Bullhorn

• Take full ownership of high-impact, time-bound engagements • Serve as the direct liaison for customers, building rapport and trust • Work closely with a variety of internal teams • Participate in and lead root cause analysis sessions • Provide regular updates on customer progress

• Visiting customers onsite to understand their workflows, challenges, and priorities • Identifying where AI and automation solutions can deliver meaningful impact • Building strong relationships across accounts, acting as a trusted advisor • Monitoring account health and product utilisation, proactively engaging customers who need support • Capturing and sharing customer insights and success stories to support broader team learning

• Actively monitoring aging reports for past due customers and sending messaging when necessary • Daily collections calls to delinquent customers • Answering incoming billing related questions • Gathering the required information to help resolve any client inquiries efficiently • Extensively researching billing issues that are raised • Managing client expectations regarding estimated response time for issue resolution • Collaborating with team members to manage and escalate client inquiries

• Lead the implementation of packaged offerings across multiple Bullhorn product lines or provide expert support on those projects • Work closely with the customer and internal teams to understand customer requirements • Provide expertise to deliver appropriate solutions and manage expectations to deliver an incredible customer experience • Operate as the key liaison between Bullhorn's business units, technology teams, QA, and support teams • Analyze client business processes, needs and strategies to document and validate required functionality and rationalize functionality with appropriate technology solutions • Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements

• Own full-cycle recruiting for assigned requisitions, with a focus on roles across Tech/Engineering, Professional Services, Support functions, and more as needed • Conduct intake meetings with hiring managers to align on role requirements, candidate profiles, and timelines • Source, screen, and pipeline candidates using AI-assisted screening tools • Manage candidate communication and ensure a consistent, professional experience at every stage • Coordinate interview logistics, including scheduling, panel prep, and debrief facilitation • Maintain accurate ATS data, including dispositioning, stage updates, and notes • Collaborate with TA team members and the Senior Director of Talent Management to manage req prioritization and proactively flag capacity or process issues • Support hiring manager relationships by providing regular pipeline updates and setting clear expectations on timeline and next steps

• Managing a portfolio of SMB customers, driving retention, renewals, and account growth • Building trusted relationships with key stakeholders and acting as the primary post-implementation contact • Conducting regular business reviews to understand customer goals, product adoption, and account health • Identifying upsell, cross-sell, and upgrade opportunities that maximise customer value and business outcomes • Developing retention strategies for at-risk accounts and executing plans to minimise churn • Providing best practice guidance and workflow recommendations to help customers maximise their Bullhorn investment • Partnering closely with Sales, Product, and Support teams to deliver an exceptional customer experience • Maintaining accurate account plans, forecasts, risks, and opportunities within Bullhorn CRM

• Troubleshooting and collaborating cross-functional teams to resolve highly complex software and technical issues • Consulting with clients directly to target root cause and drive timely resolution • Taking ownership of identified technical issues, finding the root cause and resolving issues at their core • Qualifying and determining priority for development issues, communicating business impact to Product Management and Development teams for appropriate triage of high impact issues • Assisting with communication and testing for scheduled maintenances on application infrastructure, feature releases, and major application impacting events • Owning issues and escalating as necessary; driving resolution with speed and agility to match the urgency of the customer

• Developing and executing a territory plan to maximize client retention, contract upgrades and the sales of Bullhorn products and services • Establishing and building C-Level relationships within designated clients • Identifying and articulating the strategic, organizational, and financial goals of assigned clients • Developing and delivering on account plans and sales campaigns for specific assigned clients • Working cross-functionally within Bullhorn to define and drive execution of action plans to improve and/or optimize the use of Bullhorn products and services • Maintaining current and accurate account information and contact information within Bullhorn CRM for all accounts that have been contacted

• Own the end-to-end KCS program: strategy, governance, adoption metrics, and continuous improvement • Establish and oversee the Knowledge Domain Expert (KDE) program across product areas and global regions • Design and manage a KCS coaching program for analysts at all tiers, driving adoption through skill-building and participation tracking • Own the Process Alignment Review (PAR) framework — defining standards, cadence, and scoring criteria • Own the Global Support QA program end-to-end: rubric design, scoring methodology, calibration cadence, and reporting • Build and manage a consistent QA review cadence with representative sampling across teams, regions, and tiers • Partner with Support Operations on the transition to Snowflake-based QA infrastructure • Track and connect KCS and QA metrics to broader CX KPIs — CSAT, TTR, FRT, and case deflection • Provide regular program updates and trend analysis to the SVP of Global Support

• Own the health, performance, and integrity of a high-performing global support organization • Set the standards for how managers lead, coach, and develop their teams • Inspect execution, intervene early when performance or culture signals warrant it, and serve as the strategic voice of Support across cross-functional initiatives • Review team-wide performance trends across productivity, backlog, CSAT, QA, and KCS • Audit manager 1:1 notes and coaching plans for completeness, tone, and follow-through • Monitor escalation patterns and identify systemic issues requiring cross-functional resolution • Champion process improvements in collaboration with Product, Ops, and Engineering • Conduct regular skip-level conversations to surface engagement signals and management blind spots • Lead monthly performance calibration sessions, ensuring coaching plans and PIPs are fair, consistent, and well-documented • Partner with cross-functional leaders on operational issues and company-level initiatives