Blackbaud
Customer Success Manager - JustGiving
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About the Role
We're looking for an enthusiastic and creative Customer Success Manager to join the JustGiving team to own and manage a diverse portfolio of charity customers. This role is all about engaging and educating our charity partners to ensure they are making the most out of JustGiving’s tools and features - simply, we help our charities engage more supporters, raise more money and further their cause. This role is a great fit for someone passionate about the sector, self-motivated and comfortable delivering a high volume of relationship management activities.
What You’ll Be Doing
- Build and maintain strong relationships with charity customers, acting as their primary point of contact and trusted advisor
- Strategically manage a portfolio of charity customers, ensuring each is developed to its full potential
- Become an expert product advocate, conducting high-quality customer interactions to maximise adoption of JustGiving features and ensure JustGiving is positioned as the exclusive or preferential partner
- Ensure your charity accounts are developed to their full potential, by uncovering and driving win-backs from competitors, securing contract partners, delivering retention pitches, driving influenceable growth from existing activities and events, and hunting for competitive new opportunities
- Consult our customers on how to maximise engagement and donations towards their fundraising objectives
- Pursue opportunities for revenue growth and identify commercial risks
- Analyse data on fundraiser and donor behaviour, seasonal trends, and competitor successes; and share this data in an engaging way to charity customers
- Apply creative approaches to managing a varied portfolio of charity customers
- Represent JustGiving at internal and external industry events, becoming a recognised voice in the digital fundraising discussion
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What We’re Looking For
- Strong knowledge of the charity sector and/or a passion for doing good
- An excellent relationship manager with demonstrable experience of building and developing relationships
- An extremely organised and motivated self-starter who is comfortable working independently
- Analytically minded and commercially aware, including being able to identify threats and risks
- Able to build strategies to ensure your success and effectively prioritise workload
- Target-driven: able to spot opportunities, position our products and ‘close’ when necessary
- An eloquent and compelling communicator, excited by the opportunity to present to small and large groups
- Resourceful and self-sufficient, you will be able to prioritise your own workload and deadlines
- A team player, open to undertaking ad-hoc tasks for the good of Blackbaud, and JustGiving, as a whole
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Blackbaud powers social impact through purpose-driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
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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.
Blackbaud (NASDAQ: BLKB) is the world’s leading cloud software company powering social good. Serving the entire social good community—nonprofits, foundations, corporations, education institutions, healthcare institutions and individual change agents—Blackbaud connects and empowers organizations to increase their impact through software, services, expertise, and data intelligence. The Blackbaud portfolio is tailored to the unique needs of vertical markets, with solutions for fundraising and CRM, marketing, advocacy, peer-to-peer fundraising, corporate social responsibility, school management, ticketing, grantmaking, financial management, payment processing, and analytics. Serving the industry for more than three decades, Blackbaud is headquartered in Charleston, South Carolina and has operations in the United States, Australia, Canada, and the United Kingdom.
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