Customer Success Manager (SAP)

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The Customer Success Manager (CSM2), SAP, delivers post-sales efforts to their assigned customers via a Customer Success program strategy specifically associated with a BlackLine onboarded customer segment(s). This program strategy encompasses the activities, resources, and relationships necessary to optimize customers' adoption of subscribed licenses and products, prevent attrition and churn, and continually enhance customer health and satisfaction. The CSM2 uses their expertise in the Company's platform and products as well as their domain expertise to provide best practice deliverables. These deliverables include, coaching, demonstrations, Business Review, Customer Success Reviews, Success Path and appropriate training required to ensure the customer is receiving the value expected from their BlackLine subscription. The CSM2 acts as a mentor/buddy to new CSM1's and assists the Customer Enablement team with onboarding. Leads customer events with ease and may or may not produce their own presentation content relevant to the audience. Develop a trusted advisor relationship with key customer stakeholders and executive sponsors such that all BlackLine activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their BlackLine solution to be realized.
Responsibilities:

  • Deliver on Customer Success program strategy specifically associated with a BlackLine onboarded customer segment(s) as it relates to assigned customers.
  • Own customer relationship for entire BlackLine journey after initial contract execution.
  • Answer clients' platform, product and domain questions within the defined customer success program criteria and timeframes.
  • Educate clients on how existing and new product features and functionality work, and how it can contribute to their business objectives
  • Perform Success Planning activities for onboarded clients to ensure BlackLine understands their corporate goals and objectives and any challenges to deliver relevant and pertinent demonstrations, coaching and/or referrals to other Customer Teams.
  • Continually communicate BlackLine value to customer through the entire client lifecycle, including their renewal process.
  • Work as a team with sales executives and other departments on strategic account planning focused on account expansion, reduction of license and product adoption whitespace, increased customer sentiment, and reduced churn risk.
  • Deliver actionable advice and expertise to customers regarding the features and usage of BlackLine's solutions to attain product and license expansion and adoption optimization goals.
  • Perform effective customer demonstrations, Success Reviews, Executive Business Reviews, customer advocacy, coaching activities and other adoption deliverables via webcasts, teleconferences and/or onsite visits.
  • Lead client discovery sessions on account expansion and product adoption whitespace, and coordinate requirements definition with internal teams to obtain and issue client statements of work for new implementation projects.
  • Be able to address assigned client activities' impact on BlackLine and provide best practices. Includes, but not limited to organizational changes, global rollout, and ERP changes.
  • Keep current on all BlackLine solutions, including detailed product functionality and its proper use.
  • Apply 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 → Green" process.
  • Coordinate with BlackLine Partner Channel team as well as specific partners, as needed.
  • Provide feedback to Product Management team 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.
  • Assist in BlackLine Community as a Moderator.
  • Provide coverage, education, and application expertise by attending and participating in BlackLine User Groups, Client Roundtables, Customer Success Labs, conferences, and other events.
  • 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.

Qualifications:

  • Domain expertise - 5+ years of experience in accounting/auditing and/or in accounting/auditing/financial industry software solutions
  • 4 Years Customer facing experience (internal or external)
  • Bachelor's degree or equivalent experience
  • Strong interpersonal skills and experience building relationships
  • 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
  • Excellent listening 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
  • 2+ years BlackLine experience or demonstrated advanced knowledge of BlackLine solutions
  • Bachelor's degree in Accounting, Economics or Business Administration
  • CPA, CIA or related professional accounting certification

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

BlackLine’s headquarters feature open work stations, informal lounge areas, a game room, a music room, quiet pods, training areas, and more.

What are BlackLine Perks + Benefits

BlackLine Benefits Overview

BlackLine believes in providing the best possible service to its clients, and that starts with offering amazing perks to its employees. These perks include 100% coverage for healthcare, vision, and dental, 401(k) matching, ESPP, food, drinks, games, and so much more!

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
At BlackLine, we feel that paying 100% of our employees’ health benefits is 100% the right thing to do. Medical, dental, and vision are taken care of by the company.
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
BlackLine provides employees with a 401(k) matching plan.
Employee Stock Purchase Plan
BlackLine offers and Employee Stock Purchase Plan with the ability to buy stock at a discounted price.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
BlackLine hosts company outings several times per year.
Game Room
Our game room includes Ping Pong, Pool Table and Video Games.
Stocked Kitchen
Some Meals Provided
Parking
We offer employees free on-site garage parking.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

We’re better together and know that amazing individuals make amazing teams. We also know that we bond through socializing and shared experiences. That’s how teams gel and support each other.

So, we like to play games together: table tennis, poker, and video games. We encourage company sports leagues and fitness groups. We relax with happy hours and team get-togethers, and we never let a holiday season go by without a celebration.

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