Customer Success Fail

Customer Success Fail

In my last post I explained how Talent Mapping Automation can work from the recruiters perspective. Let's look at what life without it may look like from a Hiring Manager's perspective.

Firstly by using the title "customer success" let's just remember that the recruiter is there as a business partner (service provider?) to the "customer": the hiring manager. The recruiter therefore should be doing everything they can to deliver customer success.

Let's take a look at common scenarios at kick off time:

The "Status Quo" Kick Off

Recruiter gets confirmation that a new headcount has opened. They connect with the hiring manager to meet and discuss the nuances of the requisition. That may happen same day, but is more likely to happen a few days later or even a week later - often because the hiring manager is busy and/or doesn't fully appreciate the need for speed.

The recruiter is also busy with other requisitions, so comes to the kick off meeting only with a few "possible" profiles from LinkedIn, probably put together at the last minute. The usual conversation ensues and the recruiter then returns to send out a request for referrals, before moving on to build a Long List in a LinkedIn project folder.

The hiring manager - despite not helping much - is frustrated that there is no magic solution to deliver the candidate. (They cry metaphorical tears, but they like the recruiter, so they get a pass.)

Using Candidate Mapping

Before meeting the hiring manager the recruiter prepares a LinkedIn project folder with "possible" candidates to discuss. That folder will include known and unknown profiles. In most cases the use of tags is non-existent so there is limited filtering of the information and only scrolling and scrolling.

The recruiter may have a spreadsheet that maps candidates in target companies and tags them with employees who might have worked with them and could be used as a point of reference: aka a back door check. The time it takes to chase after employees is too much a burden, and so back door checks are only conducted on "probable" candidates, or worse (ethically speaking), on applicants.

If the recruiter leaves the company that spreadsheet and project folders also leave the realm of usefulness or disappear outright, but for now at least the hiring manager can see value! (Metaphorical and probably very real smiles. They like the recruiter even more!)

Talent Mapping Automation

After entering the basic requirements of the requisition into Referable, with the click of a button the recruiter can filter "probable" candidates and send them to employees who might know them for confirmation as "referable" or not. Using Referable's super easy feedback feature, most employees respond quickly - though as always the less engaged may need a nudge from their hiring manager to help.

Easily leveraging the team and by doing this in advance of any requisition opening, the recruiter should walk into a kick off meeting with a pre-qualified short list of highly probably candidates, including which ones can be approached by employees as referrals, and those which are "recommended" as talent to be scouted.

Even better, the recruiter can show the hiring manager a short list from their own Referable Network that they themselves very likely know for the job, as well as a short list of candidates in the Referable Networks of their team members who they may know for the job.

The recruiter and hiring manager can leverage the team to mine Referable Networks before going wider with direct sourcing work, or going to external agencies. Even if the recruiter quits mid-search, the IP is all there for anyone to pick up and complete the job. (Genuine glee with metaphorical tears of joy! They may even feel a sense of love for this recruiter, but let's not go too far with this.)

Talent Mapping Automation could be the difference between realised customer success and a customer success fail.