Customer Success Manager, Staff

| Austin
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About Blackbaud:

 

Leading uniquely at the intersection point of technology and social good, Blackbaud provides software, services, expertise, and data intelligence that empowers and connects people to advance the social good movement. We serve the entire social good community, which includes nonprofits, foundation, corporations, education institutions, and the individual change agents who support them. We work with over 35,000 organizations, helping them realize their goals, fund their missions, manage their operations, and develop long-lasting supporter relationships.  Our customers are passionate about making the world a better place, and we’re inspired by the opportunity to help them.

 

 

The Customer Success Manager (CSM) is responsible for bringing best practices and most current trends to customers in verticals such as Cultural, Faith, K-12, Healthcare, Higher Education, as many more.  We help them drive greater business value with Blackbaud solutions through the four pillars of Customer Success:  Adoption, Customer Success, Renewals and Business Support.

Responsibilities:  CSM, Staff

  • Has general working knowledge of the role.
  • Is able to assist lower level folks on basic ‘how to do the job’ items.
  • Requires general directions and guidance.
  • Can engage tactically with customer teams for resolution.  Handles basic and complex issues with external parties; needs guidance on how to turn negative or adversarial situations into positive results for Blackbaud.

Adoption

  • Helping to onboard new customers or new staff members by guiding them on how to leverage support, training and appropriate resources.

 

Success

  • Review metrics and benchmark data, as needed.
  • Deliver industry expertise and communicate to customers about best practices and trends
  • Share new product release details with groups.
  • Generate employee sales leads.
  • Measure and analyze CSAT of customer base by solution, assessing whether action is needed or not.

 

Renewals

  • Work with Renewals team to ensure a seamless renewal process for customers.

 

Business Support

  • Create & maintain all necessary elements of GainSight (Calls to Action, Health Score/Notes, Client Activity, etc.)
  • Help connect customers to the correct account team member (i.e. finance for invoicing and billing issues); work with customer and account team to resolve the dispute.

                                                                                                           
Competencies & Qualifications

  • 1 to 3 years relevant nonprofit or customer success experience                
  • Excellent written and oral communication skills
  • Strong presentation skills and credibility with C-level executives

Why you’ll want to come work here: 

  • Competitive salary (commission/bonus based on type of role), 4 weeks paid time off, great benefits (medical, dental, vision, FSA), 401K match
  • Gift matching, volunteer for vacation program, and endless community involvement opportunities
  • Named to Forbes’ Fast Tech 25 and Fortune’s Change the World List; we are growing and offer incredible opportunity for advancement
  • Tremendous company culture and office perks like onsite gym, free snacks, café, and cutting-edge new headquarters to be completed in 2018
  • Check us out for yourself on The Muse!

 

 

Stay up to date on everything Blackbaud, follow us on Linkedin, Twitter and Facebook.  

 

 

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

 

 

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.

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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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