Partner Success Operations Manager at BlackLine

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Job Summary

The Partner Success Manager-Operations has responsibility for governance of BlackLine's Partner implementation projects, Customer Success and Support deliverables. The Partner Success Manager-Operations will liaise with BlackLine internal teams including the Services Team to ensure projects are delivered timely and successfully. The Partner Success Manager-Operations will assist with resolution of escalations. Through analysis and governance of Partner project portfolio and feedback results, the Partner Success Manager-Operations will play a critical role in identifying and creating process improvements to ensure customer satisfaction.


Roles and Responsibility (list in order of importance)


  • Create Partner project status reports for internal and external use.
  • Track and report metrics and key results for Partner deliverables related to implementation projects, Customer Success and Support.
  • Analyze Partner related data to develop insights and identify areas of process optimization opportunities.
  • Lead cadence meetings with Partners to review health of projects, communicate and enforce Rules of Engagement.
  • Assist in resolution of project escalations; liaise with multiple internal BlackLine teams including the Services Team.
  • Identify and report on "at-risk" customers; guide Partners and the BlackLine Services Team to a successful resolution of at risk factors.
  • Participate in internal BlackLine project review cadence meetings to provide insights and project progress updates.
  • Design and execute a process to create, track and close Partner Statements of Work (SOWs) and ensure that all internal BlackLine functions (Services Team, Partner Channel, etc.) and Partners are aligned.
  • Analyze customer feedback provided via survey results. Take appropriate action based on survey results to identify areas of process enhancements, coaching and training.
  • Participate in Partner and internal BlackLine QBRs and meetings.
  • Liaise with BlackLine Services Team for emerging implementation processes and product functionality to enhance Partners' knowledge of implementation best practices.
  • Collaborate with BlackLine stakeholders (Partner Channel, Training, Product, Services, GTM Enablement, Marketing, etc.) to define and address ongoing Partner training gaps and needs.
  • Promote Partner feedback and assists in preparation and delivery of Partner strategies, including data gathering, analysis, presentation creation and logistical support.
  • Performs other duties as assigned.

 

Required Qualifications

Years of Experience in Related Field:

  • Domain expertise - 3+ years of experience in accounting/auditing and/or in accounting/auditing/financial industry software solutions
  • 2+ Years Customer project facing experience (internal or external)

 


Education: Click or tap here to enter text.

  • Bachelor's degree in Accounting, Economics or Business Administration

 

Technical/Specialized Knowledge, Skills, and Abilities:

  • 2+ years BlackLine experience
  • Strong interpersonal skills and experience in building relationships
  • Ability to deal with changing priorities and high-pressure situations with poise diplomacy and tact
  • Highly process-oriented
  • Strong verbal and written professional communication
  • Demonstrated and strong presentation skills with passion for presenting
  • Demonstrated leadership skills
  • Prioritization and time management skills
  • Self-motivated, proactive team player with passion for learning

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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
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
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
Team workouts
BlackLine has been offering company wide virtual fitness classes such as, Aerobics and Yoga!
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
BlackLine provides employees with a 401(k) matching plan.
Company Equity
Employee Stock Purchase Plan
BlackLine offers and Employee Stock Purchase Plan with the ability to buy stock at a discounted price.
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
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
Happy Hours
Parking
We offer employees free on-site garage parking.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Time allotted for learning
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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