Sr Manager, CS Knowledge Engineer

Senior Manager, Value & Impact Management

Global Customer Support

Role Overview

As Senior Manager, Value & Impact Management, you will play a critical leadership role in advancing Blackbaud’sAI‑first,digital‑ledCustomer Support strategy. Operating within a highly matrixed environment, this role requires strong strategic thinking, systems leadership, and closecross‑functionalpartnership with Product, IT, Engineering, and Data & Intelligence to scale modern support capabilities across people, platforms, and AI.

Reporting to the VP, Head of Global Customer Support, you will be accountable for theday‑to‑dayexecution andlong‑termevolution of four tightly connected domains: Digital Support Experience, Enablement & Readiness, GenAI and Agentic AI capabilities, and Knowledge as foundational infrastructure. Together, these domains form the intelligence and execution layer that enables Customer Support tooperatepredictively, consistently, and at scale.

This roleestablishesKnowledge as foundational infrastructure,not content,serving as thesingle sourceof truth and intelligence backbone for Customer Support. Knowledge quality, structure, and retrieval performancedirectly definethe effectiveness of GenAI and Agentic AI systems, ensuring both human agents and autonomous workflows are grounded in trusted, explainable intelligence.

As Blackbaud continues its shift towardproactive, predictive, and increasingly autonomous support, you will help shape the operating model, governance, and learning loops that connect knowledge, training, digital experience, and AI into a cohesive system,driving measurable improvements in agent effectiveness, customer effort, time to value, and trust.

Success in Role

Success in this role will be defined by the ability totransform knowledge, training, digital experience, and AI agents into a unified intelligence layer for Customer Support. By embeddingGenAI, Agentic AI, automation, and continuous learning loopsinto the foundation of support operations, you will enable both human agents and AI systems tooperatewith greater speed, accuracy, and confidence.

Through this integrated,AI‑firstoperating model, you willincrease agent effectiveness, accelerate time to resolution, reduce customer effort, and strengthen customer confidence, directly advancing Blackbaud’s mission to deliver acustomer‑centric, intelligent, andAI‑poweredsupport experience.

Key Responsibilities

• Provide strategic and operational leadership for a multidisciplinary team spanning Digital Support Experience, Enablement & Readiness, Knowledge, and AI enablement.

• Support the definition and maturation of anAI‑first,agent‑ledsupportoperatingmodel, clarifying how human agents, AI copilots, and autonomous agents work together across the support lifecycle.

• Build a strong, engaged, andfuture‑readyteam capable of operating in adata‑driven, digitally enabled, andAI‑augmentedenvironment.

• Recruit, develop, andretaintalent with capabilities across knowledge systems, AI enablement, digital experience, and change leadership.

• Lead the evolution of thedigital support experience, ensuring a cohesive and connected omnichannel journey acrossself‑serviceandassistedsupport.

• Design and scale digital experiences thatleverageknowledge and AI to deliver contextualizednext‑bestactions, proactive guidance, and consistent outcomes.

• Partner with Product, IT, and CS Operations to ensure digital touchpoints are integrated with agent and AI workflows.

• Design and scaletargeted,workflow‑specifictraining and readiness programsthat support agents at scale.

• Tie enablement efforts directly to performance signals, knowledge quality, and customer demand patterns.

• Establish learning loops that translate operational insights into improved readiness, coaching, and skill development.

• AdvanceGenAI and Agentic AI capabilitiesthat augment and progressively automate support work, including:

• Intelligent triage and routing

• Real‑timeagent guidance and decision support

• Summarization and documentation

• Knowledge creation and improvement

• Proactive andpreemptivecustomer engagement

• Partner with CS Operations and Corporate IT to support theautomation and tooling strategythat enables secure, scalable, and governed AI adoption.

• Help define metrics and feedback mechanisms to measure AI effectiveness, trust, and operational impact.

• Lead the evolution of amodern Knowledge Management ecosystem, with KCS practices providing the operating discipline to keep knowledgeaccurate, reusable, and continuously improving.

• Ensure knowledge is structured and governed to support:

• Retrieval‑augmentedgeneration (RAG)

• AI reasoning and decision support

• Consistent execution across human and AI agents

• Treat knowledge quality and retrieval performance asfirst‑orderdrivers of AI effectiveness and customer outcomes.

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• Operate as adelegated representative of Customer Support leadershipincross‑functionalforums, ensuring priorities, decisions, and execution remain aligned with the broader Support strategy and direction.

• Contribute to the establishment and execution of governance frameworks that ensure digital, knowledge, and AI capabilities aresecure, compliant, ethical, andenterprise‑ready, escalating decisions asappropriate.

• Partner closely with Product, R&D, IT, Data & Intelligence, Marketing, Services, Customer Success, Sales, Sustained Engineering, and Legal todrive alignment, coordinate execution, and resolve dependencieson behalf of the Support organization.

• Act as achange leader and trusted voice for Customer Support, advancing digital transformation and AI maturity through influence, collaboration, and disciplined execution rather than unilateral authority.

Education & Experience

• 10+ years of experiencein Customer Support, Customer Success, or Services organizations, with3+ years inpeople‑managementroles.

• Experience leadingdigital transformation,AI‑enabledinitiatives, orplatform‑scaleoperational changein a complex SaaS or enterprise software environment.

• Demonstrated ability to design and scaleknowledge systems, training models, or digital experiencesthat drive measurable outcomes.

• Strong understanding of how knowledge, training, and digital workflows enableGenAI, Agentic AI, and automation at scale.

• Proven successoperatingin highly matrixed organizations and influencing across functions without direct authority.

• Data‑driven,systems‑orientedleader witha track recordof translating strategy into operational results.

• A relevant undergraduate degree or equivalent professional experiencerequired.

Role willworkUS hours to align to the support organization team.

Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.