Renew customers service contracts through our distribution networks, preparing renewal quotes and following through to completion
Effectively manage account renewal negotiations including creating appropriate quotations, resulting in the completion of greater than 90% of renewals within the designated quarter
Establish productive professional relationships with key personnel in assigned customer accounts, ensuring long term client retention and growth
Identify and drive growth opportunities inside accounts, working with sales management to work as a team and help drive results
Plan and execute annual, quarterly and other types of business reviews to ensure customers are deriving optimum value from their Blackline solution.
Interpret customer concerns and mobilize the necessary internal resources in such a way that not only customer satisfaction is assured but our product offering is continuously improving
Develop customer account plans in partnership with other Blackline teams and distribution partners
Work as an ambassador to help clients realize the full benefit of available Blackline products and services
Provide feedback to product management team on long term trends that may affect customer satisfaction or retention.
Actively look for ways to improve process efficiencies and effectiveness
Other duties as assigned

Fluency English, with additional European languages a plus
Proven experience managing senior relationships with Enterprise Customers, and working in collaboration with partner channels
Minimum 3 years of B2B sales, or account management, with preferably a SAAS element
Excellent customer service skills, a desire to understand each customer’s needs, and help find the right solution for them.
Clear communication, both written and verbal with strong interpersonal skills
Post-secondary degree in business or marketing is an asset
Proficient with MS Excel, MS PowerPoint and an Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) application
Functional in using MS Office and other corporate administration tools
Ability to travel up to 25%

Client Success Manager

Key skills