Your Background
To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Client Engagement Manager, Strategic OnDemand Accounts opportunity, you will have:- A bachelor's degree.
- Solid experience in the recruiting space, ideally as a recruiter or in an operations role. Quick question for you - click here
- Experience in client-facing roles.
- Technical savvy and experience with applicant tracking systems (ATSs).
- A demonstrated ability to lead problem-solving efforts and hold difficult conversations.
- An analytical mindset and an orientation toward numbers, such as key performance indicators (KPIs).
- The ability to coach and mentor others in a positive, constructive way.
- Excellent interpersonal, communication and relationship-building skills.
- Finesse, tact and diplomacy.
- Initiative, self-motivation and a proactive approach.
- Common sense, resourcefulness and discretion.
- Attention to detail.
- Experience in resolving quality issues in recruiting.
- Familiarity with quality controls.
- Audit experience in finance, operations, IT, etc.
- Experience managing client relationships.
- Experience managing, developing and/or coaching staff.
- Project management experience; training and/or certification would be ideal.
Your Role
Reporting to the Chief Recruitment Officer, you will interact with people in all areas of Engage2Excel Recruitment Solutions (E2E RS), including Client Engagement Managers, Recruitment Partners, Business Development Account Executives, team leaders and others. You'll also work closely with client contacts.Overall, every person at E2E RS is responsible for providing an excellent client experience by using the Extreme Service Hierarchy method (accuracy, timeliness, responsiveness, proactivity and mutual learning) to build quality relationships internally and externally.
You will provide quality monitoring and support to client engagements in three categories:
- On-demand clients use our services as needed, and we may run anywhere from a couple of searches to dozens over the course of a year. These clients are self-managing to an extent, but you will bring a more deliberate approach to monitoring our relationships with them. Account Executives (AEs) take point on these engagements, and you will establish a regular schedule for reviewing each engagement with the AE to identify and respond to issues and opportunities.
- Select new clients that have the potential to grow. Our goal is to prove our value through one or two searches and then win additional searches, with the hope of transforming these into recruitment process outsourcing (RPO) engagements. Business development typically flags these clients, and you will then collaborate with the Account Executive to understand the client's needs and challenges. You'll then work as a key support in the bridge from a single search to RPO.
- Watchlist clients are those we have identified as needing a little extra attention, for a variety of reasons. You will work to promote strong relationships and ensure we consistently meet client expectations.
You'll also leverage a variety of tools and resources, including managing surveys such as post-search client satisfaction surveys. Our proprietary ATS/CRM/ERP, Recruiting Machine, has multiple quality filters that you can take advantage of, and our IT team can help create new ones if they will add value. You'll also run regular and ad hoc reports, and dig into Recruiting Machine and others sources to identify and resolve root causes.
Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.
What's in It for You
Impact now and laterWe won't try to convince you that this role is a walk in the park. It will be challenging. But it also will come with many rewards, including the ability to develop and implement new processes, mentor others and help them achieve success, resolve immediate issues and also lay the groundwork for long-term relationships.
Intriguing challenges
While some activities will be routine, no two days will be the same and you can count on honing your skills as you take on a steady stream of fresh challenges. You will work with a wide variety of organizations in just about every industry vertical, including smaller startups as well as major names like Canon USA, EviCore Healthcare, Makita USA, Pepsi Beverages Co. and Republic Services.
Professional development
We'll surround you with support and you'll work with some of the country's best recruiters. We'll provide initial and ongoing training through modules that include culture, process, products and our proprietary ATS / CRM. We've also implemented an internal online university to provide on-demand access to resources, including the latest sourcing techniques and trends, best practices, process videos, working referrals, courting candidates, compliance and more.
Virtual is its own reward
Overall the model at E2E RS is virtual and everyone loves it. When our Chairwoman meets with a client, she calls it a "mascara day." Otherwise, it's come as you are. You'll also enjoy a good deal of flexibility in your schedule, as long as you are available to clients as needed.
Lifestyle pathing
Big corporations offer career pathing, but at E2E RS we offer "lifestyle pathing." Many employees stay in their roles because our model fits so well in their lifestyle. On the other hand, our ongoing growth is creating new opportunities for many others.
Trifecta of organizational culture
Throughout Recruitment Solutions and our parent company, Engage2Excel, we drive employee engagement and company success through three simple but powerful steps:
- Living what we do. In short, we dig what we do. It's as much a calling as a company because we ignite the inner accomplishment that drives pride, inspires others and makes work fun.
- Rewarding those that earn it. This means you, your team -- everyone. We work hard, play hard and help the customer reap the success we all can enjoy.
- Seeking new ways to solve problems. Change is hard, but success is soooo sweet. We encourage everyone to lean in, invent and then reinvent. We value courage because we know the best ideas just might make your palms sweat.
E2E RS has been delivering RPO since before it was an acronym, and we're recognized as a thought leader by organizations such as SHRM, PIHRA, and the NHRA. Backed by robust technology, we support a nationwide list of clients in just about every industry vertical, including smaller startups as well as major names like Canon USA, EviCore Healthcare, Makita USA, Pepsi Beverages Co. and Republic Services. We're confident enough in the effectiveness of our approach that we offer a 12-month candidate warranty, unrivaled in the industry.
Keys to Success
To excel in this role you will bring a strong desire and willingness to serve as the bridge that connects new clients, Recruitment Partners, and Account Executive to ensure a great client experience from the start. Often this will involve identifying a change management situation and inserting yourself in a search to partner with HR to navigate the change.This role is all about staying ahead of quality execution, including building client's confidence and establishing yourself as a trusted resource for internal teams. You will build client relationships and promote excellent customer service such that, even if an individual search does not deliver a candidate, the client still has an overall positive experience. You will look at engagements holistically, particularly seeing the client's point of view. That way you can ask insightful questions like, "Why don't we try something different?" or "Why don't we slow down, get with the client, and take a fresh look?" And you always assure Recruitment Partners and others employees to raise their hands early, at the first sign of a potential issue.
We completely understand that this is a challenging job. However, if you are the person we're looking for, understand that working in the negative is an important part of turning a situation positive. Pivotal to your success will be strong emotional intelligence and the professional maturity and courage to ask the difficult questions.
In addition, in order to be an outstanding Client Engagement Manager, Strategic OnDemand Accounts you will:
- Leverage your analytical skills and common sense in knowing what to look for, what to pay attention to, and what you can ignore.
- Develop a reputation for being approachable to both clients and internal team members.
- Model a strong sense of ownership and accountability.
- Help others realize that working through the challenges makes us all better as individuals and as a team.
- Pay close attention to details, but also grasp the bigger picture.
- Remain flexible and adaptable as our organization and your role continue to grow and evolve.
About Us
Smarter recruitment solutions for smarter hires.On the outside, Engage2Excel Recruitment Solutions is a recruitment products and services company known for the passion and creativity we bring to the table. But on the inside, we are a veritable R&D lab obsessed with innovating and optimizing recruitment productivity, quality and service. You will not find a group of people more zealous about this than our team.
Founded in 1992, the company is a 100% virtual organization with employees across the U.S. We are widely known for our unconventional, award-winning culture and our ability to attract and retain the best recruiting talent in the market. And because we have no walls or windows, we are able to pass those cost savings along to our clients.
The industry's only ROI-based employee recognition program.
Engage2Excel helps companies measure, manage and improve performance with the industry's only ROI-based Employee Recognition solution. We create ROI-based Employee Recognition programs by combining Engagement Survey data with Performance Analytics. This enables clients to target, budget and prioritize recognition programs to drive bottom-line results. We also provide High-Performance Talent Acquisition Solutions that enable clients to infuse highly engaged employees into their corporate culture.
The Engage2Excel Process includes:
- DESIGN: We incorporate our clients' unique values and top priorities into a program that recognizes the behaviors that drive business outcomes.
- MEASURE: Employee engagement and performance data are used to pinpoint problems and opportunities in any department or workgroup.
- MANAGE: ROI-based employee recognition programs are easy for leaders to manage and tailored for their success.
- IMPROVE: Prescriptive analytics provide leaders with the insight they need to improve bottom-line results.