Customer Success Manager, Senior
Current➢Work closely and develop strong relationships with key customer stakeholders, executive sponsors, and High-Value Accounts to ensure Blackbaud’s most important customers are meeting strategic goals via Blackbaud’s Enterprise-Wide Solutions. ➢Host Quarterly Executive Business reviews to ensure that customers are meeting their objectives and getting great value out of Blackbaud’s products. Collaborate with customers to provide change management and process improvement recommendations. ➢Serve as the primary point of escalation for customer issues and act as an advocate for customers to deliver product improvements that will support the key mission. Manage customer accounts valued at over $8 million and maintain a 95-98% gross retention rate. ➢Use data-driven metrics to identify customers who were not using applications optimally and recommend training and additional support when appropriate and necessary. Lead high profile and jeopardy accounts as the key, client-facing member. ➢Meticulously review client business practices to ensure efficiency. Recommend best practices to effectively meet business needs. ➢Coordinate with the Support team to ensure timely resolution to issues and maintain adherence to Service Level Agreements (SLA).
