Manager, Implementation Services

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Blackbaud

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 Non-profit

🤝 B2B

💰 $6.5M Series A on 2000-02

SaaS • Non-profit • B2B

Blackbaud is a cloud software company that builds intelligent solutions for social impact, focusing on nonprofit organizations. It provides products and services for fundraising, donor management, engagement, and sector-specific cloud solutions to help charities, educational institutions, and other mission-driven organizations move faster and work smarter. Blackbaud also offers training, support, developer resources, a partner marketplace, and industry research through the Blackbaud Institute. The company emphasizes privacy, security, and corporate social responsibility.

📋 Description

• Lead, mentor, and develop a team of Implementation Consultants and Project Managers, driving accountability, collaboration, and high performance. • Provide ongoing coaching, performance feedback, and development opportunities focused on consulting, project management, customer engagement, and solution expertise. • Coach team members on the effective and responsible use of AI-powered tools to improve productivity, knowledge sharing, problem-solving, and service delivery. • Ensure successful deployment of Blackbaud Corporate Impact solutions through consistent execution of implementation methodologies and best practices. • Drive timely project completion, customer readiness, solution adoption, and successful go-live outcomes. • Monitor project health, implementation quality, customer satisfaction, resource utilization, and delivery metrics. • Act as an escalation point for complex projects, customer concerns, and implementation challenges. • Partner with Customer Success Managers to ensure a seamless transition from implementation to ongoing adoption and account management. • Support strategic initiatives that improve implementation quality, accelerate time-to-value, and increase customer outcomes. • Develop and refine implementation processes, standards, tools, and methodologies to improve scalability, consistency, and efficiency. • Leverage AI-powered tools, automation, and emerging technologies to enhance implementation delivery, reduce administrative overhead, improve reporting, and optimize team productivity. • Analyze key performance indicators including implementation timelines, customer satisfaction, adoption, utilization, and project quality to drive continuous improvement. • Champion a culture of innovation by encouraging experimentation and adoption of new technologies that improve customer and team outcomes. • Partner with Sales, Solution Engineering, and Customer Success teams to support project scoping, implementation planning, and customer onboarding. • Collaborate with Product and Engineering teams to provide implementation feedback, client insights, and recommendations for product enhancements.

🎯 Requirements

• 5-7 years of experience in software implementation, professional services, project management, customer success, or related SaaS delivery roles. • 2-4 years of people leadership or team management experience. • Experience managing complex SaaS, CSR, grantmaking, employee engagement, or enterprise software implementations. • Strong project management, organizational, and problem-solving skills. • Excellent communication, presentation, and stakeholder management abilities. • Experience utilizing AI, automation, or productivity technologies to increase operational efficiency, improve delivery processes, or enhance customer outcomes. • Demonstrated ability to identify opportunities for innovation, process improvement, and operational transformation.

🏖️ Benefits

• Medical, dental, and vision insurance • Remote-flexible workforce • Wellness Programs • 401(k) program with employer match • Flexible paid time off • Generous Parental Leave • Donations for Doers • Pet insurance, legal and identity protection • Tuition reimbursement program