January 9, 2020

Staffing: Managed Service

Challenge:

Though one of the largest and most influential companies in the industry, faced with fluctuating business demands to execute channel marketing services for an incubation team, a client approached JeffreyM with concerns about their ability to scale to meet the demands. Given the unpredictable nature of an incubation business, the client desired to hire external staff versus onboarding full-time employees to assist with execution of deliverables. The client knew they would need a large team, and with the number of partners the company was currently supporting, they needed both initial and ongoing support with hiring and managing the external staff.

Strategy:

JeffreyM assigned an Account Manager to meet with both the client and key stakeholders to first define the business requirements and clarify desired outcomes and associated deliverables needed to support the channel marketing services in scope. The JeffreyM Account Manager then presented different models for working with external staff, including consultants, vendors and outsourced team options. Early in the proposal process, the JeffreyM talent team quickly got to work familiarizing themselves with the corporate culture, key stakeholder personalities and work style. This ensured their hiring efforts would not focus solely on background and experience but would ultimately create a team that would mesh well together and seamlessly integrate into the client corporate culture.

Strategy:

In partnership with the client, JeffreyM documented the service deliverables, as well as the end-to-end process for service execution. Key performance indicators (KPIs) to measure performance were designed and finalized, and service level agreements (SLAs) were outlined to understand client expectations around the timeframe for delivery of services. With this framework in place, JeffreyM created a detailed proposal outlining our strategy for staffing and managing an outsource team of experts, that could scale up and down to appropriately execute channel marketing services. The proposal included well defined roles and responsibilities across the team, a governance structure, performance management and quality assurance plans, corrective action plans, business reporting and reviews, pricing (including scale costs), a plan to create process documentation for onboarding training, talent quality standards for hiring, typical candidate profiles, technology infrastructure management capabilities and an exit management plan.

Impact:

By partaking in an outsourced service model, the client, now equipped with a solid team procured by the JeffreyM talent team, fully benefited from our expertise in implementing new managed services – including finalized documentation of business needs, processes, deliverables, KPIs and SLAs. As business demands change, the outsourced JeffreyM team can scale service up and down on a quarterly

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