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Customer Success & You

Hello, my name is Andy Kearney, and it is my pleasure to be serving our Blackbaud Community as your Vice President of Customer Success. I wanted to take this opportunity to introduce myself to the Community and share what is happening with your Customer Success experience.

We know your organization is on a mission—and we’re proud to help support you in it.

Backed by more than 500 cumulative years of experience in the social good sector, our Customer Success Team is devoted to providing all Blackbaud customers the knowledge they need to drive outcomes and advance their missions, ensuring the best possible customer experience. 

So, what can you expect from our team?

•    Industry thought leadership and insight from peers at similar organizations
•    Checklists to gauge progress and ensure that you’re equipped for each step in your journey
•    Preparation for solution updates to maintain your competitive edge
•    And personalized recommendations to help maximize ROI

Our passionate team members are always here for you, connecting you with resources, information, and data-proven best practices that help you get the most out of all your Blackbaud solutions and put you on the path to success. We’ll show you how to capitalize on opportunities and navigate any obstacles that arise, so you can focus on making your vision a reality. 

It’s all part of our unmatched commitment to you—and to this Community.

If you ever need guidance in your journey to success, or want to know how to further maximize your ROI on your Blackbaud solutions, our Customer Success team is here to help. Contact us at We will certainly be reaching out to you. Please be on the lookout for our programs, events, and special communications all designed to make your journey to successful outcomes a seamless and collaborative one.

Your success is our success. Thank you for making us a part of your mission to make the world a better place.
Posted by Andy Kearney on Aug 3, 2018 8:30 AM America/New_York

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We need better support for the RE Connector.
  • Posted Fri 03 Aug 2018 09:42 AM EDT
Andy - Greeting from Florida and welcome to an already amazing group of support people.  .   
  • Posted Fri 03 Aug 2018 10:00 AM EDT
Good Luck Andy Kearney you have an up hill battle ahead of you! In our three years of using FE and RE. Blackbaud and Customer Success are not two words that really do together in our Marian Catholic High School Universe. More like Blackbaud and Customer Disappointment, Frustration and Anger are more like the words that go together. Yikes! Good Luck to you and your team it is will be very long and draw out battle achieve "Customer Success"

  • Posted Fri 03 Aug 2018 11:08 AM EDT
Welcome to customer success, Andy. We wish you the best in improving customer relations with eTapestry users like us.
  • Posted Fri 03 Aug 2018 11:11 AM EDT
Curt,  Thank you very much for your candid response, and thank you for your time this morning.  I look forward to our follow up conversation so that we can ensure your feedback is heard and a response provided.  We want to make certain that Marion Catholic High School experience Customer Success as 2 words that do go synonymously with Blackbaud.
  • Posted Fri 03 Aug 2018 11:22 AM EDT
Hi Karen, 

Thank you very much for your response and feedback.  It is absolutely our goal to ensure you and your organization have a positive experience with eTapestry, and with Blackbaud overall.  We have recently launched several adoption programs, and I will make certain that you receive the most recent ones focusing on eTapestry.  Thank you again, and I look forward to further communicating with you and the Blackbaud Community.  
  • Posted Fri 03 Aug 2018 11:44 AM EDT
This all sounds great -- I just wish that our Customer Success Manager would actually talk to me, or even send an email once in a while :(  I think he is overworked....
  • Posted Fri 03 Aug 2018 11:57 AM EDT
Welcome to you Andy!  And thank you to Blackbaud for helping us achieve our organization's mission of creating business solutions to poverty.  The more help you can offer, with improved customer service, the more successful we can all be in our joint mission.
  • Posted Fri 03 Aug 2018 01:35 PM EDT
Woukld be nice to be able to talk to a real person on the telephone
  • Posted Fri 03 Aug 2018 01:56 PM EDT
Hi Andy - We were very excited when the Customer Success concept was first introduced, and we had good experiences with our dedicated Customer Success Manager who could help us navigate conflicting information that was coming from different branches of Blackbaud and who built up a knowledge of the history of the issues we faced so that we didn't have to start from scratch every time we experienced another variation on a previous problem. Something as straightforward as a renewal invoice often requires coordinating multiple Blackbaud departments (Sales, Renewals, A/R) whose separation of responsibilities may make sense on your end but are impenetrable from outside your operation. A dedicated CSR was a tremendously valuable bridge.

It's our understanding that this new "team" structure has eliminated the one-to-one relationship between an assigned Blackbaud rep and a specific organization, and I can say this feels like the burden of "success" has been shifted back to the client. Even taking the time to leave this comment takes away from more important tasks I have to address today, and I suspect most nonprofits can ill afford additional hours to manage another Blackbaud team. We need troubleshooters advocating on our behalf, not more blogs or links to online resources.

We will wait to see how this new team approach works in practice, but please note that one important measure of your clients' success can be measured by how little effort must be expended to resolve Blackbaud-related problems.
  • Posted Fri 03 Aug 2018 01:57 PM EDT
Andy - The Sales department does a great job, but once the software is purchased customer service leaves a great deal to be desired. There is a complete disconnect between the expectations that are set during the sales process and the support provided for the implementation process.  I'd welcome a call to discuss.
  • Posted Fri 03 Aug 2018 02:09 PM EDT
Thank you to everyone who reached out or commented here. Your feedback and willingness to share is greatly appreciated, and your Customer Success Team remains committed to further engaging with all of our customers and improving your experience with Blackbaud.
  • Posted Tue 07 Aug 2018 09:21 AM EDT
Welcome Andy and best wishes in your new role!
  • Posted Wed 08 Aug 2018 11:44 AM EDT
Welcome Andy - 
I look forward to working with you.  The customer support is great - So welcome to a great team.
  • Posted Thu 16 Aug 2018 09:57 AM EDT
Welcome Andy! Best wishes with this new role for you.
  • Posted Mon 10 Sep 2018 02:45 PM EDT
Thanks for introducing yourself! I think that an interesting idea would be to set up a mentor program to match up new users with seasoned veterans. Not to do training, but to be a resource to ask questions. I wouldn't mind helping someone in this capacity.
  • Posted Mon 10 Sep 2018 03:42 PM EDT
Welcome to the community. We have been happy with RENXT and look forward to strengthening our relationship with Blackbaud moving forward.
  • Posted Mon 10 Sep 2018 03:44 PM EDT
This is great! Thanks!!
  • Posted Mon 10 Sep 2018 03:45 PM EDT
What a wonderful tool. Welcome!
  • Posted Mon 10 Sep 2018 03:46 PM EDT
Again, welcome Andy!
  • Posted Mon 10 Sep 2018 03:47 PM EDT
Nice meeting you Andy!
  • Posted Mon 10 Sep 2018 03:48 PM EDT
Hi Andy and welcome. I've had really good experience with Customer Success when I worked at an Arts & Cultural organization, but I've learned that in Higher Ed there aren't enough Customer Success folks to have a specific one assigned to us. I really valued having a specific CS person as a resource and would love to be able to draw on this again in the future!
  • Posted Mon 10 Sep 2018 03:49 PM EDT
Welcome Andy!
  • Posted Mon 10 Sep 2018 03:53 PM EDT
Welcome, Andy!
  • Posted Mon 10 Sep 2018 03:53 PM EDT
Welcome and congratulations on joining the awesomeness of Blackbaud!
  • Posted Mon 10 Sep 2018 03:53 PM EDT

I have always been pleased with my experiences.

  • Posted Mon 10 Sep 2018 03:59 PM EDT
Welcome Andy.  Best of luck.
  • Posted Mon 10 Sep 2018 04:00 PM EDT
Any help with customer success would be greatly appreciated.  We had a great Sales Rep, but since she moved on, not quite the same.
  • Posted Mon 10 Sep 2018 04:16 PM EDT
Thanks for the update!
  • Posted Mon 10 Sep 2018 04:20 PM EDT
Hi Andy! 
At my new job I do not work with our customer success manager but I did at my previous job. I always appreciated having my customer success manager to help guide me to the right place, training, or resource. Thank you in advance for taking the CSM program to new levels. 
  • Posted Mon 10 Sep 2018 04:21 PM EDT
Hi Andy, 
Thank you for introducing yourself. I am a big RE and BB Community fan. 
I love the idea of a customer success team. I am in the process of training a new hire for RE data entry and such. The problem is that our training subscription has run out and now I am looking to You Tube for training videos and such. Are any of the BB lower level training classes/webinars  or videos available with our annual maintenance fee? Seems to me that to ensure success, at least at the fundamentals level training would be included.  
Any chance this could happen? 
~ Susan 
  • Posted Mon 10 Sep 2018 04:46 PM EDT
Welcome and good luck, Andy!
  • Posted Mon 10 Sep 2018 05:18 PM EDT
LIke many have posted already, there seems to be serious communication issues between the Sales Reps, support, and customer Success. 

Moving forward, it would be the best possible scenario if once we have a Customer Success person assigned to us, that they STAY assigned, and that we have phone and email contact information for them. Sending emails to the "generic email" of does NOT foster a sense of there being a real person on the other end of the equation.

That being said, my most recent experience with Customer Success actually saved my sanity - happy to discuss individually if you'd like more information.
  • Posted Mon 10 Sep 2018 05:25 PM EDT
Hello Andy,
We use ETapestry.  While I would love all the bells and whistles of RE Nxt but we can't afford it.  I am happy with Etapestry and am in the process of getting an ETapestry Certification
  • Posted Mon 10 Sep 2018 05:37 PM EDT
Welcome, Andy - good luck!
  • Posted Mon 10 Sep 2018 05:38 PM EDT
Welcome, Andy!
  • Posted Mon 10 Sep 2018 05:46 PM EDT
Welcome Andy!  Looking forward to some positive changes.  I would appreciate your help looking into performance issues in the Boston data center for RE Database view.  Happy to help and troubleshoot.  As a shareholder, I want to see Blackbaud succeed as well as all nonprofits what work for the social good.  I love what you guys do and your mission to enable nonprofits.  Keep up the good work.  For the social good! #Cheers
  • Posted Mon 10 Sep 2018 06:57 PM EDT
Thank you for this blog post.  

I was first exposed to Blackbaud through my current employer,  and like many Blackbaud customers have shared, the client to vendor relationship I've observed in my org has been turbulent.  

I was very excited to attend the two Customer Success workshops hosted at the User Conference this year,  and to bring back to my org the explanation of Blackbaud's infrastructure.  For me personally,  the information alleviated a lot of tension and frustration in dealing with Blackbaud reps/entities because I can better understand the framework you as the vendor are operating from. 

Since the User Conference, I have reached out to the Customer Success department a few times.  Though my inquiries weren't quite what Customer Success is designed to address,  they got the results my org was looking for.  So far,  Customer Success has proven for us to be an effective resource as a collective entity.

If there were a choice,  a dedicated CS rep for each client would be preferred,  but I get the sense that Blackbaud is expanding at a rate where a dedicated Success rep for each client is infeasible.  If Customer Success can continue to honor their 48 hr window for not just response but results/getting things done,  then I don't mind the team structure at all.
  • Posted Tue 11 Sep 2018 01:32 AM EDT
Hi Andy!  Thanks for the info!  :)
  • Posted Tue 11 Sep 2018 08:16 AM EDT
Welcome, Andy. 
  • Posted Tue 11 Sep 2018 08:39 AM EDT
Welcome Andy - I am an eTap user and generally pretty happy with our product and mostly good experiences with customer support. It really has become automated and sort of disconnected - but so far that has not impacted me too much. I am a one person shop and I find all the emails and challenges etc a bit overwhelming sometimes. But I do enjoy it when I can find the time to connect. Best of luck.
  • Posted Tue 11 Sep 2018 10:17 AM EDT
  • Posted Tue 11 Sep 2018 10:27 AM EDT
Welcome Andy!
  • Posted Tue 11 Sep 2018 12:07 PM EDT
Welcome, Andy!  I'd echo some of the comments here about the disconnect between Blackbaud and its customers.  I've not had the best luck with support in the last year and while I appreciated the work my dedicated customer support rep provided, the results were incredibly slow to achieve and communication from Blackbaud leaves so much to be desired.  Hearing that we no longer have a dedicated customer success member who knows our organization and its needs feels like a step back and many of the issues other users have posted here ring true for me as well, so I certainly wish you luck in conquering what has been a long standing issue with your customers.  
  • Posted Tue 11 Sep 2018 02:55 PM EDT
Welcome Andy to your new position.
  • Posted Wed 12 Sep 2018 08:54 AM EDT
Looking forward to working with you Andy!
  • Posted Wed 12 Sep 2018 12:32 PM EDT
Hi Andy, Best wishes in your new role.
  • Posted Wed 12 Sep 2018 01:58 PM EDT
Welcome Andy, Blackbaud has a wonderful community and provides great support and solutions!
  • Posted Wed 12 Sep 2018 03:25 PM EDT
Hey Andy! Welcome! :) 
  • Posted Wed 12 Sep 2018 03:34 PM EDT
Hiya Andy, and welcome :) I truly appreciate(d) my dedicated CSR, and I hope I enjoy the experience with a more team approach as well.
All the best,
Tonya (;3
  • Posted Thu 13 Sep 2018 10:15 AM EDT
We need modules that encompass our entire organization - fundraising, ticketing, classes, events, shop, etc. 
  • Posted Thu 13 Sep 2018 04:20 PM EDT
Welcome Andy!
  • Posted Fri 14 Sep 2018 09:49 AM EDT
Welcome Andy!  We were a beta site for Altru and have had our ups and downs.  Recently recommitted to the product, and hoping to work out the kinks.  Looking forward to seeing how Customer Success department works with us on achieving that. 
  • Posted Mon 17 Sep 2018 09:58 AM EDT
  • Posted Mon 17 Sep 2018 11:00 AM EDT
Welcome, Andy!
  • Posted Tue 18 Sep 2018 10:51 AM EDT
The best to you Andy! Thanks for making us a priority.
  • Posted Tue 18 Sep 2018 10:54 AM EDT
  • Posted Wed 19 Sep 2018 12:19 PM EDT
As others have mentioned it was nice to have a dedicated person who knew who you were when you called and was right on target when you had questions. Many years ago we had a lot of updates and work done with our system and we had 2 great support people we could count on. It really made all the difference. Fast forward to our org moving to NXT. A lot of confusion and missteps and not a lot of support. I see you are really moving into healthcare. I hope when we are ready we will have a good advocate to help us with Grateful patient programs.
  • Posted Wed 19 Sep 2018 01:41 PM EDT
Andy, et al,  just a quick note to update my previous comments.  I truly appreciate the follow-up from you and the rest of your team that assisted in helping me understand the team approach for the Customer Success area.  This discussion board combined with the CONSISTENT and personal interactions with the team are getting Blackbaud back on track. 

Thanks again,
  • Posted Wed 19 Sep 2018 03:38 PM EDT
Good afternoon everyone, 
I just want to thank you all for taking the time to connect with me and provide your feedback to my posts and our organization. All feedback (both good and bad) is important to us, as it helps us to grow, improve, and better serve our customers.  The success of our customers is most important to the Customer Success organization, and we are actively reviewing and making sure to respond to your comments.  Stay tuned for more programs and communications from the Customer Success team.  These programs are designed to help you maximize the value out of the solutions you own to reach the outcomes you are seeking to achieve.  As you receive our communications, tell us what you think.  We welcome, and most importantly, are responsive to your feedback. 
  • Posted Wed 19 Sep 2018 03:58 PM EDT
Welcome and hello from South Florida!!
  • Posted Fri 21 Sep 2018 01:31 PM EDT
Welcome Andy! Congrats on your new role!
  • Posted Mon 24 Sep 2018 11:35 AM EDT
Welcome to Customer Success and I know we all look forward to the increased communication.
  • Posted Mon 24 Sep 2018 12:14 PM EDT
Welcome Andy!
One of my frustrations is the inconsistency I get when I reach out.  I have gotten completely conflicting answers when reaching out.
  • Posted Tue 25 Sep 2018 02:44 PM EDT
Welcome and good luck!  I certainly hope that you are able to improve upon the customer experience at Blackbaud.
  • Posted Thu 27 Sep 2018 09:40 AM EDT
Welcome Andy!  It would be great if we could have at least 1 member of a team who is with us for longer than 1-2 years.  We have been through 5 reps in as many years.
  • Posted Fri 28 Sep 2018 12:49 PM EDT
A hearty hello to you from Southwestern Ontario, Canada! Fanshawe has benefited from some fantastic support from the Customer Success program (shout out to Tim Vire and his team!). I look forward to seeing what's ahead for us all.
  • Posted Wed 03 Oct 2018 03:58 PM EDT
Support staff who know their product well, no more "We'll refer this to the (insert team name) team and someone will get back to you."
  • Posted Thu 04 Oct 2018 04:46 PM EDT
When I call customer service, I would like to be able to speak with representatives that have my same level of experience.
Thanks for the opportunity.
  • Posted Fri 05 Oct 2018 12:32 PM EDT
Hi Andy - welcome to your new(ish) role. I appreciate you reaching out to masses here in Community and hope you will 'walk the talk' you are representing. I've found support at Blackbaud to be a mixed bag - very good people, appreciate what they do. Customer Success Team members on the other hand are another name for Sales Reps (I believe) and they change frequently. It is also rather frustrating not knowing who to contact when, so if you can simply that and communicate in a more timely manner (such as when our Customer Success contact is changed) that would be a great improvement and beginning.
  • Posted Tue 09 Oct 2018 08:54 AM EDT
  • Posted Wed 17 Oct 2018 05:53 PM EDT
I'd love to have regional gatherings for Altru users or an easier way to identify other customers in our region
  • Posted Tue 23 Oct 2018 09:35 AM EDT
Congrats on the new position. 
  • Posted Tue 23 Oct 2018 01:42 PM EDT
I saw you at BBCon and enjoyed your energy.  I look forward to improvements in your area and have already noticed them in this short time you have been there.
  • Posted Thu 25 Oct 2018 11:54 AM EDT
Good luck Andy!  It feels like customer success staff have their work cut out for them to scale the software to the limits of budget and staffing at most organizations.  Tough job.
  • Posted Tue 30 Oct 2018 09:32 AM EDT
Hi Rachel.  Thanks so much for your post.  Customer success is certainly a passion of mine and I’m so excited to have this opportunity.  For me, it’s about changing all of the stereotypes that customers think about when they implement and use the technology solutions they purchase and create a positive experience that makes a meaningful impact for our customers.   I really look forward to staying engaged with our customers....learning from you and most importantly, striving to make your experience even better so that you can pass that experience on to the people with whom you engage.  I really appreciate your comments, responses, and suggestions 
  • Posted Tue 30 Oct 2018 09:42 AM EDT
Greetings from the beautiful islands of Hawaii. Good luck!
  • Posted Tue 30 Oct 2018 05:39 PM EDT