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BlackLine · 4 days ago

Senior Customer Success Manager

Los Angeles, CA

Full-time

Hybrid

Senior Level

$119K/yr - $149K/yr

6+ years exp

BlackLine is a leading provider of cloud software that automates the financial close process. The Senior Customer Success Manager is responsible for delivering post-sales efforts, optimizing customer adoption of BlackLine products, and enhancing customer satisfaction through consultative strategies and relationship management.

Computer Software

Responsibilities

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

Qualification

Customer Success ManagementAccounting knowledgeBlackLine expertiseConsultative skillsCRM knowledgePresentation skillsTime managementInterpersonal skillsCommunication skillsProblem-solving skillsTeam playerSelf-motivated

Required

Bachelor's degree in Accounting, Economics or Business Administration

Master of Business Administration or equivalent

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

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