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 youll doConsultative RelationshipsBuild strong, consultative relationships with key customers and internal stakeholders serving as a trusted advisorDevSecOps ExpertiseLeverage 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 DesignMap and optimize the customer journey, focusing on key touchpoints like onboarding, adoption, and expansion.Problem SolvingIdentify and resolve technical issues, ensuring a smooth customer experience.CommunicationEffectively communicate technical information to both technical and non-technical audiences.Cross-functional CollaborationAct as liaisons between the customer and the Blackbaud ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others.Data AnalysisTrack customer success metrics and use data to identify areas for improvement.Knowledge MaintenanceRemain knowledgeable and up-to-date on Blackbaud releases.Training and EnablementProvide training and resources to help customers effectively use the product.Customer AdvocacyWork to cultivate customer advocacy and loyalty.
Key SkillsTechnical ProficiencyStrong 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 FocusStrong understanding of customer needs and the ability to tailor solutions to meet those needs.AdaptabilityAbility to learn quickly, adapt to changing circumstances, and thrive in a fast-paced startup environment.Passion for Customer SuccessDriven by the desire to help customers achieve their goals and build lasting relationships.Qualifications3-5 years experience in Customer Success, Program Management or a related roleStrong experience in engaging with and delivering value to customers and internal stakeholdersDemonstrated ability to design, implement and scale executive focused programs with measurable resultsExceptional written and verbal communication skillsExperience defining success metrics and analyzing program performanceAbility to work cross functionally to align teamsA passion for understanding customer needs and driving business outcomes
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