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Client management

Client management checklist

When managing a client this is the checklist you need to follow for an optimal cooperation. It’s a little dry but crucial to go through when you are responsible for one or multiple clients.

Acquisition

Initial contact with potential client

Schedule call with client to discuss requirements (timing, role(s), long- shortlist etc.)

Perform call

Align with client what our role is: what tasks do we perform and when do we hand over a candidate (longlist/shortlist/assessment etc.)

Align with client on our way of working (subscription, pay per hire etc.) and what types of roles we will be working on and schedule a follow up in the call

Prepare proposal including market statistics (market volume, salary benchmarks etc.)

👉 Example proposal:

Send proposal to client before follow up call

Receive feedback from client on proposal

Prepare contract for client

Send contract and terms and conditions

👉 You can find the different contracts here:

Monitor contract is returned

Preparation Kick off

Request from client specific what roles are to be worked on

If not yet done: specifically align with client on what process steps we do

Request job descriptions for roles

Decide on internal resources to be used

Pre-fill client intake form based on job descriptions

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The Intake Form⁠

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Request client to fill out intake forms per role

Request input on process requirements (e.g. usage of ATS, frequency of update calls, etc. (standard email to be developed))

Request input on templates to be used to approach candidates and information that can be shared

Request input on companies not to be approached

Schedule call to go through requested information in roles and process

Prepare additional questions for call by e.g. reviewing the company website, LinkedIn profiles of counterparts, etc.

Qualification and kick off call

Perform call and agree on:

Way of working

Templates

Salary range

Interview process

Shadow interviewing (not with remote hiring)

Feedback cycle

Reporting structure

Communication (Slack / Whatsapp)

Send client follow-up email with summary of the call with possible action points and agreements on way of working including Rules of Engagement and confirmation of agreed salary range

Update example profiles per role to client in the intake form and send the client a reminder

Agree with client on structural moments for shadow interviewing

Discuss example profiles and push client for feedback on profiles within 24 hours - ensure this is a call so you can push for flexibility (e.g. profile X would be EUR 10 K more expensive, is that feasible?)

Preparation and execution of search

Finalize Linkedin sourcing / outreach templates if developed by MatcHR and align with client on templates and save on One Drive under client folder

Validate that all information is finalized to start sourcing and client has agreed to process and templates

Prepare internal timeline and targets (for the week and going forward based on the KPI framework)

Start sourcing based on initial sourcing strategy

Start outreaching candidates

Candidate qualification and client pitch

Schedule call with candidates that replied positively

Prepare call with candidate by reviewing his / her profile, drafting initial questions

Perform call with candidate (follow the IPMERC rules for the interview part):

Check on fit for the role based on the evaluation criteria set out by the client

Agree on way of working / Rules of Engagement

Salary expectations (be very specific)

Send candidate a follow-up email in which you explicitly confirm the Rules of Engagement and salary expectations

Selling candidate to client

Prepare candidate introduction with client (in case good client) based on the agreed evaluation criteria

Send candidate introduction form to client directly or via the ATS with a follow-up email / Slack message and remind them of the agreed turnaround time and request a call to discuss candidate / batch of candidates

See this

introduction form⁠

as an example:

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Push client for feedback in case the deadline expired and highlight why we need feedback fast (competitive market etc)

Perform call with client on candidates to get feedback and potentially exchange views on candidates in case of open points after evaluation form. Also discuss what the interviews look like

Preparation interview

Communicate within 24 hours to candidates whether they have been invited for an interview

Schedule a preparation call with candidates before the interview

Send the candidate preparation material

Perform preparation call with candidate and schedule evaluation call

In case applicable: share latest insight pre-interview with the client and schedule evaluation call (per candidate)

Interview feedback and follow-up

Perform evaluation call with candidate

Note down all questions and interview details that the candidate has shared and store these on One Drive

Perform evaluation call with client

Call with candidate about client feedback and follow-up

Schedule potential next rounds and follow the same logic as above

Closing the deal

Call the candidate pre job offer to confirm all details that he/she wants (if applicable)

Call the client pre job offer to share the details (creating space) and confirm what the client has communicated before

Continuous steps

Keep track of numbers while sourcing (ongoing) (conversions, submitted candidates, open rates)

Keep track of numbers while interviewing (ongoing) (how many interviews and conversions through the process)

Adjust search/inmails/channels etc. to optimize sourcing (ongoing)

Capture all candidate information in ATS (ongoing)

Perform update calls with client (ongoing)

Discuss weekly results with MatcHR team (ongoing)

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Communicating with clients⁠

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