CUSTOMER ADVOCACY MANAGER, CUSTOMER STORYTELLING

Blackbaud unleashes the potential of the people and organizations who change the world, and we’re growing our team. As the leading software exclusively dedicated to powering social impact, expand what is possible across the nonprofit and education sectors, at companies committed to social responsibility, and for individual change makers. 

Our culture is defined by remote-first flexibility, so you can grow and lead from anywhere, with close connection to leadership. We invest in innovation and education to fuel new ways forward, while always seeking out opportunities to give back. Every day, we aim higher, expanding what’s possible for those who change the world. 

Sitting on the Customer Advocacy team within Global Brand & Corporate Marketing, the Customer Advocacy Manager, Customer Storytelling will own the customer story program at Blackbaud, working with stakeholders across marketing, customer success, and sales to ensure that we are effectively telling the powerful stories of our customers’ success through a robust and continually-managed library of success stories.  

What you will do: 

• Manage the full customer story program, including content creation, management, and performance tracking of written and video customer story content 

• Interview customers and write and edit customer stories across diverse use cases, organization types, regions, and products. 

• Oversee the creation of customer story videos. This includes leveraging video recording platforms to capture and produce customer testimonials and working with external video production partners to create on-site customer story videos, which will require occasional travel a few times a year to capture footage. 

• Identify and track potential customer storytelling candidates, entrepreneurially following up on “leads” that emerge organically across the business as well as taking a systematic approach to mining our existing story nomination processes for strategic storytelling opportunities. 

• Coordinate approval, documentation, and timely updates of customer logos to maintain brand consistency and support marketing and sales needs. 

• Work with the Public Relations team to help identify customers for potential media opportunities 

• Manage regular audits of our customer story library to ensure accuracy and relevancy. 

• Analyze data to understand how customer stories are being used in order to drive continual improvement across these resources. 

What you will bring: 

• 4+ years of experience in a marketing, communications, customer advocacy, or related role 

• Experience managing customer relationships and driving customer stories from inception to successful conclusion 

• Excellent communication skills, both verbal and written, with the ability to identify and articulate compelling customer outcomes that align with Blackbaud’s value propositions through customer interviews 

• Strong writing and copyediting skills 

• Proven time management and organizational abilities, with experience managing multiple projects and priorities simultaneously, ensuring timely follow-ups with customers and with internal stakeholders 

• Experience with Asana a plus but not required; enthusiastic embrace required