Client Success Manager

Key Responsibilities

• Renew customers service contracts through our distribution networks, preparing renewal quotes and following through to completion.
• Effectively manage account renewal negotiations including creating appropriate quotations, resulting in the completion of greater than 90% of renewals within the designated quarter.
• Establish productive professional relationships with key personnel in assigned customer accounts, ensuring long term client retention and growth.
• Identify and drive growth opportunities inside accounts, working with sales management to work as a team and help drive results.
• Plan and execute annual, quarterly and other types of business reviews to ensure customers are deriving optimum value from their Blackline solution and use their ability to effectively prepare, and deliver these messages to client accounts. This includes consistently demonstrating an understanding of the audience within the client account.
• Demonstration of the ability to consistently apply techniques to engage, grow and handle issues related to assigned customer accounts, of different sizes/complexity, to meet corporate, team and individual performance objectives.
• Interpret customer concerns and mobilize the necessary internal resources in such a way that not only customer satisfaction is assured but our product offering is continuously improving.
• Understanding of the company’s product catalog, their application within customer accounts and comfort in consistently communicating the benefits of the different features of the product.
• Develop customer account plans and to consistently apply project management principles, including collaboration with other Blackline teams and distribution partners, to fulfill account management tasks or other specially assigned projects.
• Work as an ambassador to help clients realize the full benefit of available Blackline products and services.
• Provide feedback to product management team on long term trends that may affect customer satisfaction or retention.
• Actively look for ways to improve process efficiencies and effectiveness.
• Other duties as assigned.