Associate Director, Customer Engagement

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 supervise 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 

Other Skills: 

• Working knowledge of advanced consulting methodologies, tools, and techniques – with focus on: patient finding, HCP segmentation, CE/omnichannel roadmaps, benchmarking and org design, activation and engagement plans including application of advanced analytics, AI and technology solutions, optimization of omnichannel plans, marketing mix, performance analytics and reporting related activities 

• Excellent quantitative skills and direct experience with complex commercial analyses and assignments 

• Proficiency in pharma datasets: sales, claims, promotional (HCP/DTC), CRM, Speaker Programs, Congresses, PubMed 

• Advanced project-management skills 

• Demonstrated success with client development 

• Successful team management and staff development 

• Above average proficiency in MSOffice Suite and other consulting-related software 

• Excellent communication (written and verbal) and interpersonal relations skills 

• Prioritization of hands-on involvement in delivering excellent client experience and project outcomes 

• Desire and ability to work in a dynamic, fast-paced environment