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Blackbaud
Senior Manager, Professional Services
Blackbaud
SaaS
Edtech.com's Summary
Blackbaud is hiring a Senior Manager, Professional Services. This role requires leading and developing a team of service delivery professionals to manage software implementation, advisory, and consulting services. The manager drives operational excellence, resource planning, customer engagement, and cross-functional collaboration to ensure successful project delivery and customer satisfaction.
Highlights
- Lead, coach, and develop a team of Professional Services associates focused on software implementation and consulting.
- Drive team productivity, utilization, revenue, and operational goals while ensuring project delivery quality.
- Manage resource forecasting, capacity planning, and support complex customer engagements and escalations.
- Collaborate with Sales, Business Development, and cross-functional teams for delivery excellence and customer success.
- Required minimum 2+ years of direct people management experience in professional services, consulting, or customer success.
- Strong organizational, communication, and multitasking skills.
- Preferred experience with ERP, financial management, SaaS implementations, and knowledge of Financial Edge NXT or similar solutions.
- Compensation range: $101,900 to $132,800 with benefits including medical, dental, vision, 401(k) with match, flexible PTO, parental leave, and tuition reimbursement.
- Support a remote-flexible workforce environment.
- Responsible for tracking KPIs related to utilization, revenue, gross margin, and service outcomes.
Senior Manager, Professional Services Full Description
Manager, Professional Services
As a Manager, Professional Services, you will lead a team of service delivery professionals responsible for delivering software implementation, advisory, and consulting services to our customers. This is a player-coach leadership role that combines people leadership, operational management, customer engagement, and delivery excellence.
You will be responsible for building and developing a high-performing team while ensuring successful customer outcomes, operational efficiency, and delivery quality. This role plays a critical part in supporting Professional Services objectives by driving utilization, resource planning, team development, and customer satisfaction.
As part of a larger cross-functional organization, you will collaborate closely with business analysts, business consultants, technical consultants, developers, conversion analysts, and organizational leaders to deliver exceptional customer experiences and achieve key business objectives.
What You'll Do
People Leadership & Talent Development
- Lead, coach, and develop a team of Professional Services associates.
- Foster a culture of accountability, collaboration, continuous learning, and customer success.
- Conduct regular coaching conversations, quarterly check-ins, performance reviews, and goal-planning discussions.
- Support recruiting, onboarding, retention, succession planning, and career development initiatives.
- Provide ongoing feedback and mentorship to help associates achieve their professional goals.
- Ensure team members have the resources, support, and guidance needed to succeed.
- Lead by example through integrity, customer focus, collaboration, and a commitment to excellence.
Professional Services Operations
- Drive achievement of team productivity, utilization, revenue, and operational goals.
- Ensure adherence to Professional Services methodologies, standards, and delivery practices.
- Monitor project health and delivery quality to ensure projects are completed on time, within scope, and within budget.
- Forecast resource needs and proactively align staffing against project demand and sales pipeline activity.
- Partner with internal and external delivery resources to support successful service delivery.
- Identify opportunities to improve operational effectiveness, scalability, and team performance.
- Track and manage key performance indicators related to utilization, revenue, gross margin, and service delivery outcomes.
Customer & Delivery Leadership
- Develop a strong understanding of customer needs and the implementation portfolio.
- Support complex customer engagements and assist with project escalations.
- Partner with Sales and Business Development teams to provide delivery insights, project estimates, and scoping support.
- Advocate for customer needs while balancing business objectives and delivery commitments.
- Ensure high-quality customer experiences throughout implementation engagements.
- Represent the practice in departmental and company-wide initiatives.
Cross-Functional Collaboration
- Partner with Professional Services leaders and delivery teams to drive consistent execution and delivery excellence.
- Collaborate across consulting, technical, conversion, and development teams to achieve customer success.
- Contribute to strategic initiatives that improve service delivery, operational effectiveness, and employee engagement.
Required Qualifications
- 2+ years of direct people management experience, including performance management, coaching, employee development, talent planning, and performance reviews.
- Experience leading implementation, consulting, professional services, customer success, or customer delivery teams.
- Demonstrated ability to lead and motivate teams while balancing competing business priorities.
- Experience managing operational metrics such as utilization, capacity planning, resource forecasting, revenue, or service delivery performance.
- Strong organizational and time management skills with the ability to manage multiple priorities in a fast-paced environment.
- Excellent written, verbal, and interpersonal communication skills.
- Strong attention to detail and commitment to delivering high-quality customer outcomes.
- Ability to effectively collaborate and influence across multiple teams and stakeholder groups.
Preferred Qualifications
- Experience managing Professional Services, Implementation, Consulting, or Customer Success organizations.
- Experience supporting ERP, financial management, accounting, or SaaS software implementations.
- Knowledge of Financial Edge NXT, nonprofit financial operations, fund accounting, or comparable enterprise financial software solutions.
- Experience with utilization management, workforce planning, forecasting, and operational performance management.
- Experience managing customer escalations and executive-level stakeholder relationships.
Success in This Role
Successful candidates will bring a combination of people leadership, operational excellence, and customer-focused delivery experience. They will excel at developing high-performing teams, driving business results, managing competing priorities, and delivering exceptional customer outcomes. They will be energized by coaching others, solving complex challenges, and partnering across the organization to support both associate and customer success.
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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we're building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
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.The starting base pay is $101,900.00 to $132,800.00. 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-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
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