Positions

Customer Team Operations Senior Analyst - 13184

Remote, United States

Responsiblities:
  • Supervise and centralize all global SOW queues, ensuring SLAs are met, adherence to policies and procedures, coordinate issues resolution activities with varied departments and creating standard SOWs
  • Design and improve SOW estimate templates and processes
  • Oversees Professional Services and Support queues as well as audit reviews
  • Develop and manage processes for project hygiene and process with tracking implementation project deliverables, timeline, budget and status as well as identify red accounts
  • Leverage business systems including SFDC and FinancialForce to deliver reliable, scalable and efficient solutions to support services objectives
  • Responsible for managing global Services and Development approved utilization submissions as well as resolving issues, adjustments, projects, etc.
  • Partner with Finance to ensure timely month-end invoicing activities and reconciliation
  • Work with leaders to ensure and improve key policies, processes, and methodologies contributing to the success of the BlackLine customer team are developed, implemented and adhered
  • Serve as subject matter expert (SME) with FinancialForce; train new hires and support existing Services team; SME in other software tools as applicable
  • Develop Services reporting including dashboards, analytics, insights, metrics, etc. to enable maximum efficiency and performance of team as well as present findings and provide actionable insight
  • Gather requirement and document workflow and identify key process and performance metrics improvements
  • Other duties or projects such as ad-hoc reports, financial and capacity models, implementing tools/systems and analysis for monthly and annual forecast adherence models.
Qualifications:
  • Displays the ability to exercise independent judgment and discretion on managing important processes and execution in a global audience
  • Strong team player, results driven, metrics-driven and thrives in fast-paced environment
  • Excellent analytical thinking, problem solving, organizational and time management skill
  • Ability to define and execute creative solutions in a dynamic work environment.
  • Ability to own responsibilities and make high level business decisions with limited supervision
  • Implement management policies or operating practices focusing on large scale impacts to corporate success and efficiencies.
  • Ability to work with a variety of internal stakeholders including Customer Team, Sales, Finance, etc.
  • 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 3+ years of work experience
#LI-JA1
#LI-REMOTE

Customer Team Operations Senior Analyst - 13184

Apply Today