Manager, Customer Experience - BlackLine
Los Angeles, CA 91367
About the Job
The Operations & Engagement team delivers significant initiatives focused around increasing our customer’s overall experience with Blackline. This team focuses heavily on cross-organizational coordination that is backed with a foundation on data driven insights. Ultimately, all our initiatives are related to building capabilities, assets, and tools to better serve our customers.
The Manager of Customer Experience role will manage ourBlackLine Voice of the Customer (VOC) program. The VOC program bringsactionable customer, partner and employeeinsightsinto our customer journey touchpoints to help ensure we deliver highly reliable, high-quality experiences at these key moments. This roleensuresthat opportunities to gain experience insights are created, delivered, measured and reported in a way that will help BlackLine leaders lead innovation/improvement initiatives based on thefeedback and insight.
The Manager of Customer Experience will ownthe Voice of the Customer ‘Center of Excellence’ and its alignment with and support of customer journey optimization using a data-driven approach. This person will be a dynamic and resourceful leader who will further the execution of a multi-year strategy to realize BlackLine’s vision of creating personalized and engaging experiences that customers will want to experience again and again.
You'll Get To::- Lead the ‘Voice of the Customer Center of Excellence’ that will actively engage with BlackLine stakeholders to ensure the creation and delivery of high-value and insightful customer feedback and insight, and, where necessary, use that feedback to guide those leaders in experience improvements.
- Work closely with other leaders across the BlackLine Customer (Success, Services, Support, Education), Partner, Marketing, Sales and Product & Technology organizations to drive the adoption of our Voice of the Customer program and its systems as part of the BlackLine customer experience ecosystem.
- Leverage their deep expertise in VOC/XM platforms to ensure the ongoing improvement, integrations and successful company-wide adoption of our Qualtrics Experience Management platform and mobile experience.
- Define and drive the adoption of the VOC standards into BlackLine, aligning approaches, developing leading practices, leveraging systems and resources, and maximizing value of the XM platform.
- Identify gaps in CX measurement and provide recommendations to measure CX across the complete customer journey to maximize new user onboarding, account expansion and retention.
- Continually prioritize and manage a portfolio of CX insight initiatives and lead the initiatives such that they are actioned and realized in the timeframes required.
- Design and own the process of integrating operational data (e.g., service telemetry) to create linkages to VoC data and insights.
- Facilitate the creation, delivery and distribution of Experience insights, key metrics and KPIs (e.g. CSAT, NPS, Effort Score) that will be used to plan for and implement improvements in order to optimize the customers experience and BlackLines outcomes.
- Build and lead a small team of Experience data analysts who are charged with identifying opportunities to improve customer experiences.
- Work closely with IT Business partners to ensure the realization of experience feedback mechanisms within the Experience Management platform to defined requirements.
Years of Experience in Related Field:
- 5+ years of experience in developing, championing and implementing customer experience strategies that enable VOC programs to be successful
- 2+ years of people management and/or leading cross-organizational projects
- 5+ years of experience in SaaS enterprise software
Education: Bachelor’s degree in consumer behavior, data analytics, business, or related field. Acceptable substitutions in lieu of a degree: 8 years of experience as determined by the employer
Technical/Specialized Knowledge, Skills, and Abilities:
- Has a proven track record of delivering successful customer experience initiatives, andis able to show an inspiring portfolio representing the great experiences you have helped to improve or build from those strategies, along with the impact on your customers.
- Strong understanding of defining and capturing CX metrics including CSAT, Effort Score and NPS with ability to analyze, and frame actionable insightsfor multiple teams across the organization.
- Well-developed understanding of both the theory and practice of customer experience, customer behavior and the why behind it.
- Deeply passionate about customers and creating positive customer experiences
- Experience in building and leading a team of CX Business analysts and managing their work and processes.
- Excellent problem solver, with a data-driven approach to addressing business opportunities & challenges
- Exceptionally strong critical thinking, analytical, problem-solving and project management skills
- Demonstrated ability to deliver results to the appropriate quality and timeline metrics, balancing the desire to move forward quickly with the patience to manage the competing priorities of a complex stakeholder environment.
- Deep expertise in working with VoC platforms (e.g., Qualtrics) to build and optimizeVoC programs. Ability to go deep into the details of the VOC platform as warranted. This role is critically both a planner and a “doer”
- Eagerness to stay up on the latest technology trends and aptitude to implement and drive change to get to and maintain best-in-class VoC standing
- Stellar work ethic and history of being a self-starter. Strong ownership mentality with exceptional resourcefulness and drive for results
- Comfortable working in an Agile IT environment with its development techniques and tools
- Routinely exercise independent judgment in developing methods, techniques and criteria for achieving objectives
- Demonstrated ability to prepare clear, concise and persuasive communications for multiple audiences and multiple levels, including demonstrating effective writing and presentation skills, active listening skills and projecting a credible image
- Deep Experience with Customer Experience Platforms is preferred (Qualtrics given high preference)
- Experience working within a customer journey process improvement is preferred
- A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation!
- A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
- A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.
BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.
BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 2 days a week.
Salary Range::USD $119,000.00 - USD $159,000.00