Adoption & Digital Transformation Lead

BlackLine; Los Angeles (CA); On-site; USD 142,000 - 178,000; Full time

Job summary

BlackLine is seeking a Principal Customer Adoption Expert (ACE) to lead adoption and optimization for customers, partnering with Customer Success and Account teams to drive expansion while reducing churn. You will translate complex processes into actionable BlackLine solutions and guide customers through digital transformation.

You will leverage deep product expertise and process optimization know-how to deliver strategic use cases, create thought leadership, and mentor colleagues across

Qualifications

• 8+ years of combined experience in accounting, auditing, process optimization, internal controls, financial analysis, invoice-to-cash, or intercompany operations.
• 5+ years of experience in at least two of the following domains: accounting, invoice-to-cash, intercompany operations, or consolidations.
• 6+ years of customer-facing experience (internal or external).
• 3+ years of hands‑on BlackLine experience.
• Education: Bachelor’s degree in Accounting, Economics, Information Systems, or Business Administration.

Responsibilities

• Partner with Customer Success Managers and Account Managers on adoption strategies that can also lead to ACV expansion and customer reference ability while mitigating churn.
• Motivate customers to pursue digital transformation by articulating the value and benefits of optimized solutions.
• Listen to customers to understand their needs and translate business challenges into actionable BlackLine solutions.
• Ensure customers are aware of all complimentary and billable services available to support their journey.
• Deliver product expertise and optimization solutions to customers through strategic use cases and video adoption campaigns.
• Analyze and document customer processes, even when undefined, to develop tailored optimization solutions based on leading practices.
• Design original, innovative solutions for complex customer challenges where no standard solution currently exists.
• Provide consultative guidance as customers pursue digital transformation, ensuring they realize the full value of the platform.
• Maintain and elevate expert-level knowledge of BlackLine products, process optimization, accounting, internal controls, and other relevant domains.
• Develop and deliver thought leadership to customers through how-to videos, webinars, and other one-to-many events.
• Document process optimization use cases for internal use and knowledge sharing across BlackLine.
• Provide coaching, mentoring, and guidance to colleagues on complex process optimizations.Perform other duties as assigned.

Skills

Strong interpersonal skills

Strategic planning

Problem solving in ambiguity

Active listening

Communication skills

Process optimization mindset

Presentation skills

Education

Bachelor's degree in Accounting, Economics, Information Systems, or Business Administration

Tools

BlackLine

Job description

BlackLine is seeking a Principal Customer Adoption Expert (ACE) to lead adoption and optimization for customers, partnering with Customer Success and Account teams to drive expansion while reducing churn. You will translate complex processes into actionable BlackLine solutions and guide customers through digital transformation.

You will leverage deep product expertise and process optimization know-how to deliver strategic use cases, create thought leadership, and mentor colleagues across