new business opportunities through the identification of follow-on work and new opportunities to foster the extension of current CE footprint within commercial and medical omnichannel and operations functions.  

•  Field RFPs and develop first-pass proposals, primarily on CE and omnichannel opportunities; and as part of broader Trinity commercialization responses  

•  Mobilize CE’s capabilities to extend to current clients and their relevant counterparts within related functional groups (marketing, market planning, sales, operations, medical, medical affairs, analytics,   insights   and forecasting).  

• Oversee the successful delivery of client projects, guiding   teams   and taking ownership of the deliverables.  

• Set strategic direction for project activities, guiding supervisors on daily   tasks   and resource allocation.  

• Be an exemplary role model for producing quality results, ensuring high work ethics,   professionalism   and encouraging   team work .  

Qualifications  

Education:   Preference for   demonstrated   interest in the life science field, with appreciation for advanced degree with a life science focus  

• Work Experience:   8+ years of experience   years as a top performer within a top-tier biopharmaceutical / pharmaceutical strategy consulting firm serving industry leading clients and/or relevant omnichannel/digital transformation experience within pharma and biotech.  

• Omnichannel/CE experience and/or HCP marketing and analytics experience (5-7 years) in consulting or working in a related position within the health care industry

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