Do you want to help good take over by driving success in our customer base? Does the idea of a strategic and high impact role excite you?

Blackbaud’s Customer Success Center of Excellence (COE) is currently seeking a Customer Success Manager to support Success Operations.

In this role, you will work closely with internal teams and stakeholders where you will have the responsibility to identify trends in data and seek opportunities to assist with adoption for our solutions and mitigate risk. 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.

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.

Responsibilities

• Manage inbound inquiries and escalated customer issues
• Analyzing data to see trends to report back and take action
• Work closely with internal stakeholders to ensure delivery of best results for customers through the process and structures we have in place in the COE
• Driving continuous improvement of business processes to increase quality and overall satisfaction of our customers
• Build strategic adoption programs, including customer communications and webinar content for 1: many audiences in order to drive adoption and fundraising best practices

Experience and Qualifications

• Opportunities for 1+ years of experience in a customer-facing role
• 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
• Marketo, Gainsight and Salesforce experience a plus
• A strong passion for and orientation towards providing a positive customer experience