Job description
Bullhorn is the global leader in software for the staffing industry.
After more than 20 years,
more than 10,000 companies rely on Bullhorn’s cloud-based platform to power their staffing processes from start to finish. Led by the original co-founder, partnered with venture capital, and powered by seasoned leaders across a global workforce with an eye toward innovation, Bullhorn has had year over year growth, making it the market leader in the recruitment software space while allowing for new opportunities for over
35% of our employees to advance their careers in 2021.
We are a remote-first organization and over 30% of our employees reside outside the United States. Headquartered in Boston, we also have offices in St. Louis, London, Brighton, Rotterdam, Frankfurt and Sydney (just in case you’re in the area to stop by). Whether you’re local or remote, our vision is to ensure every employee has a sense of belonging, a voice that is heard, and a clear path for success. Your incredible experience as an employee will consist of flexible work hours to ensure a positive work-life balance and use Zoom, Slack, and other tools to stay connected.
About the Role
Reporting to the Senior Director of Customer Success, the Sr. Manager, Customer Success Specialty will manage our specialty customer success team, responsible for the adoption. drive engagement & adoption of Bullhorn’s overlay products (i.e. Analytics, Automation, Onboarding Talent Experience and VMS Sync). They will be responsible for the execution of engagement playbooks, coaching & mentoring team members, fostering cross functional partnership with Ops, Product and Sales, developing best practices, engagement prioritization, measuring quality & revenue metrics and risk mitigation strategies. This role will be accountable to solution adoption, optimization, value realization and overall health of our customer base for these solutions, in addition to building reference-able customers.
A typical day will include...
- Drive achievement of key metrics for the customer success specialty team including: engagement targets, customer NPS & reference-ability, adoption health and risk mitigation execution.
- Participate as key member of cross-functional team with sales, product and customer success to ensure adoption & retention across specialty (overlay) products
- Performance management including team 1:1’s to drive process accountability and impact.
- Coach team members on quality customer engagements and how to be a consultative advisor to drive key business outcomes for customers
- Influence and sell the value of these solutions, ensuring customers continue to achieve key business metrics
- Improve workflows and process execution in partnership with CS Ops to ensure appropriate prioritization & consistency within customer engagements
- Create collateral to support effective engagements, including customer facing materials (i.e. templates, scripts, etc.) to demonstrate the impact & ROI of engagements
This role is a fit for you if...
- You have 5+ years experience leading and growing customer-facing SaaS teams (i.e. consulting, customer success, account management and/or implementations)
- You enjoy leading and participating in cross functional teams to drive a positive customer experience
- You are passionate about helping our customers get the most out of the products they have purchased
- You enjoy using data to drive decisions and actions
- You are motivated by building teams, developing processes and iterating for greatest impact You have staffing experience and/or solution knowledge of target overlay products (BH Automation, BH Analytics, or Onboarding Talent Edition)
- You have experience scaling engagements & interactions with customers leveraging high touch, collateral, one: many offerings
- You demonstrate strong coaching, interpersonal, communication and collaboration skills
- You have the ability to lead in an environment of high growth, ambiguity and complexity of diverse product lines
- You quickly understand organizational dynamics and management priorities, and to be able to work effectively in a fast paced, results driven company
What we offer...
Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more- Unlimited Vacation
- Mental health benefits (EAP & 98point6)
- Full Access to LinkedIn Learning
- Quarterly paid volunteer days
- Lucrative Employee Referral Program (eligible for prior to your first day)
- Career development opportunities up/across Bullhorn
Bullhorn's core purpose is to create an incredible customer experience, which starts with first creating an incredible employee experience. Our vision is for every employee to have a sense of belonging, a voice that is heard, and a clear path for success. We are committed to building diverse and inclusive teams, and our culture is shaped by our five core values: Ownership, Energy, Speed & Agility, Service, and Being Human.
We’re looking for real-life humans, each with their own unique set of thoughts, beliefs, cultures, identities, and a background and body that is completely individual. We also love humans who have taken less traditional paths of education and believe that experience and learning come in many forms. Together, all these unique individuals make Bullhorn stronger. If you’re reading this, you’re probably applying for/considering applying for a job with us, and we want you to know that Bullhorn is an equal opportunity employer. For us, that means we always have, and will always, strive to be as inclusive as possible in all aspects of employment and that we do not and will not tolerate discrimination of any kind.
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