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The Client Success Manager (CSM) in this role will bring a wealth of marketing and fundraising expertise to a key segment of Blackbaud customers. The CSM is responsible for bringing Blackbaud's best ideas, innovations, and capabilities to event customers and driving greater business value.
It is the CSM's responsibility to support customer adoption and success across a segment of our small to mid-sized customer base. You will pro-actively develop and share best practices and shared knowledge derived from work with our top tier event clients. This information will be shared with all clients, segmented by perceived client need (i.e. fundraising, events, advocacy, and social media). As a trusted marketing and fundraising advisor and coach, the CSM will serve as the front line customer advocate for underperforming projects and accounts, helping align best practices and Blackbaud resources to reach the customer’s financial goals. Key to this role is being able to inspire and sell the benefit of partnership as well as to create, maintain and protect solid working relationships with other Blackbaud customer facing personnel in the Sales, Marketing and Product Management teams.
The CSM should possess strong technology acumen, expertise in working within a nonprofit structure, as well as excellent account management expertise.
Occasional travel for selected activities will be required including travel to: customer locations, local user groups, user conferences, and marketing events.
Responsibilities:
Establish and oversee the From One-to-Many Program, focusing on developing and delivering tools and strategies that continually drive incremental value and return on the customer's investment.
Serve as an internal customer advocate for driving product and platform functionality integral to the customer's success; acting as the first line of defense for immediate challenges and concerns
Derive and disseminate marketing and fundraising best practices that help drive customer adoption of Blackbaud services through effective use of webinars, white papers and other existing thought leadership forums.
Work together with product marketing to identify and develop fundraising tools, kits and products that can ensure that all customers derive maximum value from their investment in Sphere.
Understand customer requirements, level of adoption of the Blackbaud service and proactively manage “at-risk” projects.
Facilitate the development of a vertical industry community (User’s Group) and a similar size community of like Blackbaud customers, routinely sharing best practices and leveraging lessons learned.
Identify deliverables that have potential sales value and grow opportunities within territory and collaborate with sales teams to ensure growth attainment.
Participate in field marketing events within region.
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* Possess a comprehensive understanding of the Blackbaud products, specifically our Friends asking Friends offering and/or like platform.
* Minimum of 5 years relevant nonprofit work experience with at least 1 year experience in a management consulting firm preferred.
* Deep experience in one or more vertical industries within the Not For Profit community including event management.
* Deep marketing and fundraising experience including internet marketing strategies.
* Proven experience in managing large, complex projects.
* Excellent written and oral communication skills.
* Possess strong presentation skills and credibility with C-level executives.
* BA/BS degree.
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