Bullhorn is looking for an Enterprise Support Manager to join our Support team. 

Bullhorn is the leading global software provider for the staffing and recruitment industry. More than 10,000 companies rely on Bullhorn’s cloud-based platform to power their staffing processes from start to finish. Through our incredible products and services, we create raving fan customers, resulting in company growth that consistently offers new opportunities for our talent to advance their careers. 25% of our global workforce gets promoted or moves into a new role every year, expanding their skills and working with new people.  Bullhorn is large enough to provide these exciting opportunities but small enough to maintain the energy of a startup, and we’re consistently ranked as a great place to work for our strong culture and rewarding career opportunities.

 Our commitment to our employees: Every Bullhorn employee has a sense of belonging, a voice that is heard, and a clear path to success. Bullhorn offers unlimited planned vacation, great opportunities for career development, quarterly paid volunteer days through its philanthropic group Bullhorn Cares, and an open invitation to Bullhorn Allies groups, which celebrate and cultivate diversity and inclusion for all employees. 

Our in-office employees enjoy a casual, collaborative environment with weekly catered-in lunch and breakfast, and quarterly social events.  While working from the comfort of their own homes, our remote employees are provided a full equipment package with all the tools they need to perform their role. We use Zoom, Slack, and other tools to stay connected while we are remote.

Why this job is important:

In the Enterprise Support Manager role, you will be responsible for managing a group of Bullhorn’s Enterprise Analysts in order to assist the team and our enterprise clients in resolving technical and application related inquiries regarding Bullhorn's Salesforce products. In assessing and improving support processes and metrics, including team performance and customer satisfaction, you will work to ensure that our core team of Analysts continues to deliver world-class technical and application support to Bullhorn's dynamic and growing customer base. Additionally you will build knowledge and relationships with our largest, strategic Bullhorn for Force Customers.

A typical day might include:

• Managing the recruitment, training and development of the Bullhorn for Force Enterprise Support team, ensuring world-class support for Bullhorn’s customers.

• Providing leadership to the Enterprise Support team by mentoring Enterprise Support Analysts, particularly in the development of customer service, time management, and problem solving skills.

• Managing performance and growth plans of team members, working with them to develop and implement individual career development plans.

• Owning service client management escalations in line with accepted best practices and processes, collaborating with other departments on necessary next steps.

• Developing, measuring and managing customer support metrics such as quality of service, close rates, response times, and teamwork.

• Communicating and developing relationships with the Engineering and Technical Operations teams to prioritize and address high priority technical issues.

• Building strong working relationships with our Enterprise level clients and act as the first level of escalation for any high and critical issues.

• Providing read outs and updates to internal executives.

• Identify, manage and execute Technical Support strategic projects and initiatives.

This role may be a fit for you if:

• You have a Bachelor’s Degree in business, management, or communications (or equivilant)

• You have 2+ year experience leading remote teams, ideally in a customer or technical support setting.

• You have the ability to command the room of a high level executives both internally and externally.

• You have demonstrated ability to lead a team in a highly demanding, fast-paced environment.

• You are an effective communicator with the ability to manage and implement change in a dynamic environment.

• You have the ability to empathize with customers and convey confidence, displaying have superb listening skills, and verbal and written communication skills

• You have demonstrated expertise in improving and managing Technical Support processes and methodologies.

• You have the ability to work efficiently and effectively under stress and within tight deadlines.

• You have exceptional organizational, time management and multi-tasking skills.

• You have the ability to develop a technical understanding of the supported Bullhorn for Force solutions.

Bonus points for:

• Experience in a Software as a Service (SaaS) environment.

• Experience with Salesforce

Bullhorn is committed to our core values and we are looking for people who exhibit these traits: 

• Service - You go beneath the surface to solve problems.

• Energy - You build up your teammates and leave people positively charged.

• Ownership - You take action and own up to your mistakes.

• Speed & Agility - You go around obstacles and demonstrate urgency.

• Being Human - You consider other people's perspectives, laugh, and have fun.