Customer Success Manager (Open to Candidates in Birmingham, AL)

BlackLine is a leading provider of cloud software that automates and controls the financial close process. The Customer Success Manager partners with Lead Account Managers to drive customers' digital transformation journey by optimizing processes and delivering innovative solutions tailored to customer challenges.

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
• Provide coaching, mentoring, and guidance to assist colleagues with more complex process optimizations
• Other duties as assigned

Requirements:

• 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
• Knowledge of Gainsight, Salesforce CRM, etc