The Customer Success Operations Application Portfolio Manager is focused on industry trends & best practices in a functional area (Customer Success Management & Renewals). They work with functional leadership to identify business transformation opportunities and connect those opportunities with industry trend solutions to create a portfolio roadmap. The Customer Success Operations Application Portfolio Manager is responsible for working with leadership to develop the business case for technology, lead business analysis & solution design for the technology and associated process transformation. They oversee the solution development & deployment, and lead various functional leaders and teams through the business transformation to achieve improved business performance.
ResponsibilitiesIndustry Scanning & Best Practice Assessment (15%)

• Engage in external research to understand evolving technology and process trends and best practices for an area; develop landscape analysis of the applications developing in an area.
• Provide direct advice to business leaders to influence their POV on how technology in their functional area will evolve, driving change in their business.

Business Opportunity Assessment & Business Case Development (15%)

• Partner with Business leaders to identify complex business issues in a functional area (ex: Vertical Customer Success) and identify potential technology facilitated transformation opportunities.
• Work with functional leadership to shape high priority work, identify the ROI/business case for associated technical work; identify and articulate sources of customer value from business processes, data & advanced analytics.

Road Map Development & Business Analysis (25%)

• Develop the application roadmap for an area, based on both technology strategy and business strategy; decompose roadmap into phases and steps to realize value.
• Identify specific process needs, gaps and pain points and correlating process or technical projects for an area, aligned with strategic roadmap.
• Lead complex business analysis to design solutions for the more complex business issues, while partnering with business analyst team members as they develop less complex or broader business analysis for process and/or technology solutions.

System Development & Delivery (30%)

• Identify desired system features and functional requirements and generate feedback through internal and (as relevant) external customer consultation.
• Oversee user design for a technology solution, maximizing user experience.
• Oversee development, testing, integration, and implementation of technical solutions for an area. Ensure that system/features produced are production ready, scalable, and designed for easy support. Prioritize and address technical issues during product testing and rollout.
• Ensure that products run well in production, and that production issues are quickly resolved.

Business Transformation Leadership (15%)

• Acts as a trusted partner to the leadership of a functional area, providing trusted advice on both technology and process design to functional leadership.
• Guides functional leadership & steering committees through the technology driven transformations.

Experience And Knowledge

• 5 years of related experience, ideally working with multiple information systems including Gainsight.
• Experience with Customer Success and/or a SAAS-based company focused on customer adoption & outcomes, retention, and growth.
• Experience working with teams across Customer Success, and other departments including IT.
• Superior ability to create effective strategies for complex cross-organizational projects. Challenges the status quo. Enhances the business by introducing or developing breakthrough technology or process advancements.
• Proven ability to manage complex, cross-functional projects and programs.

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Blackbaud is a remote-first company which embraces a flexible remote 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 a diverse and 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.
To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.A notice to candidates: Recruitment Fraudulent Alert: Your personal information and online safety as a candidate mean a lot to us! At Blackbaud and our portfolio of companies, recruiters only direct candidates to apply through our official careers page at https://careers.blackbaud.com/us/en or our official LinkedIn page. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers, or conduct interviews via Skype. Anyone suggesting otherwise is not a representative of Blackbaud. If you are unsure if a message is from Blackbaud, please email blackbaudrecruiting@blackbaud.com. The starting base pay is $101,900.00 to $132,800.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.
Benefits Include

• Medical, dental, and vision insurance
• Remote-first workforce
• 401(k) program with employer match
• Flexible paid time off
• Generous Parental Leave
• Volunteer for vacation
• Opportunities to connect to build community and belonging
• Pet insurance, legal and identity protection
• Tuition reimbursement program

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