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Partner Success Operations Manager - 12884

Remote, United States

Job Summary

The Partner Success Manager-Operations has responsibility for governance of BlackLine’s Partner implementation projects, Customer Success and Support deliverables. The Partner Success Manager-Operations will liaise with BlackLine internal teams including the Services Team to ensure projects are delivered timely and successfully.  The Partner Success Manager-Operations will assist with resolution of escalations. Through analysis and governance of Partner project portfolio and feedback results, the Partner Success Manager-Operations will play a critical role in identifying and creating process improvements to ensure customer satisfaction.

 

Roles and Responsibility (list in order of importance)  

 

  • Create Partner project status reports for internal and external use.
  • Track and report metrics and key results for Partner deliverables related to implementation projects, Customer Success and Support.
  • Analyze Partner related data to develop insights and identify areas of process optimization opportunities.
  • Lead cadence meetings with Partners to review health of projects, communicate and enforce Rules of Engagement.
  • Assist in resolution of project escalations; liaise with multiple internal BlackLine teams including the Services Team.
  • Identify and report on “at-risk” customers; guide Partners and the BlackLine Services Team to a successful resolution of at risk factors.
  • Participate in internal BlackLine project review cadence meetings to provide insights and project progress updates.
  • Design and execute a process to create, track and close Partner Statements of Work (SOWs) and ensure that all internal BlackLine functions (Services Team, Partner Channel, etc.) and Partners are aligned.
  • Analyze customer feedback provided via survey results. Take appropriate action based on survey results to identify areas of process enhancements, coaching and training.
  • Participate in Partner and internal BlackLine QBRs and meetings.
  • Liaise with BlackLine Services Team for emerging implementation processes and product functionality to enhance Partners’ knowledge of implementation best practices.
  • Collaborate with BlackLine stakeholders (Partner Channel, Training, Product, Services, GTM Enablement, Marketing, etc.) to define and address ongoing Partner training gaps and needs.
  • Promote Partner feedback and assists in preparation and delivery of Partner strategies, including data gathering, analysis, presentation creation and logistical support.
  • Performs other duties as assigned.

 

Required Qualifications

Years of Experience in Related Field:

  • Domain expertise - 3+ years of experience in accounting/auditing and/or in accounting/auditing/financial industry software solutions
  • 2+ Years Customer project facing experience (internal or external)

 

 

Education: Click or tap here to enter text.

  • Bachelor’s degree in Accounting, Economics or Business Administration

 

 

Technical/Specialized Knowledge, Skills, and Abilities:

  • 2+ years BlackLine experience
  • Strong interpersonal skills and experience in building relationships
  • Ability to deal with changing priorities and high-pressure situations with poise diplomacy and tact
  • Highly process-oriented
  • Strong verbal and written professional communication
  • Demonstrated and strong presentation skills with passion for presenting
  • Demonstrated leadership skills
  • Prioritization and time management skills
  • Self-motivated, proactive team player with passion for learning

 

Partner Success Operations Manager - 12884 ,

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