Highland Career Network

Position Overview:

As the Director of Enterprise & Technical Services, you will be responsible for managing Bullhorn's Technical Support Engineering team and for the client satisfaction and profitability of Bullhorn's Enterprise Accounts.

This role will require you to partner with and be a point of contact for C-level executives (CEO, CIO, CTO) and technical leadership/stakeholders at Bullhorn's key accounts to provide technical guidance, facilitate issue resolution and provide a voice for the enterprise clients back to Bullhorn. Internally, you will be the senior technical liaison between Bullhorn Support, Bullhorn Professional Services and Bullhorn Software Engineering to create stronger, more seamless processes designed to ensure optimum client satisfaction and profitability.

As the day-to-day manager of Bullhorn's Technical Support Engineering team you will be responsible for creating capabilities and processes for supporting Bullhorn’s core platform, Bullhorn's integration and reporting services and for transitioning our Enterprise clients from the Implementation to Production environments.

Finally, you will provide mentorship to all Bullhorn Technical Support Analysts and work with the support team to ensure that our core team of Analysts and Engineers continues to deliver world-class technical and application support.

Key Responsibilities:

• Manage Technical Support Engineering

   

• Manage technical relationship with Bullhorn's Key accounts

   

• Act as senior technical point of contact for the client Bullhorn configuration and custom configurations.

   

• Help clients optimize their use of Bullhorn

   

• Provide guidance on client's internal infrastructure

   

• Collaborate with Bullhorn's Account Management Team

   

• Manage communication between Technical Support and Bullhorn's engineering teams

   

• Identify and communicate technical trends across Bullhorn's key accounts

   

• Become the client's voice back to Bullhorn

   

• Collaborate with Professional Services team to:

   

• Define and manage processes and procedures around transitioning enterprise clients into production.

   

• Engage and facilitate the transition of Enterprise clients from Professional Services to Production environment and Support

   

• Support &  troubleshoot custom code developed for Bullhorn's key accounts

   

• Develop capabilities and process to provide reporting and integration services to our clients including:

   

• API Support

   

• Saratoga Support

   

• Cognos Support

   

• Provide mentorship for Support Analysts and Senior Support Analysts Assist in managing and developing the overall support process

   

• Must have a bachelors degree, preferably Computer Science, MIS or other technical discipline

   

• Must have 8+ years experience managing internal IT environments or providing IT consulting services to large corporations

   

• Must have experience developing & supporting custom applications

   

• Must have strong written and verbal communication skills

   

• Experience managing Customer Service teams strongly desired

   

• Experience developing and managing support processes strongly desired

   

• Experience deploying and managing Software-as-a-Service applications strongly desired