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BlackLine · 5 days ago

Customer Success Manager- Birmingham, AL

United States

Full-time

Remote

Mid, Senior Level

$96K/yr - $120K/yr

BlackLine is a technology-based company focused on Finance Automation. The Customer Success Manager (CSM) partners with Lead Account Managers to drive customer success and digital transformation, providing expertise and innovative solutions to optimize processes.

Computer Software

Responsibilities

Using the Success Plan (including the Foundational and Digital Transformation Components), partner with Lead Account Managers to motivate customers and drive customers' success as they pursue digital transformation

Maintain and elevate BlackLine knowledge, as well as process optimization expertise; accounting and internal controls, financial analysis, invoice to cash, and/or intercompany operations experience; and other relevant domain knowledge that is imperative for advising customers on their Digital Transformation

Partner with Lead Account Managers to engage with customer leadership and understand the customers' goals, objectives, and challenges and address using the Digital Transformation Framework

Deliver actionable thought leadership and expertise to customers regarding using BlackLine's solutions as a foundational technology supporting their digital transformation journey

Using professional judgment and expertise, offer opportunities where customers can provide their processes without written documentation; Review and analyze the processes and develop solutions (even when the customer is unsure of their process) based on personal experience and experience with other customers

Work as a team with Lead Account Managers and other departments on account planning focused on ACV expansion, services revenue, user adoption, referenceability, and preventing churn and attrition

Work with customers to assess current state processes, challenge the current state, architect potential solutions, and partner to deliver process optimizations

Design original, innovative solutions for complex customer challenges where no standard solution currently exists

Shadow customers as they pursue digital transformation, providing consultative guidance resulting in value realization

Listen to customers to understand their needs and translate their pain points into actionable BlackLine solutions

Articulate value and benefits associated with optimized solutions

Ensure that customers are aware of all complimentary and billable services available to partner with them on their journey

Document process optimization use cases in a way that allows for their use throughout BlackLine

Leverage prior and current experiences and expertise to develop and deliver thought leadership to customers through webinars and other multi-customer events

Exhibit authentic energy for BlackLine and the ability to motivate and engage our customers

Provide coaching, mentoring, and guidance to assist colleagues with more complex process optimizations

Other duties as assigned

Qualification

BlackLine expertiseProcess optimizationFinancial analysisCPA certificationLeadership skillsValue communicationCuriosityCoachingAdaptabilityTime managementTeam player