Customer Success & You

Andy Kearney · August 2018

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.

Sharon Rein · August 2018

We need better support for the RE Connector.

Sharon Early · August 2018

Andy - Greeting from Florida and welcome to an already amazing group of support people. .

Curt Schubert · August 2018

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"

Karen Tuecke · August 2018

Welcome to customer success, Andy. We wish you the best in improving customer relations with eTapestry users like us.

Andy Kearney · August 2018

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.

Andy Kearney · August 2018

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.

Donella Robb · August 2018

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....

Janelle Weber · August 2018

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.

David Weber · August 2018

Woukld be nice to be able to talk to a real person on the telephone

Jared Hammond · August 2018

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.

Margaret Meg Paulson · August 2018

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.

Andy Kearney · August 2018

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.

La Donna Borth · August 2018

Welcome Andy and best wishes in your new role!

Mike Daly · August 2018

Welcome Andy -

I look forward to working with you. The customer support is great - So welcome to a great team.

Karina Trujillo · September 2018

Welcome Andy! Best wishes with this new role for you.

Karen Stuhlfeier · September 2018

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.

Andy Schroeder · September 2018

Welcome to the community. We have been happy with RENXT and look forward to strengthening our relationship with Blackbaud moving forward.

Markella Balasis · September 2018

This is great! Thanks!!

KaLeigh Lee · September 2018

What a wonderful tool. Welcome!

Karen Tuecke · September 2018

Again, welcome Andy!

Alfred Archampong · September 2018

Nice meeting you Andy!

Maya Rosman · September 2018

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!

Heidi Tabat · September 2018

Welcome Andy!

Jean Short · September 2018

Welcome, Andy!

Lauren Fardella · September 2018

Welcome and congratulations on joining the awesomeness of Blackbaud!

Jenny Marquardt · September 2018

Hello,

I have always been pleased with my experiences.

Thanks!

Lisa Saneda · September 2018

Welcome Andy. Best of luck.

Janet Griffin · September 2018

Any help with customer success would be greatly appreciated. We had a great Sales Rep, but since she moved on, not quite the same.

Amy Dana · September 2018

Thanks for the update!

Crystal Chouinard · September 2018

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.

Customer Success & You

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