Manager, Customer Experience

​The Manager of Customer Experience role will manage our BlackLine Voice of the Customer (VOC) program.  The VOC program brings actionable customer, partner and employee insights into our customer journey touchpoints to help ensure we deliver highly reliable, high-quality experiences at these key moments. This role ensures that 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 the feedback and insight.    

​The Manager of Customer Experience will own the 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.

USD $112,000.00 – USD $149,000.00