Customer Renewals Representative

Blackbaud

2d•Remote

About The Position

About the Role Our Customer Success organization partners proactively with customers to help them fully leverage Blackbaud’s capabilities by aligning our software with their desired business outcomes. Within this organization, our Renewals team plays a critical role in retaining customers, renewing and consolidating contracts, and identifying any challenges or opportunities that may impact the customer experience. We’re seeking a confident communicator with strong attention to detail—someone who leads from the front, thrives in a proactive environment, and brings an entrepreneurial mindset to customer partnerships.

Requirements

Communicates openly and candidly across all levels of the organization.
Demonstrates exceptional capability when working with executives and senior leadership.
Acts as a stabilizing, calming presence during high‑pressure or crisis situations, providing direction and clarity for others.
Quickly identifies the significance of information and makes insightful, strategic decisions.
Builds strong, trusted, long‑term relationships with customers.
Communicates complex concepts with clarity, tailoring tone and format to the audience.
Takes timely and strategic action to guide groups and organizations toward effective collaboration.
Handles sensitive or difficult external situations professionally, shifting potentially negative interactions toward positive outcomes for Blackbaud.
Thinks broadly and strategically, considering all variables that could impact future success.
Ensures alignment and understanding of mission, goals, and priorities across teams.

Responsibilities

Managing a seamless, on‑time renewal process for customers.
Ensuring customers approaching usage thresholds are informed in advance.
Leading the renewal cycle across all subscriptions, maintenance, Professional Services, and Managed Services.
Partnering with the Sales team on strategic renewals and up‑sell opportunities.
Managing a predictable renewal workflow by engaging customer decision makers 4–6 months before renewal dates.
Proactively negotiating renewals when needed, with careful attention to any accounts that may be at risk.