Customer Success Manager

Company: Blackbaud
Location: Charleston
Posted on: January 16, 2020

Job Description:

About Blackbaud: At Blackbaud, were here to help good take over. We lead uniquely at the intersection point of technology and social good, providing cloud software, services, expertise, and data intelligence that empowers and connects people to drive impact for social good. We serve the entire social good community, which includes nonprofits, higher education institutions, K-12 schools, healthcare organizations, faith communities, arts and cultural organizations, foundations, companies, and the individual change agents who support them. With millions of users in 100+ countries, our vision is to power an Ecosystem of Good that builds a better world. Our customers are passionate about making the world a better place, and were inspired by the opportunity to help them raise resources, deliver programs, manage operations, and understand their outcomes. The Customer Success Manager (CSM) is responsible for bringing best practices and most current trends to customers through the development of a 1: many tech touch program, helping them drive greater business value with Blackbaud solutions through the four pillars of Customer Success: Adoption, Customer Success, Renewals and Business Support. Responsibilities: CSM, Senior Responsible for building 1:many customer adoption programs that can scale across segments and products Responsible for building the tech touch strategy to communicate and engage with large segments of customers Ability to create new programs that excited and engage customers and leverage various communication channels: email, direct mail, calling, digital ads, and in product notifications Serves as a lead on Gainsight strategy to create trigger based tech touch programs Demonstrates exceptional skills in communicating with executives and senior managers. - Rapidly identifies the significance of information and insightfully determines strategic action. - Develops outstanding strategic ongoing customer relationships gaining trust and respect for the company. - Handles professionally even the most difficult or sensitive situations with external parties, turning negative or adversarial situations into positive results for Blackbaud. - Serves as a go to for less experienced CSMs, providing mentoring and guidance. Adoption - Onboard new customers, ensuring that the customer understands how to contact and leverage support and training - Repeat onboarding with any upgrade/new release with a major version change, or within 30 days of employee turnover within the account. Success - Develop and manage success plans in partnership with account team. - Generate employee sales leads within the installed base. Renewals - Builds a tech touch program to ensure a seamless renewal process for all customers Business Support - Create & maintain (green/yellow/red) Health score for customers, based on data related to behavior (number and frequency of support cases, CSM interactions, on-time payments, product issues, training attendance, usage levels). Competencies & Qualifications Ability to work in a matrixed environment Excellent written and oral communication skills Skilled at creating power point decks to communicate throughout a matrixed environment - Exudes confidence and instills confidence in others - Experience and success in fostering open communication & candid discussions at all levels of the organization, even on highly sensitive topics - The ability to think globally and incisively, taking a broad view of all variables that could impact future success - Bachelor's degree from an accredited college or universityor equivalent experience - Minimum of 5 years relevant nonprofit or customer success experience - Strong presentation skills and credibility with C-level executives Why you'll want to come work here: - Our benefits are unmatched. Not only do we offer competitive salaries, 4 weeks paid time off, tuition reimbursement, and 401K match, we also provide endless community involvement opportunities to encourage our employees to give back, through our CSR programs like gift matching and volunteer for vacation. - Blackbaud has been named to Forbes America's Best Employers for Diversity 2019, Forbes Americas Best Midsize Employer 2019, and **********'s Top Companies for Women Technologists 2018, we are rapidly growing and offer incredible opportunity for career advancement! - We understand that people thrive in a culture focused on teamwork and purpose. That's why Blackbaud offers a tremendous company culture, encouraging open, collaborative working environments in all of our offices around the world, including; North America, Australia, the United Kingdom and Costa Rica. - We have proven that we are one of the best technology companies to work for. Blackbaud has been ranked Best Technology Company in Charleston, SC for the fourth year in a row, and ranked by BuiltIn Austin as one of the Best Places to Work in Austin, TX. Stay up to date on everything Blackbaud, follow us on Linkedin, Twitter, Instagram, Facebook and YouTube 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.

Keywords: Blackbaud, Charleston , Customer Success Manager, Executive , Charleston, South Carolina