Senior Specialist, Customer Success - External Talent Function

Senior Specialist, Customer Success – External Talent Function

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WHO YOU’LL WORK WITH

External Talent Function (ETF) is a world-class, integrated function designed to strategically leverage and deploy external talent at Bain, including advisors, contractors, external experts. The ETF mission is to deliver seamless access to world-class external talent & expertise to accelerate Bain’s growth and clients’ results.

The External Talent Function Senior Specialist will be part of an ETF team covering ETF support to a “scope” of several capabilities / industries globally as well as sometimes capacity support to one region. The Senior Specialist will be responsible for the successful end-to-end delivery of external talent sourcing to support the “scope” covered by the team he/she belongs to.

The specialist will act as the key point of contact for Bain partners, local Staffing and practice teams on their sourcing needs related to a specific case or proposal. The focus of the role will be to ensure the quality and volume of ETF deployments within his/her scope by:

• Autonomously coordinating the end-to-end process from sourcing, onboarding and performance management for RTN contractors and BAN advisors
• Ensuring best client experience on sales support, request management and support to augmented teams
• Ensuring best contractors / advisors experience on end-to-end deployment within Bain teams
• Developing strong relationships and efficient ways of working with RTN talent providers on the scope covered

The Senior Specialist will also contribute to GTM activities (autonomously creating marketing content and PowerPoint decks, participating to or leading some demand generation calls with practice teams, local staffing and partners). He / she will also drive transversal initiatives to continuously improve ETF operations and tools.

The role includes managing direct relationships with 1) Bain Partners and Associate Partners for the requests they will cover, 2) Bain practice teams for the capabilities covered, 3) Local Staffing teams in the region covered, 4) RTN talent providers and other third parties, 5) BAN advisors and RTN contractors deployed into Bain teams and 5) Bain business functions (HR, Legal, Finance…)

WHAT YOU’LL DO

Key Responsibilities:

• Request Management and talent recruitment
• Work as a thought partner with case teams and Staffing teams on new requests for external talent; guiding them as to the best external talent solution for their expertise needs
• Provide end-to-end request management for external talent requests and sourcing including database searches, working with talent vendors, recruiting externally where appropriate, with a high level of autonomy and answer first
• Clarify case teams needs and appropriate level of talent and address potential questions on ETF operational and commercial model
• Deliver thoughtful shortlist of suitable Advisors or contractors from existing Bain network, providing recommendations based on both database searches and their own knowledge of relevant Advisor roster
• When relevant talent is not available in existing Bain network, source a contractor through a third party talent provider, or source a senior Advisor externally based on case and expertise gaps by identifying the right channel to source the profile (direct sourcing, relevant talent provider), aligning on briefs, sending accurate potential candidate lists, assessing candidates and organizing interviews
• Perform the contracting of advisors / contractors as well as required compliance checks (with support from ETF Risk and Compliance team if needed)
• Coordinate the onboarding of advisors / contractors, monitor their performance during the case and support case team as needed during the deployment
• For capability senior specialists: If needed, put in place (with support from Manager) and run buffer programs to address specific local capacity needs
• Maintain the accuracy, quality and integrity of all search information in the proprietary database and work closely with the broader ETF team to support the database of talent as it is built up over time

Contribute to GTM activity on scope covered, with guidance from Manager

• Create marketing materials (e.g. success story one pagers, marketing emails) and GTM content (update on support to a practice, key topics for discussion)
• Participate to or lead some discussions with Bain partners, practice teams and staffing teams in order to raise awareness on ETF offering, identify priority areas of support and review BAN advisor bench

Contribute to the development of new offerings to address practice needs

• Ensure the quality and depth of external talent pool on scope covered – in coordination with RTN Vendor Management and Talent Management teams and with support from his/her manager.
• Be an expert of key RTN talent providers on “scope covered” and build strong relationships and ways of working with them on the request they handle
• Be an expert of BAN advisor bench on “scope covered”, including potential gaps and optimization potential
• Ongoing relationship management through regular interaction with key Advisors: collecting feedback on assignments and the program and deepening knowledge of their expertise, experience, and preferences

Suggest and lead some initiatives to enhance ETF processes and tools on a continuous basis – in coordination with other ETF team members.

ABOUT YOU

Experience & Skills

• 3-6 years relevant experience
• Technology strategy, innovation management, and digital transformation leadership.
• Strong cross-functional project and program management skills.
• Business analysis and experience in translating business needs into product requirements.
• Change leadership and organizational change management skills.
• Data-driven decision making and impact tracking.
• Collaboration, influence, and stakeholder engagement skills.
• Analytical thinking, structured problem solving, and results orientation.
• High integrity, professionalism, and entrepreneurial mindset.

Education

• Bachelor’s degree preferred, or equivalent combination of education and experience.

Personal Attributes

• Collaborative: Works effectively across teams and functions. Service-oriented.
• Organized & Detail-Oriented: Keeps processes on track and ensures accuracy.
• Pragmatic: Strong problem-solving ability with a practical sense of what’s achievable.
• Articulate: Communicates clearly and with impact—both verbally and in writing.
• Team Player: Passionate, reliable, and great to work with.

ABOUT US

Bain & Company is the management consulting firm that the world’s business leaders come to when they want results. Bain advises clients on strategy, operations, information technology, organization, private equity, digital transformation and strategy, and mergers and acquisition, developing practical insights that clients act on and transferring skills that make change stick. The firm aligns its incentives with clients by linking its fees to their results. Bain clients have outperformed the stock market 4 to 1. Founded in 1973, Bain has 58 offices in 37 countries, and its deep expertise and client roster cross every industry and economic sector.

Note: The original post contains multiple boilerplate and location/job postings. This refined version focuses on the Senior Specialist, Customer Success – External Talent Function role and its core responsibilities and qualifications.