Responsibilities
- Own client outcomes end-to-end across a portfolio of active accounts — academic research institutions and commercial sponsors.
- Lead the client-facing team responsible for delivery, onboarding, expectation-setting, and escalation management.
- Act as the trusted advisor clients turn to — guiding them toward proven recruitment approaches, not just executing requests.
- Coordinate across Sales, Tech, and Operations to ensure delivery quality and sustained client confidence.
- Track, report on, and drive KPIs — client satisfaction, delivery pace, retention — through clear processes and disciplined communication.
- Identify risks early, surface issues proactively, and own the resolution through to completion.
- Develop and coach team members so they perform independently at a high standard.
Requirements
- Owns outcomes, not just relationships. Has led delivery, KPIs, and escalations across complex accounts — not just kept clients happy.
- Leads through people. Builds capability through coaching and delegation rather than doing the work themselves.
- Trusted advisor, not order-taker. Guides clients with judgment, pushes back constructively when needed, and earns trust through expertise.
- Decisive under pressure. Makes informed calls without waiting for perfect information, and communicates trade-offs clearly.
- Organised and accountable. Manages multiple complex accounts simultaneously with clear tracking, follow-through, and proactive communication.
- Communicates at every level. Clear and credible with clients, team, and senior leadership — reduces errors and rework through disciplined updates.
- Time zone flexibility. Has enough overlap with US and Australian time zones to support clients and team effectively.
Nice to Have
- Relevant background. B2B services, healthcare, life sciences, CROs, SaaS, or regulated environments. Experience with US or Australian clients is a strong plus.
Benefits
- 100% remote
- Above-market compensation for strong candidates (AUD $5,000 to $6,000)
- Unlimited PTO you’ll actually use – Take paid leave whenever you choose.
- Real flexibility – Work from anywhere, with the flexibility to set your own schedule (while maintaining enough overlap to support your team and handle occasional escalations)
- Paid learning and growth – We cover courses, books, and hands-on learning so you can keep building real, in-demand tech and soft skills.
Work Arrangement
Remote (Worldwide)
Team
Structure: Lead a team of specialists
Additional Information
- Work with Leading Academic Researchers and Biotech & Pharma Sponsors in the US and AU
- Work with researchers at world-class academic institutions — Harvard, Yale, Stanford, and more — and help them deliver on studies that matter.
- Direct exposure to company strategy and decision-making at the leadership level.
- Path to own increasingly strategic parts of client success as Trialfacts scales across segments and channels.
- Cross-functional reach: work daily with Sales, Tech, and Operations to drive results.
