Customer Team Operations Senior Analyst

Get to Know Us:
It's fun to work in a company where people truly believe in what they're doing!
At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications.
Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.
Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.
Work, Play and Grow at BlackLine!
Make Your Mark:
The Customer Team Operations Senior Analyst will be responsible for enforcing and improving the operations, processes, tools, metrics and reporting to ensure consistency and maximum efficiency of Customer Team, with primary focus on Professional Services team. We are looking for someone who is an independent self-starter, a great communicator, and someone who thrives in a dynamic fast-paced environment.
You'll Get To:

• 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

• Job Description

• 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.

What You'll Bring:

• 3+ years of work experience

• BS/BA degree

• Proficiency in Microsoft Office and strong knowledge of Excel ( vLookup , pivot tables, charts)

• Project management tools

• Salesforce

• 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

We're Even More Excited If You Have:
Ability to follow professional and legal protocols when working with personal information that is sensitive or confidential

• Ability to thrive in a fast paced and fluid environment
• Capacity to manage and prioritize multiple requests with minimal supervision
• Experience meeting tight deadlines where data accuracy is critical
• Experience performing data audits and reconciliations
• Ability to present complicated data in a manner which can be easily consumed
• Strong written and verbal communication skills with ability to collaborate at all levels of the organization
• Strong analytical, mathematical, and creative problem-solving skills
• Keen attention to detail
• Highly self-motivated, able to work independently and perform under tight deadlines
• Desire to learn and grow

Thrive at BlackLine Because You Are Joining:

• 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, 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.