Agency Fulfillment and Customer Success Specialist

Outforce.ai is looking for a rockstar technical recruiter who has experience managing client accounts

What We Do

At Outforce, we solve a global problem for those who are looking to outsource engineering work and those seeking clients for their outsource agency. There are too many choices and not enough time to figure out which agencies are really the best match. As a result companies often get a bad match and outcomes are not good for either party.

At Outforce, we reduce the time and risks associated with finding an outsource agency for software development or data engineering. Our clients are fast growing tech companies from Canada and the USA. They don’t have time to review all the options, and likely don’t have a lot of data insights about who’s good and who is a waste of their time. We’ve got their backs

We built a database with 79,000 technical agencies tagged for what they do best. Using AI, and a lot of experience refining a process, we help filter based on each company’s available talent. Through our 10-step process we’ll do due diligence to get clients a short list of 5+ amazing agencies each with the best suited teams. We quickly get them the top picks based on their specific needs such as budget, domain expertise, tech stack, time zone and cultural fit. We go at our clients’ pace, but most clients make their final pick within 2-3 weeks of engaging with us.

We have an excellent product market fit, and we have been automating our services, so they scale. Now we are scaling and need HR team members with experience in sourcing and doing the due diligence on top technical and engineering talent.

Check out our website www.outforce.ai to see how we help venture backed companies scale their engineering team by bringing data, process and speed to selecting the right outsourcing agencies.

How we Work

We operate on personal accountability and empower people to think outside the box. We believe in personal growth and value diversity. Our team is remote first, with offices located in Calgary and Montreal. We meet quarterly in person and regularly online as a team to re-establish personal connections. We like to have fun and create value for our clients and the service providers they choose.

About the Role

We are seeking a dynamic Technical Recruiter & Customer Success specialist to join our team and play a key role in managing our database of outsourcing agencies and ensuring exceptional customer experiences for our clients.

As part of our Fulfillment and Customer Success team you will be responsible for our Fulfillment (technical recruitment) efforts to identify top talent that aligns with our clients’ culture and goals. Additionally, you will be helping with our customer success strategy, focusing on building strong relationships with clients and ensuring their needs are met at every touchpoint.

Key Responsibilities:

Pre-sales cross team collaboration:
Conduct comprehensive, technical resume, quality assurance verification of our internal filtering system to ensure precise candidate matching.
Understand client objectives thoroughly and utilize the Outforce.ai’s Filter to meticulously evaluate and vet potential outsourcing agencies that meet client requirements and objectives.
Coordinate and manage agency interview scheduling efficiently to facilitate smooth operations and engagements.
Demonstrate knowledge and global perspective on cultural dynamics that translate to work cultures and communications styles.
Prioritize client satisfaction by functioning as a strategic "matchmaker" between clients and a myriad of talented agencies.
Provide ongoing support to clients and selected agencies throughout the engagement process.
Develop and maintain documentation, playbooks, guides and training materials, and best practices to support outsourcing matching & interviewing success.

Agency success support:
Build and maintain strong relationships with outsourcing agencies, serving as the primary point of contact.
Lead “check-ins” with active agencies on a scheduled basis to understand the health of the client, team resourcing requirements and collaborate with outsourcing agencies to deliver tailored solutions and services.
Onboard new agencies in our database which will give them an opportunity to build their profiles and bid on relevant projects.

Customer Success:
Onboarding new clients, leading project kick-off, providing training and support to help them get started and achieve their desired outcomes.
Serve as the primary point of contact for assigned clients, understanding their needs, goals, challenges and advocate for them.
Maintain "check-in" communication and collaboration between clients and outsourcing agencies to ensure seamless project execution and delivery. Conduct weekly, bi-weekly or monthly check-ins with our clients. Monitor outsourcing client and partner performance and address any issues or concerns in a timely manner.
Maintain monthly Customer Health Check reports. Monitor client health and satisfaction, addressing any issues or concerns in a timely manner. Track and analyze customer data and feedback to identify trends and drive improvements.
Maintain monthly Customer Budget Control Report (based on agency timesheets) with support of Finance team.
Develop and maintain documentation, playbooks, guides and training materials, and best practices to support client success.
Drive future upsell/cross sell of new roles to clients. Proactively engage with clients to ensure they are maximizing the value of our products/services. Identify opportunities for upselling or cross-selling additional products/services based on client needs.
Stay informed about industry trends, best practices, and emerging technologies in outsourcing to provide strategic insights and recommendations to clients.
Collaborate with internal teams (e.g., Sales, Operations) to align outsourcing strategies with overall business objectives and client needs.
Cross team collaboration with Operations and Finance teams to help forecast monthly revenue and make sure invoicing happens in a timely manner.
Collaborate with internal teams (e.g., sales, product development) to advocate for clients and drive product enhancements.

Must Haves:
Technical Acumen: Strong understanding of technical roles, skills, and technologies relevant to the positions being recruited for (e.g., software development, data science, IT infrastructure).
Recruitment and Talent Acquisition: Proven experience in end-to-end recruitment processes, including sourcing, screening, interviewing, and hiring technical talent.
Industry Knowledge: Familiarity with the tech industry landscape, including market trends, emerging technologies, and competitor analysis.
Project Management Skills: Experience in managing multiple projects/deals simultaneously, prioritizing tasks, and meeting deadlines.
Problem-Solving Abilities: Strong analytical skills and the ability to troubleshoot challenges in the recruitment/candidate screening process, such as candidate shortages or skill mismatches.
Cross-Cultural Communication Skills: Ability to navigate cross-cultural communication nuances when interacting with candidates and hiring teams from diverse backgrounds.
Customer Relationship Management: Proven experience in managing and nurturing relationships with customers and serving as a trusted advisor by engaging with customers regularly, providing proactive guidance, and anticipating their evolving needs and challenges.
Account Management: Ability to oversee multiple customer accounts, including onboarding, ongoing support, and renewal processes.
Eager to learn and grow in a fast-paced environment.
High passion and energy.

Nice to Haves:
Technical Background
Experience with Remote Hiring
BA in Human Resources, etc or related field
2+ years of experience with end-to-end technology recruitment/customer success and client relationships management

Location:
Remote work from anywhere in Canada (preferred) or USA adhering to North American time zones.