Customer Solution Advisor

About the role

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.

Key Tasks

• 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.

• 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.

• 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.

• 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.

Requirements

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

Bonus Points

• Working knowledge of the Bullhorn Middle Office and Bullhorn Time and Expense products.
• Prior 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.

Qualifications

• You have a Bachelor's degree or equivalent experience.
• You have a strong understanding of payroll and billing processes.
• You have excellent communication and interpersonal skills.
• You have a passion for helping others and a commitment to excellence.

Skills

• Technical expertise in Bullhorn products.
• Problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and manage multiple priorities.
• Experience working cross-functionally and influencing internal teams.

Benefits

The annual base salary range for this position is $65,000 - $75,000. In addition, this role is eligible for an annual target bonus & a comprehensive benefits package. Compensation And Transparency Statement The posted range represents the good-faith estimate of what we expect to pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Actual pay within the range will be based on factors such as, but not limited to, experience, skills, qualifications, geographic location, internal equity, and business or organizational needs and affordability. In accordance with state and local pay transparency laws we disclose salary ranges in all job postings and provide additional information upon request.

What We Offer

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
• 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