Company: TweetMyJobs, a division of CareerArc, Burbank, CA
Company Division/Group: CareerArc Group
Company Description: TweetMyJobs, a division of CareerArc, is the leading social and mobile recruiting solution helping today’s employers reach the 21st century job seeker. TweetMyJobs’ powerful Software-as-a-Service (SaaS) solution enables organizations to distribute their jobs socially, amplify their employment brand, and hire targeted talent, faster. Through automated job distribution to the largest combined network of social, mobile and online platforms, coupled with best-in-class customer care, TweetMyJobs gives thousands of organizations, including many of the Fortune 500, a social edge in acquiring top talent.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Software - Up to 100 Employees

Nomination Title: TweetMyJobs

Tell the story about what this nominated department achieved since the beginning of July 2013 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

TEXT REDACTED FOR PUBLICATION

Since its founding, TweetMyJobs has operated with one mission: Connect today’s employers with the 21st century job seeker.

When TweetMyJobs first launched, the term “Social Recruiting” had yet to be coined: Most employers depended largely on job boards and job aggregators and waited for candidates to land on their job postings. Now, just a few years later, the majority of employers use social media to not only share open jobs but to engage directly with top talent.

For medium-size and large organizations, including many Fortune 500 companies TweetMyJobs services, managing hundreds or even thousands of open positions per month across multiple social channels can—if done manually—become daunting, ineffective, and near impossible.

TweetMyJobs’ automation, job distribution, and employer branding enterprise solution ease this burden; however, the technology powering our platform makes up only half of the equation:
We knew then that if we wanted to prove how leveraging social media could change the recruitment landscape, customer support would be crucial in ushering that change.

We saw the success of our clients, our company, and our emerging technology space dependent on a high-touch, consultative service approach. Because of this, we made customer service our cornerstone and retitled the account manager role to fit our goal and brand promise: Client Success.

From the start, each TweetMyJobs customer is supported by a dedicated Client Success Manager who works one-on-one with each customer in navigating our platform and developing a social recruiting strategy that maximizes results. We achieve this by customizing the client experience from the start, fitting our solution into our customers’ needs—not the other way around. With each new account, our CSMs are trained to listen first before ever prescribing an approach.

We don’t use scripts, because we can’t: Our CSMs—who work with HR professionals in a variety of industries—know that a one-size-fits-all solution does not exist. We trust our CSMs to have their fingers on the pulse of changing trends in Human Capital, as well as on the ever-shifting sands of social media tech. Moving at the real-time pace of social, our CSMs are some of the first to know about social networks’ API-updates, interface redesigns, and algorithm adjustments and constantly communicate with our product development team on how to assess significant changes and accurately share them with clients.

Through a recent TweetMyJobs customer survey conducted in October 2014, our CSMs scored an overall 90% satisfaction rating. Other survey results include:

• 95% of respondents rated their CSM as either Very Professional or Extremely Professional.
• 98.4% of respondents said their CSMs were effective in addressing questions and concerns, ranging from Moderately Effective, Very Effective, and Extremely Effective.
• When asked to rate how well they felt their CSM understood their needs, 86.7% responded either Quite Well or Extremely Well.
• When asked how responsive their CSM had been to questions or concerns about the product, 88.3% responded Quite Well or Extremely Well.

From one respondent: “Overall, the customer service and ease of implementation have exceeded my expectations. These are two areas that are typically the most difficult and frustrating when dealing with outside vendors on new projects. Kudos to TMJ and my account rep!”

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