Senior Customer Success Manager

BlackLine•New York, NY

5d•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

7+ years of experience in accounts receivable/credit management and/or in accounting/auditing/financial industry software solutions
Bachelor's degree in Accounting, Economics or Business Administration
5+ years BlackLine Invoice-to-Cash experience required or equivalent
6 Years Customer facing experience (internal or external)
Updated knowledge of current accounting practices and changes in the industry
Knowledge of Gainsight, Salesforce CRM, etc.
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
Strong interpersonal and consultative skills and proven results building relationships working as a Trusted Advisor to drive business value for customers.
Excellent listening, diagnostic and empathy skills: you identify with the customer and want to help solve their problem
Strong verbal and written professional communication
Demonstrate natural strong presentation skills natural comfortable passion for presenting
Prioritization and time management skills
Self-motivated, proactive team player with a natural curiosity and passion for learning

Nice To Haves

Master of Business Administration or equivalent

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 at risk clients, including impact on renewals, and guide customers through a successful Red-to-Green 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.