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Role Description

As the primary owner of sponsor and biopharma client relationships, you’ll play a key part in shaping customer experience and driving delivery. You’ll lead client meetings, translate asks into actionable plans, and work cross-functionally to ensure commitments are met on time and with quality. This is a sponsor-facing delivery role (not business development), success is measured by execution quality, responsiveness, and sponsor outcomes. You’ll embody best-in-class Customer Success and Account Management—where executive presence, fluent English, real-time handling of challenging questions, and thorough follow-up set the standard.

Key Responsibilities

• Manage a portfolio of sponsor and client accounts, leading recurring calls, business reviews, and ad-hoc engagements. Keep agendas, notes, and action items clear and up to date.
• Drive responsiveness and service levels for sponsor requests, communicating with accuracy and awareness of business risks. Escalate, defer, or act decisively to ensure satisfaction.
• Translate sponsor goals into cross-functional delivery plans (Clinical Ops, Provider Engagement, Marketing).
• Maintain reliable data in CRM and operational systems, reporting on account status and key metrics. Prepare customer-facing reports and dashboards for regular reviews.
• Develop presentations, progress decks, and documentation to support sponsors and partners. Ensure all materials are audit-ready and professionally presented.
• Partner with Clinical Operations to collect and surface quality signals impacting client satisfaction. Identify and advocate for improvements that enhance sponsor experience.
• Support account renewals and expansion by demonstrating value delivered, meeting key milestones, and highlighting business impact.

Qualifications

• Bachelor’s degree required; life sciences (Medicine, Nursing, Biology, Pharmacology, Engineering) preferred. Business or analytics backgrounds welcome with relevant healthcare knowledge.
• 3–7 years in one or more of: Clinical Project Management (CPM/CTM), Clinical Research (CRC/Lead CRC/Research Manager), Study Operations, Patient Recruitment Operations, Sponsor/CRO coordination, or healthcare program/project management.
• Demonstrated experience leading communication with external stakeholders (e.g., pharma sponsors, CRO teams, investigative sites, vendors, healthcare partners) including presenting updates, handling urgent questions, and writing precise follow-ups.
• Executive presence and outstanding communication, including fluent English and real-time Q&A skills.
• High sense of ownership, responsiveness, organization, and attention to detail.
• Familiarity with the oncology trial process and privacy regulations like HIPAA/GDPR is a plus.
• Comfortable using CRM and productivity tools; strong reporting skills in Excel/Slides.
• No travel restrictions; able to travel occasionally for client engagements or industry events.