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Customer: EverTrue

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Website: evertrue.com

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Solution: Staffing

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Transcript edited for clarity:

Meet Jesse from EverTrue

Hi, my name is Jesse Hunt. I am the Manager of Customer Engagement and Operations at EverTrue. As Manager of Customer Engagement and Operations, I oversee a small team of individuals on our customer success team who oversee quite a large base of customers. And we help those customers navigate our software and work with them to have the best customer experience possible.

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What do Hireframers do for your team?

I have several Hireframers who are focused on customer support as well as customer renewals. Another Hireframer who's focused on a lot more tactical and project work and they really help to open up the bandwidth for the rest of my team to really be able to focus in on quality work that they can do with their customers as well.

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What was your day-to-day like before Hireframe?

I had quite a small team prior to bringing on the Hireframers for our customer engagement organization. We literally had two individuals who were supporting about a thousand customers, which as you can imagine is a very difficult thing to sustain. So being able to bring on the Hireframers, we've been able to really open up the volume and quality of that customer support for that base of customers. And of course, I've been able to free up some of the time for the existing employees to be able to focus on project work and process work that previously wasn't really getting as much exposure or attention because they were very bogged down with tons and tons of requests coming through.

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The Hiring Process

To source talent is a very time consuming process, but Hireframe makes it feel like a very simple process. I know there's a lot of work they do behind the scenes at Hireframe that really just makes life so much easier for us. So as a hiring manager, my responsibility was to look at a narrowed field of candidates that Hireframe presented, all of which were absolutely incredible, and to choose which ones I wanted to go through a final interview process for.

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It took what would normally be a months long process of hiring someone to fill a role and made it a very short truncated like couple week long process. To this day, one of the things I will always extol about Hireframe is the fact that they can fill the role fast with someone that's extremely high quality.

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Ongoing Support

The ongoing account management from Hireframe is something that is also quite impressive. I have a monthly sync currently with our account manager. It's an extremely valuable space for us to be able to deliver any feedback, but also just discuss goals and potential growth for the Hireframers that are working with us. Beyond that, I also know behind the scenes there's a lot of stuff that Hireframe is doing to support the individual contractors that we're working with. So for the Hireframers that I work with, I have a bi-weekly one-on-one with them, but on the other end they're also having another one-on-one with their direct coach at Hireframe. And that really makes it so there's an implicit level of trust there that's just built up over time because they're getting not only direction from me, but they're able to have conversations with a more full-time coach who can kind of focus on their overall development when it comes to core functionality and core wants and wishes as they grow within their role.

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I truly cannot imagine my team not having Hireframers on it

Now that I've had the experience of working with Hireframe directly for my team, I truly cannot imagine my team not having Hireframers on it. It has been a great experience. As my team grows, I would like to also involve and then look into how Hireframe or my Hireframers can kind of grow within it. It's truly something where the hiring process made it super simple. So I know that I can always kind of rely on that to fill in immediate needs. But more importantly, just the quality of the work that they commit to our organization is something that really is hard to find in a lot of different individuals. So the strength of those individual contributors is something that absolutely can't be discounted.

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