Customer Solution Advisor

Bullhorn • Boston, MA

4d • $65,000 - $75,000 • Remote

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.

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
• Company-wide mentor program

What This Job Offers

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