As a Contractor Success Partner, you are responsible for managing the contractor lifecycle, ensuring contractors remain engaged, supported, and successfully deployed  throughout their assignments. You play a critical role in protecting and extending contract revenue by managing contractor relationships, securing early extensions, redeploying contractors where possible, and resolving issues quickly and professionally. Acting as the central point of contact between contractors and our internal teams — including Finance, Lega & Compliance and Delivery — you ensure a seamless contractor experience from submission through onboarding, first payment and throughout the assignment lifecycle.

Key Responsibilities:

Contractor Lifecycle Management

 Manage the full contractor experience from submission and onboarding through to assignment completion.

 Act as the primary point of contact for contractors throughout their assignment.

 Ensure contractors are fully supported through onboarding, contract setup, and their first payment cycle.

Retention & Extensions

 Proactively manage contract end dates to ensure extensions are requested and secured aiming for six weeks before contract expiration.

 Maintain accurate records of contractor assignments, extension timelines, and renewal outcomes.

 Identify potential risks to contractor retention early and work with internal teams to resolve them.

Contractor Experience

 Build strong relationships with contractors to ensure a positive and consistent working experience.

 Monitor contractor satisfaction and engagement throughout assignments.

 Address and resolve issues quickly, escalating internally where required. Issue Resolution & Internal Coordination

 Work closely with Finance, Legal and Compliance teams to resolve contractor queries or issues relating to:

o payments

o timesheets

o contract documentation

o compliance matters

 Ensure contractors receive clear communication and timely resolution of issues.

Redeployment Opportunities

 Identify contractors approaching the end of assignments and work with the recruitment team to support redeployment opportunities.

 Maintain visibility of contractor availability and skillsets to support redeployment activity.

Commercial Awareness

 Identify potential hiring opportunities through contractor conversations and timesheet approvers.

 Share relevant leads and market intelligence with the 360 recruitment teams and Beyond R&D teams.

 Maintain accurate tracking of commercial opportunities generated through contractor engagement.

Reporting & Performance Tracking

 Maintain accurate records of contractor engagement activity, extension timelines and outcomes.

 Track and report on key metrics including contractor retention, extension success and redeployment outcomes

Success Metrics:

Contractor Retention

 Maintaining a finisher rate below 5%

Extensions

 Achieving early extension requests and approvals

 Proactive management of contract end dates

Contractor Experience

 Smooth onboarding and first payment experience

 High contractor satisfaction and engagement

Issue Resolution

 Prompt handling and resolution of contractor queries

Redeployment

 Supporting redeployment opportunities where possible

Commercial Contribution

 Generating leads and opportunities through contractor engagement

Core Competencies:

At our company, we have a competency framework that highlights the five core areas of competence that are critical to all roles at our company. Within those categories, the competencies below are those that we look for to ensure success in the role of Customer Success Partner:

Thinking Innovatively

You can think innovatively and are expected to contribute fresh ideas, think creatively, and challenge existing practices.

Solving Issues

You can find the right solutions, manage and adapt to unforeseen circumstances seamlessly, and takes the initiative to resolve issues.

Guiding Others

You guide your key stakeholders and the sales teams around you. You can give direction, monitor results, and inspire and influence those around you to deliver high performance.

Being Customer Focused

You take a customer-centric approach and ensure that all clients and candidates receive an exemplary experience when working with you. You regularly solicit feedback to drive improvements in customer experience.

Committing

You have consistently high levels of productivity and are seen as highly efficient within your team. You take accountability of your performance and take personal responsibility for developing your skills and market knowledge.

Our Values:

At our company, our core values are at the heart of everything we do. They’re not just words on a page — we live them every day in our work, our decisions, and how we show up for one another.

Good Humans

We are good people doing great things. No big egos, we get to know each other at a human level. Fun loving people, humble, supportive and considerate, we are always respectful and look after each other.

Unapologetically Driven

Innovative and proactive, we are intentionally curious and are always listening to our candidates, clients, communities and each other. Our healthily competitive nature gives us comfort in the discomfort of disrupting the industry. We don’t settle for mediocracy, resulting in a truly personalized and memorable experience of work.

Purpose-Led

We have passion for what we do and are led by making a difference. Everyone at our company works with purpose, however that is defined, and is focused on making a positive impact

Community Chemistry

Our sense of community is driven by our championing of individuals. Our company is a global village, where relationships go deeper than the desk. We have chemistry, connection and are our authentic selves. At our company we have honest conversations, striving to always be open, direct, clear and real. We collaborate seamlessly, knowing we are better together.

Specialised Brilliance

We are intelligent market specialists. Professionalism, high standards and deep-industry expertise is what makes our service exceptional. Continuously evolving, our solutions are delivered with passion, precision, attention to detail and excellence.

High performance at this level includes:

 Build trusted relationships with contractors that drive long-term engagement.

 Proactively manage assignment timelines to secure early extensions.

 Identify and resolve contractor issues quickly and efficiently.

 Maintain excellent coordination with internal teams to ensure smooth operations.

 Demonstrate strong organisation and attention to detail while managing multiple contractors simultaneously.

 Generate commercial insights and leads through contractor and timesheet approver relationships.

Why our company?

Staffing businesses love to say they’re different, yet the reality is we all do very similar things. We offer the same services, work with the same people, and partner with the same companies across the globe. What sets one company apart from the rest is the difference in the way we work, and the people involved. Ultimately, the evidence of success. At our company, we’re moving the dial when it comes to Life Sciences recruitment and the opportunities, we create for people working in the industry. Since opening our doors in 2009, we’ve blossomed from a tiny London office of just three to a global team of 200+, with additional offices in New York, San Francisco, San Diego, and Raleigh. This growth is a testament to the people who’ve grabbed the chance to further their careers and change their lives. We continue to foster a high performing culture of excellent individuals. We do so by providing exceptional training and development to our employees, through state-of-the- art training modules, personalized service, and continued support throughout your career. In 2023 alone, our company was recognized as the 49th largest direct hire staffing firm, the 28th largest contract staffing agency, and the #1 fastest-growing Life Sciences recruitment company. These accolades are all based upon our financial performance and established relationships around the world that truly impact the future of global health. We truly believe that people are the key to business success, and we practice what we preach; recruiting and nurturing what we believe to be one of the best, most talented teams around: people that genuinely love what they do. People with passion, people with talent, people with chemistry.