Keen People
Growing key client accounts and improving hiring outcomes for a specialist recruitment firm.
Business Context
Keen People is a recruitment firm placing talent across technology, professional services, and retail. They were growing and working with clients across different industries, each with different hiring timelines, expectations, and internal decision-making processes. The account management function lacked a clear system, and relationships were managed reactively rather than strategically.
Millionaire Contracts was embedded as the primary client success function, taking ownership of long-term client partnerships, growing key accounts, and improving the hiring process across the client base.
Scope of Work
- 1
Full account management for key clients across technology, professional services, and retail, including regular check-ins, quarterly business reviews, and forward planning aligned to client hiring cycles
- 2
Account growth strategy focused on identifying expansion opportunities, introducing additional service lines, and deepening client relationships without aggressive upselling
- 3
Hiring process improvement across key accounts: tightening role requirements upfront, improving candidate screening, removing unnecessary process steps, and reducing time-to-hire
- 4
Talent Hub model development, structuring a subscription-based recruitment support offering that gave clients predictable costs and ongoing access to recruitment capability
- 5
Team coordination and communication standard-setting to ensure consistent client experience across the full Keen People team
The Outcome
Key accounts grew steadily, hiring became faster and more predictable, and client satisfaction stayed consistently high. Growth came from doing the basics right: being responsive, giving straight answers, delivering consistently, and staying ahead of client needs rather than reacting to them.
"Strong client relationships in recruitment do not come from tactics. They come from being present, giving straight answers, and thinking ahead. When clients feel genuinely supported, they stay, expand, and bring others with them."
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