Job Description

Client Success Officer

Remote (Australia time zones)

If you're looking for a relaxed, administrative role, this is not it.
If you want to protect subcontractors, push back on head contractors, and progress to Delivery leadership, keep reading.

Who We Are

Quantum Contract Solutions supports construction subcontractors across Australia, the UK and Ireland.
We protect margins, time and cash by tightening contract reviews, notices, EOTs, variations and dispute prevention.

We are growing fast and this role is a direct pipeline to Head of Delivery.

What You'll Be Doing

? Front face with subcontractor clients and run structured cadence calls
? Review tender and award subcontracts for commercial risk
? Coach clients to enforce notices, evidence and time bars
? Push back on head contractor clauses, positions and tactics
? Run clinics, training sessions and portfolio reviews
? Translate complex clauses into simple guidance
? Escalate disputes early to Service Delivery with full facts
? Keep HubSpot tight (notes, meetings, actions, health scores, risks)

What Success Looks Like (Month 2 Onwards)

? Minimum 15 client meetings logged per week with actionable notes
? Minimum 100 calls per week with 20-30 connections
? Weekly client clinic delivered with 65 percent attendance across active accounts

Outcomes

? Retention target one hundred percent (trigger ninety five percent)
? Time to first value under ten business days
? Zero missed time bars
? Definition of Done clarity in onboarding and cadence

If you consistently miss cadence or escalate late, this role will not fit and we will part ways quickly.

Compensation

Provided separately according to region and seniority.
Pathway to higher compensation as you move toward Delivery leadership.

This Role IS for You If...

? You take ownership and protect subcontractors under pressure
? You can hold firm positions in meetings without losing composure
? You want a pathway into Delivery management
? You enjoy clause interpretation, negotiation prep and coaching
? You can run meetings confidently with stressed or panicked clients
? You work cleanly in CRM systems and keep data accurate
? You like improvement, precision and accountability

This Role Is NOT for You If...

? You avoid difficult conversations
? You dislike commercial detail
? You need constant hand holding
? You struggle with cadence, follow up and documentation
? You want a slow, reactive service role

Progression - Path to Head of Delivery

This is a successor-track role. Progression is tied to portfolio outcomes, certifications and your ability to coach and improve our system.

Certification

? Internal Delivery certification, renewed annually
? Passing score eighty five percent
? Failing score triggers coaching and reassessment

Responsibilities

? Run discovery, kick off, QAdvice training and close out calls
? Translate clauses into subcontractor friendly departures
? Manage clients under pressure with calm, firm control
? Hold regular syncs weekly, fortnightly or monthly
? Join negotiation meetings where the head contractor is present

Live Project Administration

? Coach variations, EOTs, delays, disruption, suspension, payment, escalation
? Enforce evidence standards: timesheets, dockets, diaries, correspondence
? Trigger escalation when contractual thresholds are hit
? Deliver QAdvices and find pathways forward with Service Delivery

Education and Enablement

? Run weekly clinics on notices, evidence and commercial principles
? Build and refine playbooks and templates with Delivery and Legal

Systems and Reporting

? Maintain HubSpot pipeline, tasks, risks, health scores
? Produce weekly and monthly risk sweeps and reports
? Feed service improvement recommendations to Delivery leadership
? Identify service gaps and flag them for correction

Who Should Apply

Strong fits

? Project Managers with commercial responsibility
? Designers or Design Engineers who understand entitlement
? Project Engineers or Site Engineers with discipline around records
? Subcontractor owners with claims and notices experience
? Contracts Administrators, QSs and Commercial Managers

Experience Preferred

? Client facing delivery, contracts admin, QS or PM background
? Webinars or training delivery experience
? HubSpot proficiency

Behaviours

? Radical ownership
? Constant improvement over delivery
? Courage and transparency
? Proactive contact with clients, not reactive
? Seek your own feedback
? Speak up when something is wrong
? Challenge ideas constructively

Tools and Work SetupTools

? HubSpot CRM
? Google Workspace
? Zoom and Fathom
? Slack
? AI drafting and summarising tools
? Google Docs redlining

Work Setup

? Remote within Australia time zones
? Equipment: modern i5, 8GB RAM minimum, noise cancelling headset, 1080p webcam, stable internet, dual screens recommended

The Good, The Bad, The Ugly

The Good

? You protect subcontractor time, cash and margins
? You become a trusted commercial partner
? You develop into Delivery leadership

The Bad

? High cadence, urgent notices and pressure from head contractors
? Complex clause interpretation
? Hard conversations under stress

The Very Ugly

? Live disputes, threatened back charges, LDs and tight SOP clocks
? You must stay calm, hold positions, document perfectly and escalate early

If you are a PM, designer, engineer, CA, QS, commercial manager or contractor who wants to protect subcontractors and grow into Delivery leadership, apply and complete the entrance exam within forty eight hours of invitation.

Job Type: Full-time

Pay: R10000,00 - R15000,00 per month

Work Location: Remote