Customer Success & You

Published

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 customersuccess@blackbaud.com. 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.

News Community News 08/03/2018 8:30am EDT

Added by Andy Kearney

78 Comments

Amber LeJeune Apr '21

Thank you Andy! I look forward to learning more and interacting with others :)

Arturo Sayco Oct '18

Greetings from the beautiful islands of Hawaii. Good luck!

Andy Kearney Oct '18

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

Rachel Slager Oct '18

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.

Cammi Derr Oct '18

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.

Lauri Roberson Oct '18

Congrats on the new position.

J Kiku Langford McDonald Oct '18

I'd love to have regional gatherings for Altru users or an easier way to identify other customers in our region

Carley Haynes Oct '18

Welcome!

Joanne Felci Oct '18

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.

Sofia Bonnelly Oct '18

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.

Paul Sapiano Oct '18

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."

Becky Rine Oct '18

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.

Marilyn Garvey Sep '18

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.

Brett Chapman Sep '18

Welcome and good luck! I certainly hope that you are able to improve upon the customer experience at Blackbaud.

Julie Lytle Sep '18

Welcome Andy!
One of my frustrations is the inconsistency I get when I reach out. I have gotten completely conflicting answers when reaching out.

Sage Evans Sep '18

Welcome to Customer Success and I know we all look forward to the increased communication.

Megan Shackle Sep '18

Welcome Andy! Congrats on your new role!

Patti Hommes Sep '18

Welcome and hello from South Florida!!

Andy Kearney Sep '18

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.

Elaine Tucker Sep '18

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,
Elaine