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

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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!

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.