Client Success Specialist Wanted: Shape the Future of Medical Research (AU Client-Facing) - 100% remote, forever - Unlimited paid leave Hello! We’re Trialfacts, a remote, entrepreneurial company at the forefront of advancing health research. We’re looking for a Client Success Specialist to help our clients successfully recruit participants for their clinical trials. If you’re a relationship-builder with strong organizational and analytical skills, and you thrive in a proactive, forward-thinking, and fast-paced remote environment, this role is for you. Your Role: - Client Onboarding & Support: Guide new clients through our onboarding process, ensuring they feel confident using our systems and understand how we help them reach their goals. - Enrollment Success: Take initiative to proactively monitor client projects, develop strategies to ensure enrollment targets are met, and swiftly address any roadblocks along the way. - Client Retention & Referrals: Build strong relationships with clients by delivering anticipatory and exceptional service that encourages repeat business and enthusiastic referrals. - Communication: Maintain clear, timely, and proactive communication that not only keeps clients informed but also anticipates their needs and ensures projects stay on track. - Quality & Compliance: Ensure quality standards are met and client and participant data are handled securely, in line with privacy regulations. What We Offer: - Autonomy and Flexibility: Set your own hours depending on what works best for our clients, enjoy unlimited paid holidays, and work from anywhere with a good internet connection. - Innovation and Impact: Work with research teams driving significant advancements in medical research from organizations like AstraZeneca, Harvard, Stanford, and many more. - Growth and Learning: Opportunities for professional development, with access to courses and training programs. - Rewarding Career: Contribute meaningfully to the world of health research and share in the success of Trialfacts. This Position Is Ideal For You If You: - Are Client-Focused: You thrive on understanding client needs and go the extra mile to anticipate and address them early. - Excel at Building Relationships: You naturally develop trust and rapport with clients, encouraging repeat business and referrals. - Are a Proactive Problem-Solver: You tackle challenges head-on, always looking for solutions that keep client projects moving forward and prevent issues before they arise. - Are a strategic thinker: You can review data and information, conduct root cause analyses, and resolve problems with mitigative and corrective strategies. - Communicate Clearly and Effectively: You’re skilled in both written and verbal communication, adapting your style to suit different audiences. - Are Organized and Detail-Oriented: You juggle multiple priorities with ease, ensuring nothing slips through the cracks. - Understand the Importance of Data Privacy: You’re conscientious about handling sensitive information and complying with privacy standards. Interested in Joining Us? If this position aligns with your career aspirations and skills, we would love to hear from you. As part of our selection process, the final 1 to 3 candidates will undertake a paid trial for 1–2 weeks. This trial period is a vital step in our recruitment process and candidates will be compensated for their time and effort.

Vice President, Client Success Summary of Position: The Vice President of Client Success will lead and scale a high-performing client success organization focused on delivering exceptional client outcomes, driving retention, growth, and loyalty across our health system and provider network. This executive will be responsible for the end-to-end client experience—from onboarding to renewal—ensuring our solutions deliver measurable value while maintaining the highest levels of compliance, trust, and satisfaction in a rapidly evolving health information landscape. Key Responsibilities: Strategic Leadership: - Develop and execute a comprehensive client success strategy aligned with corporate goals and health information compliance standards - Partner cross-functionally with Client Operations, Sales, Product, Implementation, Finance, and - Compliance teams to ensure a seamless and strategic client experience - Champion the voice of the client across the organization and within executive leadership conversations Client Relationship Management: - Responsible for client relationship development, client growth, and high-level issue resolution - Expand executive-level relationships with key client contacts to build trust, assess evolving needs, and proactively mitigate risks - Develop client growth/expansion strategy plans and review cycles (e.g., success plans, executive updates) Retention & Growth: - Design and manage programs to drive client engagement, satisfaction, renewal, and expansion across enterprise accounts - Analyze client data to identify risk signals, growth opportunities, and areas for improvement - Drive upsell and cross-sell strategies in partnership with Sales and Product leadership Team Development: - Create a culture of accountability, transparency, and continuous improvement - Track performance metrics, training opportunities, and career development paths Operational Excellence: - Establish scalable processes, tools, and systems (e.g., CRM, customer health dashboards,feedback loops) that support efficient and high-touch client interactions - Oversee issue escalation and resolution frameworks with attention to detail and urgency Minimum Qualifications: - 10+ years in client success, account management, or healthcare operations roles, with at least 5 years in a leadership capacity - Strong background in healthcare IT or health information services (e.g., release of information, patient records, health data management, interoperability, HIM systems) - Proven track record managing large provider or health system relationships and driving retention, renewals, and account expansion - Deep understanding of compliance standards (HIPAA, CMS, OCR guidelines) and their implications in client operations - Exceptional executive presence and communication skills - Strategic thinker with a data-driven and solution-oriented mindset - Strong operational and analytical skills; experience with CRM systems like Salesforce - Team-oriented leader who thrives in collaborative, fast-paced environments - Bachelor's degree required; Master’s degree in Business Administration, Health Administration, or related field preferred - Ability to travel up to 25% of the time, or more as needed

• Drive Adoption & Value Realization: Own the customer journey end-to-end — from onboarding through renewal and expansion. Develop and execute strategies to maximize utilization of Posit's products, including on-premise deployments, ensuring measurable business outcomes are achieved at each stage of the lifecycle. • Be a Strategic Partner: Understand each customer's business and data science goals, proactively build plans to help drive toward those goals, and bring best practice guidance and tailored recommendations for how they can advance their journey with Posit. • Build Strong Relationships: Develop trusted relationships with end users and executive stakeholders across each account. Engage across business and IT functions — from data scientists and analysts to IT architects and leadership — tailoring your communication to each audience. • Partner with Account Management: Collaborate closely with Account Management to develop and execute long-term account strategies, aligning on goals for customer success, retention, and expansion. Surface and hand off expansion opportunities with supporting context and recommendations. • Manage Risk Proactively: Anticipate risks early, develop mitigation plans, and escalate critical issues through the appropriate internal channels. Communicate with customers proactively about potential risks before they become problems. • Be the Voice of the Customer Internally: Surface customer pain points, patterns, and feedback to Product, Engineering, Sales Engineering, and Support. Contribute to building referenceable customers and advocacy opportunities. • Maintain Accurate Account Documentation: Keep Salesforce, Success Plans, and relevant Slack channels up to date so all internal stakeholders have visibility into account health, risk flags, and engagement status.

• Own day-to-day relationships with strategic business customers • Keep customers engaged and help them get the most out of Duffel • Analyse customer performance and suggest new features or upgrades • Develop KPIs and monitor business and technical performance • Champion your portfolio’s product needs to influence our roadmap • Occasionally represent Duffel at events, panels, and forums