Barbara Gill Email and Phone Number

I was included in a Blackbaud workforce reduction while fulfilling this role. As a CS Enablement Program Manager for K-12 education, my objective was to engage and educate new and existing customers by leading 1:many programs to ensure the adoption of Blackbaud solutions and services from onboarding to renewal by:> Fulfilling objectives of the external enablement team that achieved an 8.6% higher renewal rate from customers who consumed enablement content, engaged 73% of customers, and contributed 58% of qualified references across the company.> Launching Blackbaud's first customer enablement program for the Education Management Solutions at scale.> Planning, executing, and delivering webinars using my deep understanding of customer needs and product roadmaps to inform content on solution functionality and features, best practices, and thought leadership.> Leveraging Gainsight and ON24 data insights to guide content topics and delivery time-frames to support customer goals and outcomes.> Creating a programming roadmap to optimize efficiency.> Partnering with SMEs, success teams, product, marketing, training, and services to identify presentation opportunities.> Analyzing customer feedback to drive the evolution of my program.> Raising the voice of the customer to internal teams to ensure visibility.> Aspiring to and working toward subject matter expertise in the seven products within the Education Management Solutions.

As a CSM partnering with non-profit K-12 schools, my primary objective was to ensure my enterprise customers with individual ARR of $100-250K (book of accounts total ARR of $13M) achieve their desired outcomes and optimal value-added experience with their Blackbaud solutions and services by:> Serving as primary post-sales point of contact for 70 customers.> Establishing a trusted, strategic and proactive advisor and advocate 1:1 and 1:many partnership with each account.> Leveraging vast solution and industry knowledge and a deep understanding of my customers. Blackbaud's K-12 customers own and engage with an extensive menu of academic, enrollment, financial, fundraising and tuition solutions.> Fulfilling defined, measurable and verifiable outcomes with a goal of improving adoption, health, and retention, as well as discovering sales and Blackbaud advocacy opportunities. >>> Achieved a 94% retention rate during a period with two price increases and a security incident. >>> Exceeded 70% proactive outreach, while providing reactive response within 48 hours. >>> Created, maintained, and updated success plans for 100% of my customers. >>> Established, maintained, and updated a health score for 100% of my customers.> Acting as a customer advocate, and raising the voice of the customer and success stories to leadership.> Managing sensitive and escalated situations to drive customer satisfaction.> Collaborating with sales, renewals, product, support, marketing, and education to enhance the customer journey.> Contributing to process improvement.