Partner Customer Success Manager

GTM - Customer Team Remote, United States


Description

The Partner Customer Success Manager 3 (PCSM3) delivers post-sales efforts to their assigned Alliance Partner, and Partner-Clients a Partner 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 Partner-Clients’ adoption of subscribed licenses and products, prevent attrition and churn, and continually enhance Partner - Client health and satisfaction.  The PCSM3 uses their expertise in the BlackLine platform and products as well as their domain expertise to provide best practice deliverables.  These deliverables include, coaching, demonstrations, Executive touch points, Customer Success Reviews and appropriate training required to ensure the Partner-Client is receiving the value expected from their BlackLine subscription. The PCSM3 may act as a mentor/buddy to new PCSM1’s and assists the Customer Enablement team with onboarding.  The PCSM3 is considered a ‘go to’ asset for future PCSM1 and PCSM2s for any direction, coaching, etc. when the Senior Director, Customer Alliances is not available. Participates in Alliance Partner-Client events with ease and produces their own presentation content relevant to the audience. Develop a trusted advisor relationship with key Alliance and Partner-Client stakeholders and executive sponsors such that all BlackLine activities are closely aligned with the Partner-Client’s business case and business strategy, allowing the full potential of their BlackLine solution to be realized. The next step for the PCSM3 would be into a management role on the Alliance Customer team. The PCSM3 reports to the Senior Director, Customer Alliances however, works independently and requires minimal contact with the Senior Director, Customer Alliances.  

Responsibilities:

  • Deliver on Partner Customer Success program strategy specifically associated with a BlackLine onboarded Partner-Client segment(s) as it relates to assigned Partner-Clients.
  • Answer Partner-Clients’ platform, product and domain questions within the defined customer success program criteria and timeframes.
  • Educate Partner-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 Partner-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 Partner-Client through the entire client lifecycle.
  • Work as a team with the Strategic Alliances Team and other departments on strategic account planning focused on account expansion, reduction of license and product adoption whitespace, increased Partner-Client sentiment, and reduced churn risk.
  • Deliver actionable advice and expertise to Partner-Clients regarding the features and usage of BlackLine’s solutions to attain product and license expansion and adoption optimization goals.
  • Perform effective demonstrations, Success Reviews, Executive Business Reviews, Partner-Client advocacy, coaching activities and other adoption deliverables via webcasts, teleconferences and/or onsite visits.
  • Be able to address assigned Partner-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” Partner-Clients, including impact on renewals, and guide Partner-Clients through a successful “Red → Green” process.
  • Coordinate with BlackLine Alliance 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 Partner-Client 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 Meet Ups, Client Roundtables, Customer Success Labs, conferences, and other events.
  • Log client communication and document relevant activities within internal customer relationship management software (Gainsight) and other tools as assigned.
  • Show passion for BlackLine application and desire to enhance Partner-Client satisfaction.
  • Travel may be required
  • Other duties as assigned
Qualifications:
  • Domain expertise - 8+ years of experience in accounting/auditing and/or in accounting/auditing/financial industry software solutions
  • 6+ 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 and 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
  • 2+ years BlackLine experience
  • Demonstrated advanced strategic knowledge of BlackLine solutions
  • Bachelor’s degree in Accounting, Economics or Business Administration
  • CPA, CIA or related professional accounting certification