Customer Success Manager

1 month ago

Sydney, Australia BlackLine Full time

Get to Know Us:
It's fun to work in a company where people truly believe in what they're doing

Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.

Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.

Work, Play and Grow at BlackLine

Make Your Mark:
The Customer Success Manager (CSM) partners with Lead Account Managers to provide thought leadership and drive customers to integrate strategy, process, and technology to optimize the Office of the CFO. Using one standard success plan, CSMs execute the Foundational Program to 1) Verify Platform Setup, 2) Encourage System Admin Training, 3) Encourage focus on Change Management, and 4) Encourage End User Training. And, with the Digital Transformation Framework, the CSM consults with and directs customers to 1) understand their end game, 2) understand the keys to a successful journey, 3) envision end-to-end process optimization with BlackLine, 4) organize their journey based on the nine foundational process optimization strategies (The BlackLine Nine) and Governance, 5) assess their current state and develop a BluePrint for process optimization, and 6) optimize processes using the 7 steps to process optimization.

CSMs partner with Lead Account Managers to design and drive a digital transformation roadmap (BluePrint) leveraging BlackLine. The CSM partners with Lead Account Managers to develop a plan to deploy the key elements of the Digital Transformation Framework to advance the customers' digital transformation journey. The CSM challenges the customer's processes and designs innovative solutions to advance the customers' digital transformation journey, increasing adoption and expansion of BlackLine, preventing attrition and churn, and continually enriching the customer experience.

The CSM leverages their BlackLine expertise; their process optimization expertise; their accounting and internal controls, financial analysis, invoice to cash, and/or intercompany operations experience; as well as their professional judgment, to provide leading practice optimization strategies, insights, and deliverables. These deliverables include original, innovative solutions for complex customer challenges, consulting services, process redesign and transformation, solution architecture specific to the customers' challenges, one to many thought leadership, executive touch points and strategy sessions, and recommendations to accelerate customer's digital transformation journey.
- Most importantly, the CSM must be confident in the unknown as many customers require assistance in understanding their own processes before considering optimization with BlackLine. All facets of the CSM role are designed to drive customers' successful digital transformation journey.

You'll Get To:

- 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 origin

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