Customer Success Adoption Program Specialist - K-12 and Higher Education

| Austin
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Do you want to help good take over by driving success in our K-12 and Higher Ed customer base? Does the idea of a strategic and high impact role excite you?

Blackbaud’s Customer Success Onboarding & Adoption team is currently seeking a Customer Success Adoption Program Specialist to support the creation of 1:Many adoption program content for our K-12 and Higher Education customers.

In this role, you will work closely with internal teams and stakeholders where you will have the responsibility to identify key priority areas to help our customers adopt their solutions and get up and running to achieve early wins. It is an incredible opportunity to demonstrate your customer-centric focus with a cross-functional collaboration and have a direct impact on the success of our customers as they onboard and adopt their solution moving through the customer lifecycle. A major focus of the role will be on content creation, webinar programming, and analyzing and reporting out on adoption results to leadership.

Ideally you are highly driven and results-oriented, who can balance the art of execution and tying it back to strategy. We’re looking for someone who is resourceful and has had proven success in keeping the customer in mind and driving towards successful outcomes. Ideally you have product experience and a proven understanding of Blackbaud’s K-12 and Higher Education solutions.

Responsibilities

  • Build strategic adoption programs, including customer communications and webinar content for 1: many audiences in order to drive adoption of K-12 and Higher Education products
  • Thinks creatively about how to build tech touch and personalized programs to spur user adoption and empower customers to achieve their business outcomes
  • Collaborate closely with other Customer Success Managers and Vertical Leaders to use data to identify top adoption priorities for customers and scale key programs accordingly in key priority areas ( ex. At Risk customers, New Customers, Seasonality Trends for Customer Pains)
  • Develop ways to identify, celebrate and capitalize on customer’s progress as they achieve outcomes
  • Assist with onboarding of new customers as needed in K-12 and Higher Education vertical
  • Drive continuous improvement of business processes to increase quality and overall satisfaction of our customers

Experience and Qualifications

  • Opportunities for 3+ years of experience in a customer-facing role, including program development and content creation
  • Demonstrated ability to effectively and quickly build relationships, establish credibility, respect, and confidence
  • Outstanding communication skills and the ability to influence others
  • Program or Project Management experience or demonstrated ability to multi-task in a fast-paced environment
  • Ability to develop creative solutions, create detailed plans, and execute them successfully
  • Gainsight and Salesforce experience a plus
  • A strong passion for and orientation towards providing a positive customer experience
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Location

Located in the Domain area, just steps from the Metro station and access to all that Austin has to offer!

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