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