Customer Solution Advisor

Bullhorn • Boston, MA

2d • Onsite

About The Position

As a Customer Solution Advisor, your purpose is to act as a crucial link between our On-Demand Customer Success team and customers facing critical challenges. You will restore stability and drive meaningful outcomes by leading focused, short-term engagements. Leveraging your technical expertise and problem-solving skills, you will diagnose and resolve high-impact issues, rebuild customer confidence, and ensure they are left in a successful state. Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization. Bullhorn is a fast-paced and dynamic environment where hard work and outstanding results are rewarded and celebrated. We value those that exhibit an eagerness to learn and a strong natural desire for continuous improvement and we encourage team members to stretch themselves, acknowledge challenges and learn from them. With a strong focus on growth, we provide ample opportunities for career development and prioritize promoting from within. We believe that leaders should care deeply about the development of their employees at all levels, emphasizing emotional intelligence and accountability. Our leaders collaborate closely to ensure the success of their teams, and we work together to achieve shared goals, creating a challenging and rewarding workplace for everyone. We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.

Requirements

• 2-3 years of professional experience in a customer-facing technical role such as customer success, technical support, or consulting.
• Demonstrated experience in problem-solving and driving results quickly using a proactive, hands-on approach.
• Proven ability to manage multiple priorities and work independently in a fast-paced environment.
• Prior experience working cross-functionally and influencing internal teams without direct authority.

Nice To Haves

• Working knowledge of the Bullhorn Middle Office and Bullhorn Time and Expense products
• A knack for identifying gaps in customers’ payroll and billing processes that may be hindering operational efficiency
• Hands-on experience with the Bullhorn Automation, Analytics and/or Amplify platforms
• The ability to review a customer's existing automations and spot opportunities to optimize them for better outcomes and performance

Responsibilities

• Own and Lead Customer Engagements: Take full ownership of high-impact, time-bound engagements aimed at stabilizing customer accounts and resolving critical issues. This involves independently implementing changes and solutions directly within their Bullhorn software.
• Customer Advocacy and Relationship Management: Serve as the direct liaison for customers, building rapport and trust. You'll actively listen to and document their pain points, troubleshoot issues, and provide guidance on best practices to improve their experience.
• Cross-Functional Collaboration: Work closely with a variety of internal teams, including Support, Product, Sales, and Tech Services. You'll ensure everyone is aligned on the customer's needs and that deliverables are completed in a timely and seamless manner.
• Problem-Solving and Root Cause Analysis: Mitigate first-tier customer escalations by diving deep into the issues. You'll participate in and lead root cause analysis sessions to not only resolve the current problem but also to identify patterns and proactively share insights with the broader team to improve future processes.
• Drive Measurable Outcomes: Provide regular updates on customer progress, meticulously gather details, and track deliverables to ensure successful and measurable outcomes for each engagement.
• Solution Implementation: Directly configure and customize the Bullhorn solution to address specific customer issues and pain points.
• Reporting and Communication: Drive progress by providing regular updates to stakeholders, both internal and external.
• Operational Meetings: Lead and participate in weekly operations meetings to review customer mutual action plans, documenting next steps and assigning clear ownership for tasks.
• Advocacy and Feedback: Represent the voice of the customer within the company, advocating for product or process improvements when you identify recurring friction or pain points.
• Technical Ownership: Act as the primary technical owner for all changes and adjustments made during a customer engagement, ensuring the integrity and stability of their solution.
• Business Program Development: Contribute feedback to help refine and develop our business programs, leveraging your frontline experience to improve our offerings.

Benefits

• Medical
• Dental
• Vision
• 401(k)
• 401(k) Match
• Unlimited Planned Paid Time Off
• Global Mental Health Support
• On-Demand Learning & Development
• Quarterly paid volunteer days
• Lucrative Employee Referral Program (eligible for prior to your first day)
• Company-wide mentor program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed