As a Customer Support Principal, you'll be a strategic resource who is responsible for facilitating workflow between Customer Support and other departments, ie. PTG, to prioritize issues and enforce operational level agreements. You’ll be the highest level of subject matter expertise not only on the product, but also on Support processes and customers, allowing you to effectively represent Support as needed with other departments. You’ll navigate highly escalated or complex issues and proactively surface trends to leadership. As an expert you will regularly provide coaching and guidance to tenured resources and proactively consider continuous improvement initiatives. You will regularly coordinate with various resources across Support and other areas of the business on projects, product enhancements, challenges, and goals.
What you'll do:
Represent Support as the liaison with PTG, ensuring effective filing and prioritization of defects as well as enforcing OLAs.
Assume ownership to oversee Yodlee cases, defects, and meetings.
Respond to complex tickets, assisting the team or taking ownership of advanced cases.
Provide subject matter expertise for EAPs, preparing Customer Support for new functionality and identifying risks.
Author and edit Knowledgebase content using KCS methodologies.
Capture case trend data to assist in creating NFRs or business cases to reduce costs.
Report service incidents or requests to internal groups, acting as a customer-facing liaison.
Stay updated on product changes and rapidly learn new product functionalities.
Be responsible for customer issues, collaborating across teams to ensure flawless service integration.
What you'll bring:
4-6 years of experience using, supporting, or consulting on Blackbaud Financial Edge software.
Have an accounting background or experience, such as an Accounting degree, experience as accountant or bookkeeper, experience with accounting concepts, or experience with accounting softwares such as Quickbooks, Financial Edge, etc.
Are skilled in diplomacy and tact when dealing with diverse individuals.
Ability to work assigned schedules, including after-hours, weekend, or holiday coverage as required by business needs.
Rapidly learn new concepts and ideas.
Ask critical, insightful questions to facilitate problem-solving.
Act as a calming influence in tense situations, providing direction and guidance.
Integrate unrelated information to develop creative, strategic approaches.
Accurately predict behaviors using keen insight into others.
Work effectively in continually changing environments.
Quickly identify key issues for important decisions.
Anticipate obstacles and take timely steps to minimize impact.
Create long-term strategies that anticipate customer needs.
Have familiarity using or supporting Yodlee or other third-party financial aggregators used for bank feeds and credit card feeds preferred.
Understand or have familiarity with APIs (Application Programming Interface) preferred.
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Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an 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.
