Principal Customer Success Manager, Non Profit Organizations

What You’ll Do

• Drive Platform Adoption and Retention: Act as the strategic leader for assigned accounts, making sure Blackbaud products are successfully adopted and used to meet client business goals and support client retention.
• Develop Customer Success Plans: Work with clients to create complete success plans that list important goals and the methods to reach them.
• Strategic Communication: Set up a regular communication schedule (weekly, monthly, quarterly) made for client needs, and lead meetings to review progress, share important ideas, and agree on what to do next.
• Trusted Customer Advocate: Become a trusted advisor by using empathy, critical thinking, expert knowledge, and active listening to understand client needs and give custom solutions.
• Collaborate Cross-Functionally: Partner with Sales, Marketing, Professional Services, Product, Operations, and Support to fix problems, manage escalations, and share client feedback that helps product development and process improvements.
• Monitor Key Performance Metrics: Track and report how clients are meeting key performance indicators (KPIs), giving ideas both inside the company and to customer contacts.
• Support and Training Identification: Work with the Training team to find extra training chances for the client that improve product knowledge and use.
• Champion the Customer’s Voice: Act as the customer’s supporter, sharing important ideas and feedback from customers with the internal Blackbaud organization.
• Continuous Learning and Adaptation: Keep up-to-date knowledge of Blackbaud's current and upcoming products and use feedback to make customer interactions better.

What You’ll Bring

• Seven or more years of experience working in or with the social impact sector, which includes non-profits and foundations.
• Hands-on experience working with Blackbaud solutions and services, with skill in Blackbaud Raiser’s Edge NXT and Blackbaud Luminate.
• Skilled at taking part in consultative technical talks and giving light technical solutions. Experience with CRMs (like Salesforce) and CSPs (like Gainsight) is helpful.
• Strong written and spoken communication skills with the ability to have strategic talks and give clear, respectful, and value-focused messages.
• Proven ability to understand customer needs, expect problems, and respond quickly to give excellent service.
• Ability to look closely at complex problems, think logically, and make sound business decisions that help both Blackbaud and the customer.
• Proven skills in managing multiple projects and priorities, meeting deadlines, and keeping a high level of productivity.
• Strong people skills, showing empathy, tact, and diplomacy in managing client relationships and supporting coworkers.
• Comfort working in a fast-paced, changing setting with a proactive attitude to adjust to changing client and business needs.
• Experience using analysis, reports, and trends to measure success, improve client results, and make product use better.
• A clear desire to grow professionally, keep learning, and set personal goals that match team success.
• Willingness to travel up to 10% as needed.

Location

• Remote-first company.

Benefits

• Medical, dental, and vision insurance.
• Remote-first workforce.
• 401(k) program with employer match.
• Flexible paid time off.
• Generous Parental Leave.
• Volunteer for vacation.
• Chances to connect to build community and belonging.
• Pet insurance, legal, and identity protection.
• Tuition reimbursement program.

How to Apply

Stay up to date on everything Blackbaud, follow us on Linkedin, Twitter, Instagram, Facebook, and YouTube. Blackbaud is a remote-first company which supports a flexible remote work culture. Blackbaud supports hiring and career development for all roles from the location you are in today! Blackbaud is proud to be an equal opportunity employer and is committed to keeping a varied 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. A notice to candidates: Recruitment Fraudulent Alert: Your personal information and online safety as a candidate mean a lot to us! At Blackbaud and our portfolio of companies, recruiters only direct candidates to apply through our official careers page at https://careers.blackbaud.com/us/en or our official LinkedIn page. Recruiters will never ask for payments, ask for financial account information or sensitive information like social security numbers, or conduct interviews via Skype. Anyone suggesting otherwise is not a representative of Blackbaud. If you are unsure if a message is from Blackbaud, please email [email protected].

Category

Customer Service