Job Summary

The Strategic Customer Advisor is the key partner helping customers achieve their strategic objectives and maximum value from their investment in BlackLine. Additionally, the role serves as the liaison between the customer and the BlackLine ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services and others.

Roles and Responsibility 

• Be a strategic partner with the customer and assist with developing accounting and internal controls policy and process leading practices, including optimization with BlackLine
• Oversee on-boarding activities such as installation and training following investment of BlackLine
• Align and collaborate with Strategic Account Manager to increase adoption, ensure retention, and satisfaction for assigned customers
• Work with customers to build Accounting Innovation Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals
• Measure and monitor customers achievement of critical and key performance indicators, reporting both internally to BlackLine account stakeholders and externally to Customer Sponsors and Executives
• Collaborate with Strategic Account Manager to establish regular cadence (weekly, Monthly, Quarterly) with each assigned customer to review health metrics
• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solution and services
• Work closely with the BlackLine Sales Account team (Account Executive, Solutions Architects, Professional Services) to identify opportunities for new usage of BlackLine across organizational functions
• Collaborate with Strategic Account Managers to identify and/or develop up-sell opportunities
• Advocate customer needs/issues cross-departmentally
• Collaborate with SAM to program manage account escalations
• Assist and provide expert deployment, operational leading practices and assistance with establishing a BlackLine Center of Excellence
• Assist in workshops to help customers leverage the full value of BlackLine solution
• Provide insights with respect to the availability and applicability of new features in BlackLine
• Support BlackLine Services in identifying and recommending training opportunities
• Act as the BlackLine liaison for BlackLine technical questions, issues or escalations. This will include working with BlackLine Support, Product Management (i.e. roadmaps), or others needed
• Maintain current functional knowledge and technical knowledge of BlackLine platform

Required Qualifications

Years of Experience in Related Field: 10 plus

Education: Bachelor's Degree in Accounting, Economics or Business Administration

Technical/Specialized Knowledge, Skills, and Abilities:

• BlackLine, Finance Transformation, Process Redesign, Excel

Other:

• PowerBI, Automation Anywhere, Tableau

Preferred Qualifications

• 10+ years of experience in accounting/auditing and/or in accounting/auditing/financial industry software solutions
• 7+ years customer facing experience (internal or external)
• Bachelor's degree or equivalent experience
• Ability to travel – 50% (sometimes internationally)
• 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 strong presentation skills with a natural comfortable passion for presenting
• Demonstrated leadership skills
• Prioritization and time management skills
• Self-motivated, proactive team player with a natural curiosity and passion for learning
• Updated knowledge of current accounting practices and changes in the industry
• Proven success with motivating customers to accelerate their accounting innovation journey
• Demonstrated advanced strategic knowledge of BlackLine solutions
• Bachelor's degree in Accounting, Economics or Business Administration
• CPA, CIA or related professional accounting certification