Manager, Customer Success, ACE

BlackLine • New York, NY

17h • Hybrid

About The Position

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!

Requirements

• 5+ years customer facing experience (internal or external)
• 5+ years of experience in accounting/auditing and/or in accounting/auditing/financial industry software solutions
• 5+ years BlackLine experience
• Bachelor's degree in Accounting, Economics or Business Administration
• Strong interpersonal skills and experience building relationships
• Desire to mentor, lead and coach
• Strategic focus with actionable plans
• Ability to adapt to changing priorities, customer needs in high pressure situations with poise, diplomacy and tact.
• Comfort and confidence in dealing with the unknown. An ability to complete the puzzle without the final picture being available for reference.
• Highly process oriented mindset, with an aptitude for dissecting processes and delivering optimized solutions
• Demonstrated value communication skills; succinctly tie customer challenges to actionable solutions that deliver value
• Excellent listening and empathy skills: identify with the customer and want to help solve their business challenges
• Prioritization and time management skills
• Desire to be solution focused
• Strong verbal and written professional communication
• Demonstrated strong presentation skills including content building and delivery in varied settings (live, recorded, webex, etc)
• Constantly elevate knowledge of BlackLine, current accounting practices, and changes in the industry
• Demonstrated advanced knowledge of BlackLine solutions to optimize processes

Nice To Haves

• Recognized process improvement skills and ability to architect multiple solutions with limited customer support/documentation
• Previous supervisory or management experience
• Demonstrated leadership skills
• Adaptability to changing priorities and customer needs
• Self-motivated, proactive team player with a natural curiosity and passion for learning
• CPA, CIA or related professional accounting certification

Responsibilities

• Define, manage and deliver on a Customer Success program strategy specifically associated with a BlackLine onboarded customer segment(s).
• Supervise, manage and train all program allocated Customer Success Managers.
• Hire any open program allocated Customer Success Manager positions.
• Coordinate CSM program workflow and assign project tasks as needed.
• Supervise CSM team's answers of client platform, product and domain questions.
• Supervise CSM team's performance of Success Planning activities for onboarded clients to ensure BlackLine understands their corporate goals and objectives and any challenges to deliver relevant and pertinent demonstrations, coaching and/or referrals to other Customer Teams.
• Supervise CSM team's performance of quality presentations, coaching and other activities to the Company's onboarded clients through webcasts, teleconferences and onsite visits.
• Lead team members as they assess current state process, architect potential solutions, and deliver optimized process transformations using the customer's data to show the art of the possible adopting the full platform and to help customers unlock accelerated value from BlackLine solutions.
• Keep current on the BlackLine platform and all BlackLine solutions, including detailed product functionality and its proper use.
• Coach and mentor CSMs helping advise BlackLine customers.
• Design original, innovative solutions for complex customer challenges where no standard solution currently exists as appropriate.
• Articulate value and benefits associated with optimized solutions.
• Leverage prior and current experiences and expertise to develop and deliver thought leadership to customers through webinars and other multi-customer events
• Listen to customers to understand their needs and translate their pain points into actionable BlackLine solutions
• Engage with customer leadership and partner with Account Owners to understand the customers' goals, objectives, and challenges and adapt our SIT offerings to support their needs
• Partner with Strategic Account Managers and other departments on strategic account planning focused on ACV expansion, user adoption, reference, and prevent attrition
• Provide coverage, education, and application expertise by attending and participating in BlackLine User Groups, Client Roundtables, Customer Success Labs, conferences, and other events.
• Exhibit authentic energy for BlackLine solutions and the desire to motivate and engage our customers
• Other duties as assigned

Benefits

• short-term and long-term incentive programs
• robust offering of benefit and wellness plans

What This Job Offers

• Job Type: Full-time
• Career Level: Manager