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 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