Customer Journey Architect, Senior

Blackbaud is hiring a Customer Journey Architect, Senior to join our Customer Success team. In your role as a Customer Journey Architect you will be responsible for designing and implementing strategies to ensure customer satisfaction and loyalty. Blackbaud is committed to ensuring customers have a positive experience with the our products or services, and that they are successful in using them to achieve their outcomes. The Customer Journey Architect is a highly strategic position designed to provide unparalleled value to our customers by aligning our platform with their unique business objectives and driving long-term success.

What you’ll do

▪Consultative Relationships : Build strong, consultative relationships with key customers and internal stakeholders serving as a trusted advisor

▪DevSecOps Expertise : Leverage deep understanding of DevSecOps best practices, industry trends, and our software capabilities to help customers navigate complex challenges and achieve desired outcomes.(not mandatory)

▪Customer Journey Design : Map and optimize the customer journey, focusing on key touchpoints like onboarding, adoption, and expansion.

▪Problem Solving : Identify and resolve technical issues, ensuring a smooth customer experience.

▪Communication : Effectively communicate technical information to both technical and non-technical audiences.

▪Cross-functional Collaboration : Act as liaisons between the customer and the Blackbaud ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others.

▪Data Analysis : Track customer success metrics and use data to identify areas for improvement.

▪Knowledge Maintenance : Remain knowledgeable and up-to-date on Blackbaud releases.

▪Training and Enablement : Provide training and resources to help customers effectively use the product.

▪Customer Advocacy : Work to cultivate customer advocacy and loyalty.

Key Skills

▪Technical Proficiency : Strong understanding of relevant technologies and platforms, including DevSecOps best practices.

▪Communication and Interpersonal Skills : Ability to effectively communicate with both technical and non-technical audiences, build relationships, and influence stakeholders.

▪Problem-Solving Skills : Ability to identify, analyze, and resolve complex technical issues.

▪Project Management Skills : Ability to manage multiple projects, set expectations, and ensure timely delivery of deliverables.

▪Analytical Skills : Ability to analyze data, identify trends, and use insights to improve customer experience.

▪Customer Focus : Strong understanding of customer needs and the ability to tailor solutions to meet those needs.

▪Adaptability : Ability to learn quickly, adapt to changing circumstances, and thrive in a fast-paced startup environment.

▪Passion for Customer Success : Driven by the desire to help customers achieve their goals and build lasting relationships.

Qualifications

▪3-5 years’ experience in Customer Success, Program Management or a related role

▪Strong experience in engaging with and delivering value to customers and internal stakeholders

▪Demonstrated ability to design, implement and scale executive focused programs with measurable results

▪Exceptional written and verbal communication skills

▪Experience defining success metrics and analyzing program performance

▪Ability to work cross functionally to align teams

▪A passion for understanding customer needs and driving business outcomes

Blackbaud is a digital-first company which embraces a flexible remote or hybrid work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!