Blackbaud
Website:
blackbaud.com
Job details:
Senior Manager, Value & Impact Management
Global Customer Support
Role Overview
As Senior Manager, Value & Impact Management, you will play a critical leadership role in advancing Blackbaud’s
AI‑
first, digital‑
led Customer Support strategy. Operating within a highly matrixed environment, this role requires strong strategic thinking, systems leadership, and close cross‑functional partnership with Product, IT, Engineering, and Data & Intelligence to scale modern support capabilities across people, platforms, and AI.
Reporting to the VP, Head of Global Customer Support, you will be accountable for the
day‑
to‑
day execution and long‑
term evolution of four tightly connected domains: Digital Support Experience, Enablement & Readiness, GenAI and Agentic AI capabilities, and Knowledge as foundational infrastructure. Together, these domains form the intelligence and execution layer that enables Customer Support to operate predictively, consistently, and at scale.
This role establishes
Knowledge as foundational infrastructure, not content, serving as the single source of truth and intelligence backbone for Customer Support. Knowledge quality, structure, and retrieval performance directly define the effectiveness of GenAI and Agentic AI systems, ensuring both human agents and autonomous workflows are grounded in trusted, explainable intelligence.
As Blackbaud continues its shift toward
proactive, predictive, and increasingly autonomous support, you will help shape the operating model, governance, and learning loops that connect knowledge, training, digital experience, and AI into a cohesive system, driving measurable improvements in agent effectiveness, customer effort, time to value, and trust.
Success in Role
Success in this role will be defined by the ability to
transform knowledge, training, digital experience, and AI agents into a unified intelligence layer for Customer Support. By embedding
GenAI, Agentic AI, automation, and continuous learning loops into the foundation of support operations, you will enable both human agents and AI systems to operate with greater speed, accuracy, and confidence.
Through this integrated, AI‑first operating model, you will
increase agent effectiveness, accelerate time to resolution, reduce customer effort, and strengthen customer confidence, directly advancing Blackbaud’s mission to deliver a
customer‑
centric, intelligent, and AI‑
powered support experience.
Key Responsibilities
Strategic Leadership & Operating Model
- Provide strategic and operational leadership for a multidisciplinary team spanning Digital Support Experience, Enablement & Readiness, Knowledge, and AI enablement.
- Support the definition and maturation of an AI‑first, agent‑led support operating model, clarifying how human agents, AI copilots, and autonomous agents work together across the support lifecycle.
- Build a strong, engaged, and future‑ready team capable of operating in a data‑driven, digitally enabled, and AI‑augmented environment.
- Recruit, develop, and retain talent with capabilities across knowledge systems, AI enablement, digital experience, and change leadership.
Digital Support Experience
- Lead the evolution of the digital support experience, ensuring a cohesive and connected omnichannel journey across self‑service and assisted support.
- Design and scale digital experiences that leverage knowledge and AI to deliver contextualized next‑best actions, proactive guidance, and consistent outcomes.
- Partner with Product, IT, and CS Operations to ensure digital touchpoints are integrated with agent and AI workflows.
Enablement & Readiness
- Design and scale targeted, workflow‑specific training and readiness programs that support agents at scale.
- Tie enablement efforts directly to performance signals, knowledge quality, and customer demand patterns.
- Establish learning loops that translate operational insights into improved readiness, coaching, and skill development.
GenAI & Agentic AI Capabilities
- Advance GenAI and Agentic AI capabilities that augment and progressively automate support work, including:
- Intelligent triage and routing
- Real‑time agent guidance and decision support
- Summarization and documentation
- Knowledge creation and improvement
- Proactive and preemptive customer engagement
- Partner with CS Operations and Corporate IT to support the automation and tooling strategy that enables secure, scalable, and governed AI adoption.
- Help define metrics and feedback mechanisms to measure AI effectiveness, trust, and operational impact.
Knowledge as Infrastructure
- Lead the evolution of a modern Knowledge Management ecosystem, with KCS practices providing the operating discipline to keep knowledge accurate, reusable, and continuously improving.
- Ensure knowledge is structured and governed to support:
- Retrieval‑augmented generation (RAG)
- AI reasoning and decision support
- Consistent execution across human and AI agents
- Treat knowledge quality and retrieval performance as first‑order drivers of AI effectiveness and customer outcomes.
Governance & Cross‑
Functional Partnership
- Operate as a delegated representative of Customer Support leadership in cross‑functional forums, ensuring priorities, decisions, and execution remain aligned with the broader Support strategy and direction.
- Contribute to the establishment and execution of governance frameworks that ensure digital, knowledge, and AI capabilities are secure, compliant, ethical, and enterprise‑ready, escalating decisions as appropriate.
- Partner closely with Product, R&D, IT, Data & Intelligence, Marketing, Services, Customer Success, Sales, Sustained Engineering, and Legal to drive alignment, coordinate execution, and resolve dependencies on behalf of the Support organization.
- Act as a change leader and trusted voice for Customer Support, advancing digital transformation and AI maturity through influence, collaboration, and disciplined execution rather than unilateral authority.
Education & Experience
- 10+ years of experience in Customer Support, Customer Success, or Services organizations, with 3+ years in people‑management roles.
- Experience leading digital transformation, AI‑enabled initiatives, or platform‑scale operational change in a complex SaaS or enterprise software environment.
- Demonstrated ability to design and scale knowledge systems, training models, or digital experiences that drive measurable outcomes.
- Strong understanding of how knowledge, training, and digital workflows enable GenAI, Agentic AI, and automation at scale.
- Proven success operating in highly matrixed organizations and influencing across functions without direct authority.
- Data‑driven, systems‑oriented leader with a track record of translating strategy into operational results.
- A relevant undergraduate degree or equivalent professional experience required.
Role will work US hours to align to the support organization team.
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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.
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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