Sr. Manager, Business Operations Systems, Processes & Reporting

The Sr. Manager, Business Operations Systems, Processes & Reporting works closely with the businesses, IT, Finance, Products, and Customer Success Leadership to provide operational support for Customer Success, which includes Services, Support, Retention and Vertical Success Management. The areas of focus include overseeing project data processing, recurring and ad-hoc reporting, internal Services-related auditing, customer inquiry research, systems administration and configuration (particularly Gainsight) and Service Delivery Partner operations. This is a leadership role focused on making processes more efficient and effective for the business as well as within the Customer Success Operations team. As our Sr. Manager, Business Operations System, Processes & Reporting, you will leverage your experience and savvy to lead our teams in optimizing our processes to continuously drive to a higher bar of performance and quality across our systems and environments. You will lead key stakeholders in defining critical success factors, establishing comprehensive performance measures and identifying improvement objectives. You’ll need to be innovative and adaptable and be able to lean into the details while keeping the big picture in sight. And you will need to help project teams transition into operational rigor, creating predictable, scalable processes. Whatever the challenge, you’ll always be looking for ways we can do things better and drive positive impact within the business.

What You'll Do

• Understand the strategy of the Customer Success organization and use that knowledge to define priorities and make decisions related to the business requirements.
• Lead and direct others in the successful implementation and adoption of Customer Success policies and processes; working with Success Operations leadership to implement solutions that align to the strategy and meet the needs of the business.
• Manage a team responsible for executing upon Customer Success priorities and for successfully delivering against day-to-day expectations.
• Partner with key stakeholders in strategic planning to empower technical direction and derivation of innovative solutions through effective measurement guiding us to engineer reliable, scalable, supportable and secure outcomes.
• Lead key stakeholders in defining and baselining critical success factors and key performance indicators, establishing clear and comprehensive performance measures and metrics, data collection strategies, and improvement objectives.
• Oversee execution of several operational areas including (but not limited to) Reporting & Analysis; Systems Operations & Optimization, and Customer Escalation & Research.
• Inform daily operations by monitoring and analyzing operational effectiveness metrics and equipping team with data analysis to support the quick identification and resolution of challenges.
• Consistently pursue and promote continued process innovation to realize the cultural shift required to enable our organization to achieve, sustain and advance process effectiveness and efficiencies.
• Cultivate a diverse, high-performing team that attracts, develops, recognizes and retains the best people.
  
  

What You´ll Bring

• 5 years of experience providing operational support in a Services, Success, Retention or Support organizations, leading and managing process engineering, operational systems and resources, and automation systems.
• 5 years of experience leading a team or equivalent required experience.
• Experience with Salesforce, FinancialForce, Gainsight and/or Jira/Confluence.
• Experience with issues of scalability, operational predictability, and interaction for existing processes or developing new ones.
• Experience with process improvement, achieving success through empowerment of others and management by data.
• Experience working with offshore teams and developers, as well as multisite or international teams is a plus.
  
  

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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.

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The starting base pay is $117,200.00 to $157,500.00. 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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