Blackbaud
posted 2 months ago
The Sr. Manager, Business Operations Systems, Processes & Reporting plays a pivotal role in enhancing operational support for the Customer Success division, which encompasses Services, Support, Retention, and Vertical Success Management. This leadership position requires close collaboration with various departments including IT, Finance, Products, and Customer Success Leadership to ensure that operational processes are efficient and effective. The primary focus areas include overseeing project data processing, managing recurring and ad-hoc reporting, conducting internal Services-related audits, researching customer inquiries, and administering systems, particularly Gainsight, as well as managing Service Delivery Partner operations. In this role, you will leverage your extensive experience to lead teams in optimizing processes, aiming for continuous improvement in performance and quality across systems and environments. You will work with key stakeholders to define critical success factors, establish comprehensive performance measures, and identify improvement objectives. The position demands innovation and adaptability, requiring you to balance attention to detail with a broader strategic perspective. You will also be responsible for guiding project teams in transitioning to operational rigor, ensuring the creation of predictable and scalable processes. Your focus will always be on finding better ways to drive positive impacts within the business. As the Sr. Manager, you will understand the strategic goals of the Customer Success organization and use that knowledge to prioritize and make informed decisions regarding business requirements. You will lead and direct others in the successful implementation and adoption of Customer Success policies and processes, collaborating with Success Operations leadership to implement solutions that align with the overall strategy and meet business needs. Additionally, you will manage a team tasked with executing Customer Success priorities and delivering on day-to-day expectations, while also partnering with key stakeholders in strategic planning to empower technical direction and derive innovative solutions through effective measurement.