Customer Success Operations Analyst

Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization.

Bullhorn fosters a dynamic and supportive environment where hard work and great results are rewarded and celebrated. We value openness and continuous improvement, encouraging team members to acknowledge challenges and learn from them. With a strong focus on growth, we provide ample opportunities for career development and prioritize promoting from within. We believe that leaders should care deeply about the development of their employees at all levels, emphasizing emotional intelligence and accountability. Our leaders collaborate closely to ensure the success of their teams, and we work together to achieve shared goals, creating a positive and empowering workplace for everyone.

Reporting to the Senior Manager, Customer Success Operations, the Customer Success Operations Analyst will play a key role in executing day-to-day operational tasks driving operational excellence by optimizing processes, driving internal system adoption, and delivering insights for CS leadership on operational metrics.. 

Success in this role requires curiosity—always seeking to understand the “why” behind requests to ensure the right solutions are delivered. You’ll take a consultative approach, offering recommendations and demonstrate a high degree of ownership by showing initiative, and driving projects to completion. Above all, you will focus on outcomes, not just execution, ensuring every initiative contributes to meaningful business impact.

• Participating in project calls and executing key tasks to support ongoing projects and initiatives. Offering recommendations and best practices to drive operational efficiency and success.

• Handling new request intake, conducting discovery and communicating updates to stakeholders.

• Providing daily operational support to the CS department by answering queries and resolving issues related to Gainsight, processes, data, or other operational matters.

• Partner with CS leadership to monitor key metrics and operational reporting in Gainsight, ensuring process adherence and identifying opportunities to drive adoption through best-in-class workflows & best practices.

• Maintain Gainsight by performing system configuration, creating playbooks, building automation rules, and conducting data quality audits to ensure accuracy and efficiency.

• Optimize Gainsight workflows to enhance efficiency and simplify daily operations for the Customer Success team

• Creating and maintaining Confluence documentation related to CS, ensuring up-to-date and accessible resources.

• Delivering operational reports to provide insights and support decision-making.

• Assisting with ad hoc projects and operational deliverables as needed.

• Minimum 2-3 years of experience in Customer Success or relevant experience supporting customer-facing teams

• Positive, can-do attitude with a customer-first mindset, recognizing internal stakeholders as our customers.

• Proven experience with Salesforce and Gainsight or other similar CRM software.

• Critical thinking skills and ability to  break down ambiguous problems into concrete, manageable components to think through and effectively communicate solutions

• Demonstrated ability to manage multiple competing priorities and prioritize accordingly

• Strong attention to detail, consistently delivering high-quality work the first time round..

• Team player, able to build strong working relationships with peers and colleagues

• Self-motivated, proactive and a focus on delivering outcomes 

• Curious with a strong desire to learn and develop

What we offer...

• Group Critical Illness, Group Income Protection, Group Life Assurance, Pension, Vision, EAP
• Access to our Discounts and Wellbeing Portal
• Optional from DAY ONE - Private Medical Coverage & Ride to Work Scheme
• Unlimited Vacation
• 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 are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table.  If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.