Digital Customer Retention Specialist

About the role

Our Customer Retention team is proactive in their partnership with customers to make full use of Blackbaud capabilities by aligning our software with their business outcomes. As part of our Customer Retention Division, our Renewals team is responsible forretaining customers, renewing/consolidating contracts and understanding any challenges or opportunities the customer may have.

We are now looking to evolve our renewal function and expand this work to ourEmerging Market. These positions will focus on our Digital customers, and you will be part of aUS based team. As a Digital Customer Retention Specialist, you will be responsible for ensuring our customers' long-term satisfaction and loyalty through digital channels. You will leverage online tools and platforms to provide continuous support and proactive engagement, minimizing churn and enhancing customer retention in a digital-only treatment model.

What you'lldo:

• Ensure a seamless renewal process for the client, on time

• Ensure customers coming close to exceeding their usage allowances are aware

• Lead renewal process for all subscriptions, maintenance, Professional Services, and Managed Services renewals

• Through management of a predictable process with customer decision makers to ensure a seamless renewal process for the customer 4-6 months prior to renewal date with

• Proactively negotiate with the customer on their renewals if required while paying close attention to renewals at risk

• Digital Engagement: Utilize email, Gainsight, and other digital channels to proactively reach out to customers, understand their needs, address concerns, and ensure they are maximizing the value of our SaaS products.

• Retention Campaigns: Develop and implement effective digital retention strategies, including personalized communication, loyalty programs, and targeted online campaigns.

• Issue Resolution: Collaborate with technical support and product teams to resolve customer issues promptly through digital channels, ensuring a seamless experience.

• Data Analysis: Analyze customer data to identify trends, potential churn risks, and opportunities for improvement. Use insights to inform digital retention strategies.

• Performs Data review / audits, identify specific performance improvement opportunities (system performance, functional performance, user performance, etc.)  

What you’ll bring: 

• Fosters open communication & candid discussion at all levels of the organization

• Demonstrates exceptional skills in dealing with executives and senior managers

• Acts as a calming and settling influence in crisis situations and is looked to by others for directions and guidance

• Rapidly identifies the significance of information and insightfully determines strategic action

• Develops outstanding strategic ongoing customer relationships gaining trust and respect

• Communicates complex concepts & issues, selecting language, tone, and format perfectly targeted to the audience

• Takes timely, strategic actions in designing and leading groups and organizations to facilitate their working together effectively

• Handles professionally even the most difficult or sensitive situations with external parties, turning negative or adversarial situations into positive results for Blackbaud

• Thinks globally and incisively, taking a broad view of all variables that could impact future success

• Experience: 3+ years in customer success, digital marketing, or a similar role within a SaaS company.

• Skills: Strong communication and interpersonal skills, analytical mindset, problem-solving abilities, and proficiency in CRM and digital engagement tools.

• Attributes: Customer-centric approach, proactive attitude, ability to work in a fast-paced environment, and willingness to work flexible hours to support global customers.

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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.