Purpose of the Case Study

This case study focuses on my role as an account manager, highlighting my client management skills in addressing complex recruiting challenges and managing relationships. It showcases my ability to maintain client satisfaction, communicate effectively, and resolve issues, making it a key example in my portfolio as a creative producer.

Context

As an Account Manager and Recruiter at Cardinal Talent, an AI-driven recruiting platform, I managed client relationships across various industries. My objective was to enhance the recruitment process, align team efforts with client needs, and reduce friction points that hindered efficient candidate placement. With limited resources and typically minimal direct client communication, I proactively developed a more hands-on, client-centered approach to improve outcomes and client satisfaction

Problem

Key challenges impacting client satisfaction and recruitment effectiveness included:

• Misalignment between recruiter submittals and client expectations due to limited communication.

• Recruiter stress from frequent priority changes, unclear timelines, and inconsistent feedback.

• Inefficient scheduling processes requiring excessive back-and-forth with hiring managers.

• ATS data gaps, resulting in ineffective screening and submittal quality issues.

• Unclear resource allocation on clients, sometimes spending too much on accounts with lower returns.

THE SOLUTION

To address these issues, I developed a structured approach to enhance communication, streamline workflows, and improve alignment between our team and the clients. The solution centered on:

• Building direct communication channels with clients to clarify needs and preferences.

• Standardizing templates and processes to gather and relay critical information.

• Creating systems for ongoing recruiter support and tracking client requirements.

• Analyzing account profitability and reallocating resources to more profitable clients.

This solution aimed to create a more organized, responsive recruitment process that met client expectations while reducing stress on the recruiting team.

Key Contributions

As the account manager and primary contact between clients and recruiters, I proactively took on responsibilities beyond my typical scope to ensure smooth communication and client satisfaction. This included:

Acted as the Main Client Liaison

Solution Execution: In my role as account manager and primary contact, I proactively expanded my responsibilities to foster smooth communication and client satisfaction. This included bridging the gap between clients and recruiters, handling client inquiries, and ensuring that all client needs were promptly addressed.

Transferable Skills: Effective stakeholder management and communication skills, ensuring alignment and collaboration across multiple teams to meet client expectations and project goals.

Proactively Engaged with Clients to Assess Needs

Solution Execution: I took the initiative to lead virtual meetings with clients, providing a detailed understanding of their unique needs, preferences, and timelines. Additionally, I documented each client meeting, capturing key insights that were shared with the recruiting team to keep everyone aligned on client expectations.

Transferable Skills: Proactive engagement, needs assessment, and strong documentation skills to ensure consistent insights and team alignment, facilitating efficient project execution.

Developed Standardized Templates for Consistent Communication

Solution Execution: I created standardized templates for gathering critical client information on candidate requirements, timeline specifics, and other preferences. I also developed scripts and guidelines for recruiters to facilitate effective communication with hiring managers, ensuring consistent and precise alignment.

Transferable Skills: Process development and attention to detail, as well as a methodical approach to standardizing resources for clear and consistent communication across teams.

Launched Company-Wide Client Updates Newsletter for Recruiters

Solution Execution: Initially conceived as a team-focused update, I expanded this into a company-wide weekly newsletter, offering recruiters timely updates on client information, shifting needs, and key priorities. Each newsletter ranks client priorities from highest to lowest, enabling recruiters to focus on tasks that most impact client satisfaction.

Transferable Skills: Project and timeline management, information distribution, and prioritization—enabling clear guidance across the recruiting team and ensuring focus on critical tasks that align with client goals.

Advocated for Recruiters and Managed Client Roadblocks

Solution Execution: Serving as a recruiter advocate, I acted as a bridge between recruiters and management to ensure any challenges they faced were escalated and addressed promptly. When client-related obstacles occurred, I took a proactive approach in communicating with clients to set realistic expectations and maintain high client satisfaction.

Transferable Skills: Problem-solving, timeline management, and proactive communication to maintain client relationships, resolve issues swiftly, and ensure team alignment in addressing project goals.

Checked In with Recruiters to Track Progress & Updated Clients on Status

Solution Execution: I consistently checked in with recruiters to track their progress on client assignments, gathering insights to ensure we were on schedule and addressing any potential delays or roadblocks. Additionally, I proactively updated clients on our progress, setting realistic expectations and providing transparency on timelines to keep them reassured and aligned with project milestones.

Transferable Skills: Progress tracking, timeline management, and transparent communication to maintain both internal and external alignment, fostering trust and enabling a smooth workflow across teams.

Impact

Through my proactive solutions and structured client engagement, I significantly improved client satisfaction, reduced recruiter stress, and optimized resource allocation within the company. My contributions led to:

• Higher Client Satisfaction: Clients received candidates who better matched their needs, thanks to clearer communication and aligned expectations.

• Enhanced Recruiter Efficiency and Morale: Weekly alignment meetings and prioritized tasks empowered recruiters to work confidently and effectively.

• Improved Profitability: Focusing efforts on profitable clients allowed us to maximize returns while maintaining quality client service.