Customer Success Manager

The Customer Success Manager (CSM) partners with Lead Account Managers to provide thought leadership and drive customers to integrate strategy, process, and technology to optimize the Office of the CFO. Using one standard success plan, CSMs execute the Foundational Program to 1) Verify Platform Setup, 2) Encourage System Admin Training, 3) Encourage focus on Change Management, and 4) Encourage End User Training. And, with the Digital Transformation Framework, the CSM consults with and directs customers to 1) understand their end game, 2) understand the keys to a successful journey, 3) envision end-to-end process optimization with BlackLine, 4) organize their journey based on the nine foundational process optimization strategies (The BlackLine Nine) and Governance, 5) assess their current state and develop a BluePrint for process optimization, and 6) optimize processes using the 7 steps to process optimization.

CSMs partner with Lead Account Managers to design and drive a digital transformation roadmap (BluePrint) leveraging BlackLine. The CSM partners with Lead Account Managers to develop a plan to deploy the key elements of the Digital Transformation Framework to advance the customers’ digital transformation journey. The CSM challenges the customer’s processes and designs innovative solutions to advance the customers’ digital transformation journey, increasing adoption and expansion of BlackLine, preventing attrition and churn, and continually enriching the customer experience.

The CSM leverages their BlackLine expertise; their process optimization expertise; their accounting and internal controls, financial analysis, invoice to cash, and/or intercompany operations experience; as well as their professional judgment, to provide leading practice optimization strategies, insights, and deliverables. These deliverables include original, innovative solutions for complex customer challenges, consulting services, process redesign and transformation, solution architecture specific to the customers’ challenges, one to many thought leadership, executive touch points and strategy sessions, and recommendations to accelerate customer’s digital transformation journey. Most importantly, the CSM must be confident in the unknown as many customers require assistance in understanding their own processes before considering optimization with BlackLine. All facets of the CSM role are designed to drive customers’ successful digital transformation journey.

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.

Other duties as assigned

Qualifications

Years of Experience in Related Field:

5+ years of experience in accounting, auditing, process optimization, internal controls, financial analysis, invoice to cash, and/or intercompany operations

3+ years customer-facing experience (internal or external)

Education: Bachelor’s degree in accounting, Economics, Information Systems, or Business Administration

Technical/Specialized Knowledge, Skills, and Abilities:

Strong interpersonal skills and experience building relationships

Strategic focus with actionable plans

Ability to adapt to changing priorities, and 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

Excellent listening and empathy skills: identify with the customer and want to help solve their business challenges

Solution focused

Strong verbal and written professional communication

Strong presentation skills including content building and delivery in varied settings (live, recorded, Teams, webex, etc.)

Constantly elevate knowledge of BlackLine, accounting, auditing, process optimization, internal controls, financial analysis, invoice to cash, and/or intercompany operations

Preferred Qualifications

Advanced knowledge of BlackLine solutions to optimize processes

Recognized process optimization skills and ability to architect multiple solutions with limited customer support/documentation

Demonstrated value communication skills; succinctly tie customer challenges to actionable solutions that deliver value

Demonstrated leadership skills

Adaptability to changing priorities and customer needs

Self-motivated, proactive team player with a natural curiosity and passion for learning

Prioritization and time management skills

CPA, CIA or other professional certifications

Salary Range

-

Employee Referral Bonus Amount

$1,000

Regular