Senior Customer Success Manager
1 month ago
It's fun to work in a company where people truly believe in what they're doing
At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications.
Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.
Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.
Work, Play and Grow at BlackLine
Make Your Mark:
With very limited direction, the Senior Customer Success Manager delivers post-sales efforts to their assigned customers via a consultative Customer Success program strategy specifically associated with BlackLine onboarded customers. This program strategy encompasses the activities, resources, and relationships necessary to optimize customers' adoption of subscribed licenses and products, prevent attrition and churn, and continually enhance customer health and satisfaction. The Sr. CSM uses their immense expertise in the Company's platform and products as well as their domain expertise to provide best practice deliverables. These deliverables include coaching, Business Reviews, Customer Success Reviews, Success Planning that aligns to the customer corporate goals and objectives and are required to ensure the customer is receiving the value expected from their BlackLine subscription and moving through their customer journey. Due to their extensive accounting industry knowledge as well as their BlackLine knowledge, the Sr. CSM is able to effectively provide guidance to clients on how to best adopt BL Solutions considering the entire finance transformation client journey. The Sr. CSM acts as a mentor and assists the Customer Enablement team with onboarding new CSMs. The Sr. CSM leads customer events with ease and may or may not produce their own presentation content relevant to the audience. They develop a trusted advisor relationship with key customer stakeholders and executive sponsors such that all BlackLine activities are closely aligned with the customer's business and strategic initiatives, allowing the full potential of their BlackLine solution to be realized. Their knowledge and experience provides clients with additional consulting and vision for using BlackLine.
You'll Get To:
- Deliver on Customer Success program strategy specifically associated with BlackLine onboarded customer as it relates to assigned customers.
- Track, validate, and provide feedback to AM team to ensure the customer moves through the entire BlackLine journey after initial contract implementation.
- Deliver actionable advice, coaching and expertise regarding the features and usage of BlackLine's solutions to increase product adoption and to assist the Account Management team in license expansion.
- Expertly educate clients on existing and new product features and functionality, and how it can contribute to their business objectives.
- Perform Success Planning activities (Business Reviews, Success Reviews and Success Path creation) for onboarded clients to ensure BlackLine understands their corporate goals and objectives and the client understands their usage and the path forward to gain more efficiency with the solutions.
- Continually communicate BlackLine value to customer through the entire customer journey.
- Work as a team with sales executives and other departments on account planning focused on account expansion, reduction of license and product adoption whitespace, increased customer sentiment, and reduced churn risk.
- Perform effective, Success Reviews, Business Reviews, Success Reviews, customer advocacy activities, solution coaching and other adoption deliverables via webcasts, teleconferences and/or onsite visits.
- Address assigned client activities' impact on BlackLine and provide best practices. Includes, but not limited to organizational changes, global rollout, and ERP changes. Ensure ERP changes that result in risk of churn or attrition is document.
- Keep current on all BlackLine solutions, including detailed product functionality and its proper use.
- Communicate competitive differentiation as needed to further opportunities and prevent churn.
- Identify and report on clients, including impact on renewals, and guide customers through a successful process.
- Participate in 1 or more Expert Team to provide feedback to Product Management team through the Customer Team Enhancement Process related to new functionality requests and specifications
- Provide feedback to various internal customer teams to improve customer experience.
- Provide BlackLine best practices, use case scenarios and client stories both internally and externally (including Community) to assist other clients with expanded use of application functionality.
- Assist with the provision of customer references.
- Provide coverage, education, and application expertise by attending and participating in BlackLine Meet Ups, Client Roundtables, Customer Success Labs, Best Practice Summits, conferences, and other events.
- Acts as a SME in BlackLine Reconciliations. Also acts as a SME in at least seven other complex BlackLine solutions
- Log client communication and document relevant activities within internal customer relationship management software and other tools as assigned.
- Show passion for BlackLine application and desire to enhance customer satisfaction.
- Travel may be required
- Other duties as assigned
Education: Bachelor's degree in Accounting, Economics or Business Administration Master of Business Administration or equivalent
Technical/Specialized Knowledge, Skills, and Abilities:
- 6 Years Customer facing experience (internal or external)
- Demonstrate natural strong presentation skills natural comfortable passion for presenting
- Ability to deal with changing priorities and high-pressure situations with poise diplomacy and tact
- Highly process-oriented mindset, with a love of telling stories with data
- Prioritization and time management skills
- Strong verbal and written professional communication
- Updated knowledge of current accounting practices and changes in the industry
- Strong interpersonal and consultative skills and proven results building relationships working as a Trusted Advisor to drive business value for customers.
Preferred skills:
- CPA, CIA or related professional accounting certification
- 5+ years BlackLine experience required or equivalent
- Years of Experience in Related Field Domain expertise - 7+ years of experience in accounting/auditing and/or in accounting/auditing/financial industry software solutions
- Prior experience as a Controller and/or Director or Finance
- Knowledge of Gainsight, Salesforce CRM, etc.
- Excellent listening, diagnostic and empathy skills: you identify with the customer and want to help solve their problem
- Self-motivated, proactive team player with a natural curiosity and passion for learning
- A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation
- A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
- A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.
BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.
BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 2 days a week.
Salary Range:
USD $130,000.00 - USD $173,000.00
Pay Transparency Statement:
Placement within this range depends upon several factors, including the applicant's prior relevant job experience, skill set, and geographic location. In addition to base pay, BlackLine also offers short-term and long-term incentive programs, based on eligibility, along with a robust offering of benefit and wellness plans.
BlackLine is committed to creating an inclusive and accessible experience for all candidates. If you require a reasonable accommodation that would better enable your success during the application or interview process, please complete this form.
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