Principal Customer Adoption Expert

BlackLine•Pleasanton, CA

12d•$142,000 - $178,000•Hybrid

About The Position

The Principal Customer Adoption Expert (ACE) supports Customer Success Managers with their customer portfolios to increase adoption and expansion of BlackLine, prevent attrition and churn, and continually improve the customer experience. The role applies BlackLine expertise, process optimization expertise, and experience in accounting and internal controls, financial analysis, and/or intercompany operations to provide leading-practice strategies, insights, and deliverables. The ACE develops innovative solutions for complex customer challenges, provides consulting and process redesign and transformation services, architects solutions for customer-specific needs, and delivers thought leadership, executive touchpoints, strategy sessions, and recommendations that accelerate customers’ digital transformation. The role requires confidence working with ambiguity, including helping customers understand their processes before optimization. Its work is intended to drive customer adoption and successful digital transformation. BlackLine describes its culture as open, accepting, inclusive, and supportive of employee growth and learning, with professional development seminars and affinity groups. The company uses a combination of virtual and in-person interactions; candidates who live within a reasonable commute of an office are expected to work there at least three days per week. The stated salary range is $142,000–$178,000, with eligible short- and long-term incentive programs and benefit and wellness plans.

Requirements

At least 8 years of combined experience in accounting, auditing, process optimization, internal controls, financial analysis, invoice-to-cash, or intercompany operations.
At least 5 years of experience in at least two of these domains: accounting, invoice-to-cash, intercompany operations, or consolidations.
At least 6 years of customer-facing experience, internal or external.
At least 3 years of hands-on BlackLine experience.
Bachelor’s degree in Accounting, Economics, Information Systems, or Business Administration.
Strong interpersonal skills and ability to build lasting relationships.
Strategic focus and ability to create and execute actionable plans.
Ability to navigate ambiguity and solve complex problems with incomplete information.
Excellent listening and empathy skills, with a passion for solving customer challenges.
Strong professional verbal and written communication skills.
Process-oriented mindset and aptitude for analyzing processes and delivering optimized solutions.
Strong presentation skills, including creating and delivering content live, virtually, and in recorded formats.

Nice To Haves

Advanced knowledge of BlackLine solutions and experience architecting solutions to optimize complex processes.
Ability to communicate business value clearly and connect solutions to customer challenges.
Leadership skills and experience mentoring others.
Self-motivated, proactive team player with curiosity and a passion for learning.
Excellent prioritization and time-management skills.
CPA, CIA, or other relevant professional certification.

Responsibilities

Partner with Customer Success Managers and Account Managers on adoption strategies that may lead to ACV expansion and customer references while mitigating churn.
Motivate customers to pursue digital transformation by explaining the value and benefits of optimized solutions.
Listen to customers, understand their needs, and translate business challenges into actionable BlackLine solutions.
Ensure customers know about complimentary and billable services available to support their journey.
Deliver product expertise and optimization solutions through strategic use cases and video adoption campaigns.
Analyze and document customer processes, including undefined processes, and develop tailored optimization solutions based on leading practices.
Design original solutions for complex customer challenges when no standard solution exists.
Provide consultative guidance to customers pursuing digital transformation so they can realize the platform’s value.
Maintain and elevate expert knowledge of BlackLine products, process optimization, accounting, internal controls, and relevant domains.
Develop and deliver customer thought leadership through how-to videos, webinars, and other one-to-many events.
Document process optimization use cases for internal use and knowledge sharing.
Coach, mentor, and guide colleagues on complex process optimizations.
Perform other duties as assigned.