Client Director - Enterprise Customer - Blackbaud - Washington

Job description
Blackbaud has been a leader in non-profit management solutions, and we’ve been instrumental in the success of over thirty thousand organizations, helping them build and manage the supporter relationships that fuel their missions. These organizations count on Blackbaud as a trusted partner, one that brings expertise in technology-enabled business and non-profit management. The Client Director position holds a key role in developing and retaining that trust, while strategically strengthening client relationships with Blackbaud.

Role Summary/Purpose
Blackbaud has created a new Strategic Account Management program for our largest, most complex customers, and the Client Director is at the heart of the delivery model. Our Client Director will own the relationships with our most important customers. The goal of the Client Director is to create customer loyalty, stimulate growth, enhance profitability, and drive innovative service delivery. Simply put, this role is the P&L owner of major clients, and the success of the role will be determined by client satisfaction, portfolio expansion and profitability related to these largest, most strategic partnership centric customers.


The ultimate measure of success for a Client Director is to develop and sustain a long-term “trusted advisor” relationship with our clients. Utilizing deep industry knowledge and experience working with executive leadership, the Client Director will define the relationship with our key customers, and will lead all strategic transformation initiatives. The role will be responsible for developing opportunities for continued Blackbaud involvement at the executive decision level, and will have ultimate responsibility for advising the customer on capitalization strategies for existing products.

The Client Director will work closely with each of us to leverage Blackbaud resources and capabilities in creating and fulfilling value-based solutions, to meet our customer's and our company's requirements and expectations. Although account management and customer service will not rest exclusively with the Client Director, the role will be the functional leader calling and initiating all of the activity. As the leader on the ground within the client facilities, this role will have control over driving the delivery of all sales, support, services and product implementations.
Essential Responsibilities
The Client Director is accountable for creating, expanding, retaining, elevating and managing the strategic relationship between the client and Blackbaud. The Client Director has ultimate accountability for revenue, sales, delivery and client satisfaction.
Key Accountabilities and Activities
Revenue, Bookings, and Margin
Owns responsibility for accurate prediction and delivery of financial outcomes
Individual will be responsible for delivering on specific quota and revenue targets (TBD)

Business Development
Develops client specific opportunities and produces pipeline jointly with the Business Unit
Increases Blackbaud footprint by developing sales funnel and generating new sales opportunities
Wins new business and generates client expansion, with high level relationships, sales and negotiation skills and client oriented communications
Maximizes product structure and creates large bundled deals

Account Relationship Management
Responsible for orchestrating the deployment of corporate-wide resources to provide comprehensive solutions and services to the client
Responsible for problem resolution - efficiently and creatively solving even the most complex and difficult problems that affect the relationship; strategically analyzing the risks, benefits and opportunities of various solutions.
Defines and sets the strategic direction, functions as a thought leader and strategic business partner with the client and provides leadership to the Team(s) for their accounts
Develops a strong understanding of the client that includes their business drivers and strategies, competitive position in the marketplace, industry trends, key strategic partner relationships, as well as key executives and decision makers, etc.
Builds, enhances and executes the long term client relationships and communication at the C-level, with other key executives, key decision makers and influencers and acts as a trusted advisor to senior executives within the client organization

Product / Industry Knowledge
Analyzes and keeps abreast of significant market changes (trends, issues, M&A activity, and corporate developments) that would be valuable information to the client and that mitigates and manages risk to Blackbaud and the client.
Must have deep understanding of Blackbaud and other industry products and be capable of identifying and articulating the value proposition of Blackbaud solutions.
Internal Collaboration
Builds cooperation and collaboration with the Blackbaud business units to realize revenue growth, client value and satisfaction
Drives Delivery Service Excellence – Takes primary leadership role with delivery of all services to client
Responsible for soliciting client feedback and developing actionable plans to address any deficiencies
Participates on Client Director Team to create efficiencies in the role and to share best practices across the role
Acts as a people leader, enthusiastically working to develop the professional capabilities of everyone on the delivery team

Desired Skills and Experience
Qualifications and Requirements
Bachelor’s degree required/Master’s degree preferred
10 years of deep not-for-profit, technology, etc. expertise preferred
15 years of experience structuring large bundled deals in the technology industry
Minimum 15 years delivery, sales and account management experience
Extensive experience working for a Product or Services company
A history of exceeding financial commitments
Experience working in a large, matrix organization with complex products and services

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