Customer Team Operations Coordinator

GTM - GTM Operations Woodland Hills, California


Description

Responsibilities:

  • Manage Professional Services case queue, coordinate across all departments to action cases
  • Work with PMO/leaders to ensure key policies, processes, and methodologies contributing to the success of team are adhered by Professional Services team
  • Assist with creating operational and policy documentation
  • Maintain team SharePoint site & internal documentation
  • Manage Support case queue including client outreach, Sales, SE, CSM, Support and Developer engagement
  • Provide project administrative tasks and creating and updating templates, policies and procedures
  • Set up new BL instances (SB and Prod) for all Professional Services new hires and update Confluence system
  • Manage billing/accounting notification reminders to Professional Services team to include NA, EMEA and APAC
  • Manage audit reviews for NA Professional Services team; other regions may require assistance
  • Responsible for monitoring and ensuring all emails from BlackLine Services inbox are being addressed
  • Assist in managing Professional Services Automation to include ensuring timeliness of submitted and approved timecards as well as work through timecard issues, adjustments, projects, etc.
  • Collaborate with Finance to ensure timely month-end invoicing activities and reconciliation
  • Provide weekly operational reporting to management to include project status, project hygiene, timeline, budget, status and other metrics
  • Other duties or projects such as ad-hoc reports, reconciling customers, products and users from production instance to Billing, coordinate Customer Team training and events, etc.
Qualifications:
  • Strong team player, results-oriented, metrics-driven and capable of working in a fast-paced, changing environment
  • Excellent analytical thinking, problem solving, organizational and time management skill
  • Detail oriented with ability to multi task and problem-solve
  • Excellent verbal and written communication skills
  • Work effectively across disciplines and organizations to prioritize tasks and make decisions
  • Proficiency in Microsoft Office and commonly used project management tools
  • Bachelor’s degree and 1+ years of work experience
  • Project management experience preferred
  • At least one year of experience in the audit/accounting industry preferred
  • Technology background/experience preferred