About the role:
The Success Engineering Team Lead is responsible for leading a team of experienced industry engineers that perform Level 3 software triage as well as ongoing creation and oversight of modern and legacy software capabilities. The ideal applicant is technical and will have hands-on experience building solutions with SDKs, APIs and common Microsoft development tools as well as experience working across various teams.
What you’ll do –People Management Responsibilities
Lead, mentor, coach, and grow a team of software development professionals.
Oversee your team’s performance, manage conflicts, promote continuous learning and professional growth/development.
Collaborate with Human Resources (HR) and other departments for activities related to recruiting, onboarding, coaching, and training.
Promote a positive and inclusive work environment, while upholding company values and culture.
Contribute to the strategic direction of the Customer Success and Success Engineering team holistically, while aligning to enterprise and department-level goals.
Positively represents the value the Success Engineering team brings to the Customer Success organization while fostering a culture of togetherness, adaptability, continuous improvement, and innovation.
Collaborate with cross-functional teams, ensuring alignment and effective communication.
Engage with senior and executive leaders and other stakeholders to ensure successful delivery of projects.
Manage a team of engineers and deliver quarterly performance evaluations, perform bi-annual career discussions, career development discussions and successfully address performance gaps without supervision.
Serve as an escalation point and backup for Managers.
Review team interactions to identify roadblocks and ensure progress of open tickets.
Review team interactions to identify roadblocks and ensure progress of active or stalled projects.
Create, review and provide KPIs, supporting metrics, and scheduled reports to proactively address customer needs and coach the team.
Coordinate internal resources and third parties/vendors for the flawless execution of projects.
Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques.
Work with IT and other teams as the business representative during system implementations.
What you’ll do – Success Engineering Responsibilities
Leverage technical knowledge, experience and resources to effectively handle the most complex needs or provide guidance to team members on how to resolve problems.
Understands programming concepts, database design, and SQL.
Design, build, and maintain efficient, reusable, and reliable code.
Troubleshoot, debug and resolve defects in PRODUCTION environments in a timely manner and within OLA.
Proactively suggest improvements to applications and processes that enhance the client experience or improve performance.
Actively participate in the maintenance and support of the solution
Participate in Agile development process and ceremonies.
Work with the Management team and internal stakeholders to understand and document project requirements.
Collaborate with other engineers on the technical design of solutions and collaboration on defect resolution.
Keep up to date on the latest technical developments in your area.
Implement design concepts required by internal or external stakeholders.
Ensure compliance with Web standards and accessibility requirements.
Work closely with product management, scrum master, and other team members to coordinate implementation and provide progress updates at daily standup meetings.
Ensure robust high quality code standards are maintained in the development process.
Will participate in Scrum team ceremonies.
What you’ll bring (Job requirements)
5+ years of experience in field
Experience as proven team leader
Experience in designing and developing applications in Microsoft .NET
Preferred experience with ASP.NET
Experience with common web technologies – JavaScript/TypeScript, CSS, and HTML
Experience with SQL Server 2016 and higher
Understanding of software engineering best practices and object-oriented development
Familiarity with Azure DevOps, Git and continuous integration systems.
Common European Reference framework; C1 level or higher
Ability to deliver software which meets consistent standards of quality, security and operability.
Able to work flexible hours as required by business priorities
What we’re looking for:
Critical thinker with the ability to manage multiple priorities.
Communicates information in a form well matched to and well received by the audience both internal and to customers
Manage and prioritize tasks for multiple concurrent projects
Looks beyond obvious solutions and attempts to identify underlying or hidden problems or trends.
Seeks to identify and offer solutions to problems that affect other groups.
Asks critical, insightful questions, and probes for information that facilitates problem solving.
Evaluates the risks, benefits, and opportunities of various solutions.
Understands customers business needs and can interpret business analysis requirements.
Recognizes quickly when progress towards results is slowing or stalling and takes immediate action to get back on track.
Demonstrates commitment to ongoing improvement, achieves success by collaborating on cross-functional changes that impact others, and a commitment to data-based decisions.
Demonstrates initiative and the ability to find information or solutions needed for assignments and/or projects.
Demonstrates willingness to think outside the given parameters to see if there is a better, more effective way
Attempts through analysis to generate new, innovative ideas that optimize service delivery
Manages customer expectations throughout implementation process
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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.
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What We Do
Blackbaud unleashes the potential of the people and organizations who change the world. As
the leading software provider exclusively dedicated to powering social impact, Blackbaud
expands what is possible across the nonprofit and education sectors, at companies committed to
social responsibility, and for individual change makers. Built specifically for fundraising,
nonprofit financial management, digital giving, grantmaking, corporate social responsibility and
education management, Blackbaud’s essential software accelerates impact through unmatched
expertise and powerful data intelligence. Millions of people across more than 100 countries
connect, give, learn, and engage through Blackbaud platforms.
Why Work With Us
We’re here to fuel impact that
creates a better, more connected
world.
When nonprofits, social impact
teams, schools and individual
change-makers have powerful and
effective foundational infrastructure,
they transform our communities and
our world.
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