Customer Success Functional Expert – Reporting, Analytics & Insights

Customer Success Functional Expert – Reporting, Analytics & Insights

The Customer Success Functional Expert – Reporting, Analytics & Insights is a strategic, customer-facing role within the Product Success organization. This role specializes in helping customers translate data into insight by maximizing their use of Blackbaud reporting, analytics, and visualization capabilities, particularly through Power BI and native Blackbaud reporting tools.

This expert combines deep functional knowledge of Blackbaud solutions with strong analytical and technical acumen and industry awareness to help customers understand what is possible, how to achieve it, and how their peers and competitors are leveraging data to drive outcomes. The role bridges the gap between customer goals, product capabilities, and data-driven decision making, creating a more engaging and value-focused customer experience. The primary solution focus includes RE NXT, FE NXT, Blackbaud Enterprise Management (BEM), Blackbaud CRM, and adjacent Blackbaud products.

As a Functional Expert, you will:

· Serve as a subject-matter expert on reporting, analytics, and data visualization across key Blackbaud products

· Partner closely with Customer Success Managers, Product, Professional Services, and Support to guide customers toward effective data strategies

· Engage directly with customers through 1:1 consultations, workshops, webinars, and digital programs focused on reporting and insights

· Help customers design, refine, and optimize custom reports and dashboards, including Power BI–based solutions

· Translate customer business questions into practical reporting and analytics approaches using Blackbaud data

· Demonstrate how reporting and analytics capabilities can be applied to real nonprofit use cases such as fundraising performance, donor behavior, financial oversight, and operational efficiency

· Understand customer maturity and tailor guidance from foundational reporting through advanced analytics

· Identify gaps between customer goals and current usage, and make strategic recommendations to increase adoption and effectiveness

· Stay current on industry trends, peer benchmarks, and competitive approaches to data and analytics, using this insight to inform customer recommendations

· Analyze usage data and customer feedback to help shape enablement programs, best practices, and content

· Contribute to scalable resources such as playbooks, templates, dashboards, and knowledge articles that improve customer self-service

· Act as a trusted advisor who helps customers see what’s possible next, not just how to use what they have today

What we are looking for in a Functional Expert:

The ideal candidate is analytical, consultative, and customer-obsessed, with the ability to connect technical concepts to real-world nonprofit outcomes. They are comfortable navigating both data and strategy conversations, and they enjoy helping customers level up their use of technology.

· 3–6 years of experience in a SaaS environment focused on Customer Success, Analytics, Reporting, Business Intelligence, Consulting, or Solutions Enablement

· Hands-on experience creating, customizing, or supporting reports, dashboards, or analytics solutions

· Strong understanding of data concepts such as metrics, KPIs, data models, and data relationships

· Experience working with Power BI or similar BI/analytics tools

· Ability to explain technical and analytical concepts to non-technical audiences

· Strong consultative skills, with the ability to understand customer goals and recommend practical solutions

· Excellent written and verbal communication skills, including comfort engaging with senior stakeholders

· Proven ability to manage multiple initiatives while maintaining attention to detail

· Ability to work US hours

Preferred Qualifications

· Direct experience with Blackbaud solutions, particularly RE NXT, FE NXT, BEM, or Blackbaud CRM

· Nonprofit industry experience in areas such as fundraising, finance, advancement, or operations

· Experience working with cross-functional data sources and complex reporting requirements

· Familiarity with data integration concepts and how multiple systems contribute to reporting outcomes

· Experience analyzing customer usage patterns or success metrics to inform recommendations

· Curiosity about how peer organizations and competitors use data to improve outcomes

Key Attributes for Success

· Technically curious and comfortable working in data-rich environments

· Strategic thinker who connects reporting to decision-making and outcomes

· Proactive and self-directed, with a strong sense of ownership

· Collaborative partner who works effectively across teams

· Passionate about helping customers move from data to insight to action

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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!

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.