Director, Professional Services and Customer Support, Corporate Impact

Director, Professional Services and Customer Support – Corporate Impact

YourCause from Blackbaud is seeking a dynamic and strategic Professional Services and Customer Support Leader to manage our teams in delivering exceptional service and support. This pivotal senior management role is crucial to our success, enabling customers to achieve their boldest ambitions and drive unprecedented social impact from our purpose-built solutions while fostering a culture of continuous improvement and collaboration.

The ideal candidate will have a proven history in leading professional services and support within a global SaaS environment, with a strong emphasis on customer satisfaction, operational excellence, and team culture building. Your key responsibility is to deliver premier service and support to our stakeholders: CSR/HR Executives, admins, employees, nonprofits; ensuring that our customers receive the full value of our solutions. By maintaining a customer-centric approach and fostering strong relationships, you will help ensure that YourCause from Blackbaud continues to be a trusted partner for our customers, delivering innovative solutions that fuel impact.

What You’ll Do:

Dynamic Team Leadership

• Lead a Global customer-first team by operationalizing empathy and ensuring that every team member understands and prioritizes customer needs.

• Embed customer-first principles to create a dynamic and responsive team culture that drives exceptional customer satisfaction and loyalty.

• Democratize customer feedback and data, making it accessible to all team members to foster a collective effort towards improving the customer experience.

• Align incentives and compensation with customer satisfaction metrics to motivate the team to consistently prioritize customer needs.

• Recruit, train, and develop a talented team of professionals, fostering a culture of collaboration, innovation, and excellence.

Operational Excellence & Continuous Improvement

• Oversee the implementation and continuous support of YourCause from Blackbaud’s purpose-built solutions, ensuring timely, accurate, and budget-friendly execution.

• Own the Global P&L for services and support, managing staffing, budgeting, and expense priorities.

• Deliver exceptional service and support through ownership of strategy, process, governance, and risk management of the services and support ecosystem.

• Develop a strategic capacity model, which includes utilization of Services and Support resources in strategic geographies (e.g., India, Manilla, Costa Rica).

• Monitor and mature key performance indicators (KPIs) to measure the team's success and set goals that drive sustainable long-term success.

• Continuously evaluate and adapt support and services delivery methods to accommodate business changes and enhance customer interactions.

Collaboration & Partnership

• Intimately collaborate with the YourCause Customer Success team to maximize customer value, address issues, and provide ongoing support.

• Work closely with sales leaders to ensure project scoping and Statements of Work (SOW) efforts are accurate and consistent.

• Partner with business leaders across Blackbaud to identify and mitigate impediments to positive business performance.

• Contribute to the company's revenue by offering value-added services, ensuring the team operates efficiently and profitably, maintaining strong customer relationships, and gathering feedback for product and service improvements.

What You’ll Bring:

• 15+ years of experience leading professional services and customer operations on a global scale.

• Deep understanding and previous management of Enterprise and mid-market Professional Services organizations, along with hyper-growth managed services teams.

• Deep understanding and previous management of Customer Support functions, including B2B and B2C support teams, both of which will be part of this leader’s responsibilities.

• Demonstrate proven experience with implementing and maximizing the benefits of metrics, processes, and systems to enhance performance, drive customer growth, and ensure operational discipline.

• Exhibit a strong understanding of SaaS solutions, implementation processes, and support management tools and technologies.

• Display excellent communication, presentation, and people skills, comfortable dealing with key customers and C-suite individuals, and able to build strong relationships with customers and internal stakeholders.

• Capable of working independently and effectively with cross-functional teams, influen