Teams at Blackbaud

Leads approximately 90-day recovery engagements for high-risk or stalled SaaS customers. Diagnoses adoption and value-realization issues, builds recovery plans, coordinates cross-functional teams, aligns executives, removes blockers, and tracks measurable outcomes. Develops scalable customer recovery playbooks using usage data, health scores, and engagement signals to reduce churn risk, improve adoption, increase retention confidence, and strengthen customer success processes.

Administer and govern Azure DevOps, Jira, and GitHub Enterprise across the organization. Configure workflows, permissions, repositories, integrations, automations, identity controls, and security policies. Support Agile delivery practices, onboarding, training, troubleshooting, reporting, and data hygiene. Partner with engineering, product, and delivery teams to improve platform adoption, governance, developer experience, delivery visibility, and operational efficiency.

Leads enterprise knowledge and AI transformation across Customer Success, Support, Enablement, Product, Operations, and Technology. Develops knowledge architecture, taxonomy, governance, metadata, content standards, ownership, and lifecycle processes. Builds AI-ready knowledge foundations for retrieval, self-service, copilots, and agentic workflows. Evaluates and implements AI opportunities, improves content and response quality using performance data, drives Knowledge-Centered Service practices, and leads cross-functional adoption and change without direct authority.