Senior Manager, Professional Services Delivery

Blackbaud; Charleston (SC); On-site; USD 102,000 - 133,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Remote-flexible workforce

Wellness programs

401(k) with employer match

Flexible PTO

Generous parental leave

Donations for Doers

Pet insurance, identity protection

Tuition reimbursement

Job summary

Blackbaud seeks a Manager, Professional Services in Charleston to lead a team delivering software implementations, advisory, and consulting services. This player-coach role combines people leadership with delivery excellence to ensure customer success.

You will drive utilization, resource planning, and development of associates while partnering with cross-functional teams to align delivery with business objectives and maintain high-quality customer outcomes.

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.

Responsibilities

• 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.
• 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.
• 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.

Skills

People management

Leadership

Performance management

Coaching

Resource forecasting

Stakeholder management

Communication

Job description

Blackbaud seeks a Manager, Professional Services in Charleston to lead a team delivering software implementations, advisory, and consulting services. This player-coach role combines people leadership with delivery excellence to ensure customer success.

You will drive utilization, resource planning, and development of associates while partnering with cross-functional teams to align delivery with business objectives and maintain high-quality customer outcomes.