Customer Loyalty Manager Job in Charleston 29492, South Carolina Us

Blackbaud is the leading global provider of software and services designed specifically for nonprofit organizations, enabling them to improve operational efficiency, build strong relationships, and raise more money to support their missions. Approximately 24,000 organizations in 83 countries – including The American Red Cross, Cancer Research UK, Earthjustice, International Fund for Animal Welfare, Lincoln Center, The Salvation Army, The Taft School, Tulsa Community Foundation, Ursinus College, the WGBH Educational Foundation, and Yale University — use one or more Blackbaud products and services for fundraising, constituent relationship management, financial management, website management, direct marketing, education administration, ticketing, business intelligence, prospect research, consulting, and analytics.

Since 1981, Blackbaud’s sole focus and expertise has been partnering with nonprofits and providing them the solutions they need to make a difference in their local communities and worldwide. Under the leadership of Marc Chardon (former Microsoft Executive), with revenues over $327 million, we employ more than 2,000 employees who are part of our philanthropic corporate culture where volunteerism is encouraged. Listed on the NASDAQ Global Select Market under ticker symbol 'BLKB', we are headquartered in Charleston, South Carolina. We also operate in Australia, Canada, Hong Kong, the Netherlands, and the United Kingdom.

The Customer Loyalty Manager is a key position in the General Markets Business Unit driving customer satisfaction and loyalty.  The primary responsibility is to increase customer loyalty as measured by Net Promoter Score (NPS).  This high profile position will work across teams within and outside of the business unit to determine needed changes to internal processes to proactively and sustainably implement improvements to impact customer satisfaction.  The Customer Loyalty Manager will own Net Promoter Score internally and all strategies to improve it. 

This position reports directly to the Vice President of Customer Support and will serve on the Senior Leadership team in Customer Support. 

Responsibilities:
•Be the champion of the customer internally and externally
•Analyze the drivers of customer loyalty
     oConduct root cause analysis to determine the processes through which loyalty-affecting actions occur
     oUnderstand the various touchpoints in the customer lifecycle and how they combine to impact customer perception of Blackbaud
•Develop and implement strategies to increase loyalty as measured by NPS, working across business unit, resource group, and functional areas as appropriate
•Communicate NPS findings including successes and opportunities
   oInternally – to expose positive impact and maintain momentum
   oExternally – to demonstrate to clients that they have been heard and we are taking action to improve
•Own NPS within the business unit, report on it on a regular basis with recommendations on how to improve it
•Develop and implement processes to prevent customer escalations and recover them if/when they do occur
•Develop and implement processes to respond to customer surveys, both positive and negative, in a way that effectively increases loyalty
•Manage a small team of influential individuals assisting in leading the charge to improve NPS

Experience and Skills:

•Superb communication skills with the ability to get internal and external buy-in
•Proven ability to drive change across an organization
•Creativity, problem solving, and execution skills to identify opportunities to improve and drive through to completion
•Self-sufficient; able to effectively self-manage, develop goals and priorities
•Incredible passion to do whats right for the customer
•8+ years of customer service/support experience, at least 3 years in leadership positions
•Bachelors Degree