AM- Contractor Success

Required Skills:

At NexGenTek Customer Success focuses on sustaining high engagement operational stability and long term retention across contractor and client engagements. The Assistant Manager Customer Success role serves as the primary operational owner for contractor experience acting as the single point of contact while ensuring adherence to policies timelines and service expectations. The role requires strong stakeholder management issue resolution and lifecycle ownership across onboarding engagement and offboarding processes. Key Responsibilities Contractor Engagement and Relationship Management Act as the single point of contact for all assigned contractors Maintain strong engagement levels through proactive check ins and regular communication Address contractor concerns promptly to reduce escalations and improve satisfaction Build long term rapport to support contractor retention and continuity Contractor Onboarding and Offboarding Management Coordinate end to end onboarding including documentation background verification and system access Ensure onboarding timelines are met with zero operational delays Manage structured offboarding including documentation completion knowledge transfer and access revocation Maintain accurate onboarding and offboarding records for audits and compliance Timesheet Payroll and Compliance Support Ensure timely weekly timesheet submissions from contractors Follow up consistently to reduce submission delays and discrepancies Assist contractors in resolving timesheet or payroll related issues Prevent payroll delays through proactive checks and coordination with finance teams Issue Resolution and Escalation Management Handle contractor grievances related to workload performance or project expectations Escalate issues promptly to internal leadership with complete context and impact assessment Ensure quick turnaround time and closure for escalated matters Track recurring issues and recommend preventive actions Policy Governance and Documentation Ensure contractors comply with company and client policies at all times Maintain accurate documentation for audits compliance onboarding offboarding and timesheets Support audit readiness and internal reviews with complete records Strengthen governance through consistent process adherence Reporting and Continuous Improvement Track engagement health escalation trends and retention metrics Prepare periodic reports for leadership on contractor success indicators Identify process gaps and recommend improvements to enhance contractor experience Continuously improve customer success playbooks and SOPs Required Skills and Experience Educational Qualification Bachelors degree in Business Administration or related field MBA or equivalent qualification preferred Professional Experience 4 to 6 years of experience in customer success contractor management or engagement roles Experience in IT services staff augmentation or consulting environment preferred Exposure to managing contractors across multiple clients and time zones Technical and Functional Skills Strong understanding of contractor lifecycle management Experience with timesheet systems CRM or HRMS platforms preferred Knowledge of compliance documentation and audit requirements Familiarity with client engagement models and SLAs