Customer Success Associate

Overview Meet is a global, Life Sciences Talent Solutions Provider founded in London, with offices in New York, San Francisco, San Diego, and Raleigh. Our clients range across the top Medical Device, Diagnostic, Pharmaceutical and Biotechnology companies in the world. Are you experiencing a bit of stagnation in your current role? Are you wondering how other companies are performing in the current market? Are you looking for a better management team? Look no further... Due to continued success in 2024 and a great start to 2025, we're seeking a Customer Success Partner to oversee our Contractor book of business. This individual will be responsible for managing our existing contractors across the US including extensions, ensuring the continued engagement of contractors, and fostering strong client relationships throughout. This role involves ensuring timely contract renewals, identifying and passing leads to the sales team, upselling contract services, and delivering candidates into core markets as needed. The Contractor Care Consultant plays a key role in maintaining high service levels, maximizing business opportunities, and supporting client satisfaction. Base pay range $55,000.00/yr - $70,000.00/yr Job Title Talent Acquisition Specialist - Hiring Recruiters in NYC Key Responsibilities Contract Extension Management: Ensure contractor extensions are requested and granted a minimum of six weeks prior to the contract expiration date. Collaborate with clients to identify potential issues or obstacles that could impact contract renewals. Maintain accurate records of all contract extension activities. Lead Generation and Sales enablement Identify high-potential candidates and pass relevant leads to the sales team for follow-up. Provide detailed and accurate candidate information to ensure seamless transition and maximization of sales opportunities. Maintain a systematic approach to tracking candidate leads and outcomes. Client Relationship Management: Develop and maintain strong relationships with key life sciences clients to ensure ongoing satisfaction and business continuity. Serve as the main point of contact for contractors and clients, resolving issues promptly and professionally. Understand clients’ staffing needs and requirements, ensuring contractors meet these expectations. Upselling and Business Development: Proactively identify upsell opportunities within existing client accounts, focusing on expanding contract business and increasing the volume of contractor placements. Collaborate with sales teams to tailor offerings to clients’ specific needs and pain points within the life sciences industry. Candidate Delivery: Work closely with recruitment teams to ensure timely and accurate delivery of qualified candidates to clients in the life sciences sector. Monitor contractor performance and satisfaction, acting as a liaison between contractors and clients when issues arise. Reporting and Tracking: Maintain detailed records of contractor extensions, client interactions, leads passed to sales, and business development activities. Provide regular reports on key metrics, including contract extension status, lead generation outcomes, and upselling success. Analyze trends to identify opportunities for improving contractor care and business growth. Problem Resolution: Act as the first point of contact for any contractor-related issues or client concerns, working to resolve matters quickly and professionally. Escalate complex issues to the relevant internal teams as necessary while ensuring timely resolution. Market Insight and Industry Knowledge: Stay informed about trends, regulations, and best practices within the life sciences industry. Provide valuable insights and recommendations to clients, helping them navigate market challenges and optimize staffing solutions. Skills and Qualifications Industry Experience: Experience in contractor care, 360 recruitment, or account management within the life sciences industry. Knowledge of the life sciences sector, including regulatory requirements, staffing trends, and industry-specific needs. Contract Management: Strong understanding of contractor management processes, including contract renewals, extensions, and terminations across UK and EU. Proven ability to negotiate and manage contract extensions with clients. Sales and Upselling Expertise: Experience in identifying upsell opportunities and growing business through the sale of additional contract services. Ability to work collaboratively with sales teams to achieve business growth. Lead Generation: Experience in generating and managing leads from candidates, with the ability to pass leads to the appropriate sales team members. Strong ability to understand client needs and match candidates effectively to those requirements. Relationship Management: Exceptional communication and interpersonal skills with a focus on building long-term, trust-based relationships with clients and contractors. Strong negotiation and problem-solving skills. Organizational Skills: Highly organized with the ability to manage multiple contractors, clients, and tasks simultaneously. Strong attention to detail, ensuring accurate records are maintained and deadlines are met& uploading accurate information to Bullhorn at each stage. Technical Proficiency: Familiarity with CRM systems (Bullhorn), applicant tracking systems (ATS), and other tools used for managing contractor and client data. Personal Attributes: Proactive: Ability to anticipate issues and take initiative to address them before they become problems. Results-Oriented: Strong focus on achieving targets and metrics, with the ability to drive business growth and client satisfaction. Customer-Centric: Dedicated to providing excellent service to both clients and contractors, ensuring long-term relationships. Problem Solver: Able to think critically and find solutions to complex challenges. Adaptable: Comfortable working in a fast-paced environment and adjusting to changing client needs and market conditions. Key Performance Indicators (KPIs) Contract Extension Rate: Achieve and maintain 95% of contractor extensions secured six weeks prior to contract expiration. Lead Conversion Rate: Effectively generate and pass 10x quality leads to the sales team each week, achieving conversion target of 50%. Client Satisfaction: Measure client satisfaction through feedback, contract renewals, and overall service quality. Upsell Revenue: Successfully identify and close upsell opportunities within existing accounts, driving increased contract volume. Targeting 25% increase in received opportunities per quarter. Candidate Delivery Success: Ensure timely and accurate delivery of candidates to meet client needs whether sourced directly if within specialism or project managed delivery through other Meet counterparts. Requirements At least 2 years of agency recruitment, contractor care, customer success, or account management experience (REQUIRED) No life science experience required 4 days a week in office, 1 day work from home Meets core values include: Good humans, unapologetically driven, purpose-led, community chemistry, specialized brilliance. Apply or reach out directly to learn more: View email address on click.appcast.io Seniority level Associate Employment type Full-time Job function Consulting Industries Staffing and Recruiting #J-18808-Ljbffr