02 Jul A conversation with our longest-serving Account Manager
Tamara Melville has been an Account Manager for 16 years in the Talent Measurement industry, working with Talegent for six of them. Over her years as an Account Manager Tamara has held key values that have remained strong throughout her career: that her key role is to develop partnerships with her clients to build value through innovation together.
Here are her top tips that help her to provide support to her clients.
- Build a relationship through exceptional customer service. Truly delighting customers and focus on understanding unique client needs. Developing relationships enables her to offer products and services tailored to the client’s specific objectives and implement seamlessly through product/project management. This is tied to making the client’s journey simple and being there every step of the way for easy implementation with exceptional service.
- Find innovative ways to create and add value. Post a client solution going live is where the partnership deepens, Tamara provides ongoing support and information such as data analytics reports and user training to optimise their solution. This can also include validation studies to ensure the solution is working well and to further enhance and optimise its predictability.
- Collaboration with all stakeholders to achieve results. To achieve the best results with her clients, Tamara needs to ascertain which Talegent team members are needed to deliver the quality and expertise to the client, and at which point. Talegent has a range of expertise in consulting, psychology, technology, design, marketing, product development, and project management and Tamara acts as the glue that brings in the people that are needed to collaboratively drive forward the business objectives of each client.
While these are key to building a successful client partnership, every client is different and there no cookie-cutter approach. To provide the value to her clients, Tamara seeks to understand their full recruitment process to be able to propose the best assessments at the right stage, to enhance the candidate experience and promote recruitment efficiencies.
As a trusted advisor to her clients, Tamara is in a position with her clients where she can offer expertise in driving forward a client initiative to meet their business goals. Often this may be done by enhancing the candidate journey. This includes understanding what their existing one looks like, the improvements we can add to the candidate experience, replacing assessments with more engaging ones, shortening the process etc. Sometimes clients may not be aware of the changes that can be made easily, or we may offer innovative branded solutions they might not have seen before.
For example, when a graduate student is applying for roles, they will often be applying to many different organisations within an industry. In doing so they can often be assessed with the same assessments by different firms. Providing the insight into how her clients can minimise this with Talegent solutions, such as a branding video or gamification, Tamara adds value to her clients and helps them impress their candidates with a unique, engaging experience that offers them value as well, giving the client an edge with their top candidates.
More recently with restrictions due to COVID-19 impacting many of her client’s recruitment processes, Tamara has truly taken Talegent’s agility value to heart; working with multiple clients to rework their recruitment process to fit with the new non-contact restrictions. She was able to facilitate adapted solutions bringing processes online without negatively impacting their candidate’s experience.
By building and maintaining her client relationships, Tamara is able to develop long-lasting partnerships and create value with her clients. She works with internal and external stakeholders to achieve business objectives and improve candidate experiences, delighting her customers.