Customer Success Associate

GTM - Customer Team Woodland Hills, California Remote, United States


Description

The Customer Success Associate delivers post-sales activities as part of a team or pool. This pool works with a portfolio of customers via a Customer Success program strategy associated with a BlackLine onboarded customer segment.  This program strategy encompasses the activities, resources, and relationships necessary to optimize customers’ adoption of subscribed licenses and products, prevent attrition and churn, and continually enhance customer health and satisfaction. The Customer Success Associate uses their expertise in the Company’s platform and products as well as their domain expertise to provide best practice deliverables and support to the Customer segment.  These touchpoints include, coaching, success plan activities, paid service offerings and appropriate training required to ensure the customer is receiving the value expected from their BlackLine subscription. The Customer Success Associate reports to the Manager, Customer Success and receives daily/weekly instruction and support from the Manager, Customer Success.The Customer Success Associate delivers post-sales activities as part of a team or pool. This pool works with a portfolio of customers via a Customer Success program strategy associated with a BlackLine onboarded customer segment.  This program strategy encompasses the activities, resources, and relationships necessary to optimize customers’ adoption of subscribed licenses and products, prevent attrition and churn, and continually enhance customer health and satisfaction. The Customer Success Associate uses their expertise in the Company’s platform and products as well as their domain expertise to provide best practice deliverables and support to the Customer segment.  These touchpoints include, coaching, success plan activities, paid service offerings and appropriate training required to ensure the customer is receiving the value expected from their BlackLine subscription. The Customer Success Associate reports to the Manager, Customer Success and receives daily/weekly instruction and support from the Manager, Customer Success. RESPONSIBILITIES• Deliver on Customer Success program strategy specifically associated with a BlackLine onboarded customer segment(s) as it relates to assigned customers.• Answer clients’ platform, product and domain questions within the defined customer success program criteria and timeframes.• Educate 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 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 customer through the entire client lifecycle.• Work as a team with sales executives and other departments to understand their account planning for the client focused on account expansion, reduction of license and product adoption whitespace, increased customer sentiment, and reduced churn risk.• Deliver actionable advice and expertise to customers regarding the features and usage of BlackLine’s solutions to attain product and license expansion and adoption optimization.• Perform effective customer touchpoints, customer advocacy, coaching activities and other adoption deliverables via webcasts, teleconferences and/or onsite visits.• Lead client discovery sessions on product adoption whitespace, and coordinate requirements definition with internal teams to obtain and issue client statements of work for new implementation projects.• Be able to address assigned 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” clients, including impact on renewals, and guide customers through a successful “Red → Green” process.• Coordinate with BlackLine 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 customer 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, Customer Success Labs, conferences, and other events.• Log client communication and document relevant activities within internal customer relationship management software and other tools as assigned.• Show passion for BlackLine application and desire to enhance customer satisfaction.• Travel may be required• Other duties as assigned
REQUIRED QUALIFICATIONS• Bachelor’s degree or equivalent work experience• 2 Years Customer facing experience (internal or external)• Strong interpersonal skills and experience building relationships• 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• Prioritization and time management skills• Self-motivated, proactive team player with a natural curiosity and passion for learning
PREFERRED• Bachelor’s degree in Accounting, Economics or Business Administration• 2+ years BlackLine experience


PHYSICAL REQUIREMENTS
Work is primarily sedentary in nature; no special demands required.May require up to 10% - 20% travel

Equal Employment Opportunity

BlackLine believes that our diversity is one of our greatest strengths, and we do not tolerate discrimination. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all personnel actions, without regard to sex (including pregnancy, childbirth, breastfeeding or related medical conditions), race, natural hair, religion (including religious dress and grooming practices), color, gender (including gender identity and gender expression), national origin (including language use restrictions and possession of a driver's license issued under Vehicle Code section 12801.9), ancestry, physical or mental disability, medical condition, including HIV and AIDS, genetic information, marital status, registered domestic partner status, age, sexual orientation, military and veteran status or any other basis protected by federal, state or local law or ordinance or regulation.

We’re proud to continue to stand by this policy and will grow our company with attention to this instrumental belief in our hiring and promotion practices.

We encourage applications from all qualified candidates and will reasonably accommodate applicants’ needs in accordance with applicable law throughout all stages of the recruitment and selection process. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to careers@blackline.com.