Principal Systems Manager

About the job

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:

Blackline is looking for an innovative Principal Systems Manager – Digital Experiences to join our Customer Experience team from our Bangalore location. We are driving a transformation journey to provide new and innovative digital experiences that that deepen our relationships with our customers and improve advocacy and loyalty in their journey with BlackLine. This role is an immediate, direct employee, full-time position.In this role, you will be the responsible systems manager in support of our ever-growing Digital Experience ecosystem which includes: the BlackLine Community (Salesforce Experience Cloud), Coveo, and Qualtrics XM, as well as their integrations and optimization within a broader customer-facing ecosystem. This ecosystem is inclusive of Salesforce Service Cloud, Docebo (LMS), Zoomin (Documentation) and Bevy (customer event management.) All of these elements will come together to deliver our Customer Engagement Hub concept.This hub will deliver digital-first opportunities for our customers, partners and users to engage with digital experiences and solutions that help to optimize and transform their Finance and Accounting processes with the Blackline platform. Your role will include the day-to-day management of the primary platforms in this ecosystem, as well as driving and improving AI/ML-enabled experiences within the platform. You will also engage with our Go-to-Market Operations and IT organization to ensure alignment with the technology initiatives driving the evolution of our entire Customer-facing ecosystem.

You’ll Get To:

• Manage the Blackline User Community Platform (Salesforce Experience Cloud) sandbox and production environments, including delivering periodic improvements and updates, being on point for QA, and assisting with major bug fixes during the production launch phase for each release. Be primary liaison with platform vendor for technical discussions, releases, testing, and potential platform impacts.
• Partner with our community platform provider, GTM Ops, and IT on enhancements needed to deliver a highly engaging customer experience, and ensure our needs are scoped, prioritized and delivered. Stay ahead of platform vendor innovations and updates to improve overall experience in each platform. Be the primary liaison with platform vendor for technical discussions, releases, testing, and potential platform impacts.
• Be the core systems resource for the delivery and ongoing management of the Coveo relevancy engine system and its integrations into Salesforce ecosystem (both experience cloud and service cloud). Work closely with vendor and system integrator resources, as well as IT and GTM Ops resources to help shape and drive delivery of functional capabilities and to deliver value in an iterative way focusing on continually improved minimally viable experiences.
• Facilitate the creation, delivery and distribution of user insight key metrics and KPIs that measure utilization, effectiveness, and value of the hub-delivered digital experiences to customers and BlackLine, and use to plan for and implement improvements that will optimize the environment.
• Engage in the planning process for new features and updates that will drive new and differentiating engagement approaches in the Customer Engagement Hub, and drive the changes that are necessary to deliver the new capabilities leveraging GTM Ops and IT resources as required.
• Collaborate with other CX team members and marketing to create a more personalized experience for our members.
• Leverage your knowledge of Python and API frameworks to integrate new components between the Community system and other components of the Customer Engagement Hub (documentation, training, etc)
• Leverage your knowledge of HTML design and development to drive and implement the look and feel of new platform capabilities.

What You’ll Bring:

Years of Experience in Related Field: 8 years

Education: BS degree in Computer Science or related technical field, or equivalent practical experience.

Technical/Specialized Knowledge, Skills, and Abilities:

• Experience with Salesforce Experience Cloud or similar Digital Experience platform as systems manager or similar role or similar role
• Experience with Coveo Unified search highly desirable
• Experience with Single sign-on implementations (Okta preferred)
• Experience using REST APIs and/or Workato integrations
• Experience with Salesforce platform integrations
• 3+ years in JavaScript, HTML, and CSS experience, including developing, deploying, and supporting commercial web applications.

We’re Even More Excited If You Have: Other:

• Knowledge of and interest in current and emerging trends of Customer portals and community platforms
• Experience defining and capturing user requirements and transforming them into a solution concept roadmap.
• Strong product and design sensibilities. You enjoy perfecting the details that matter.
• Should have high energy and possess courage, creativity and perseverance, and express the appropriate sense of urgency.
• A solid background in encouraging a culture of continuous delivery and agile development
• Familiar with WCAG/ARIA and how to deliver experiences based on these guidelines.
• Knowledge and interest of current and emerging trends of Digital experience creation and delivery.
• Experience with building observability into applications to track usage and health.
• Experience working closely with product management and UX teams to deliver the best solution to the problem at hand.
• Excellent communication and teamwork skills – you are pragmatic and know how to build trust.

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.