Who are we
Blackbaud, a SaaS solution provider that powers Social Good through software, services, expertise, and data intelligence, is seeking a Customer Contact Data Analyst who has a passion for data and an obsession for delivering high quality solutions and actionable insights to internal and external customers.
What we are looking for
You will lead analysis & resolution in identify and resolving customer contact data changes. High quality customer contact data is vital to the Sales, Support & Renewals processes and critical to the mission of our Customer Success team. You will be part of a larger customer data team, with opportunities over time to focus on delivering quantifiable value via data modelling, data automation, and data applications, as well as operational reporting. Your efforts will align with and enhance activities in our data governance, data engineering, and data science pillars and directly impact our ability to use data for decision-making and driving outcomes for our Customer Success team, and our customers.
Responsibilities
• Define & Build playbooks (manual or digital) to help enhance customer data health.
• Conduct research & validate Blackbaud (BB) customer contact record in Blackbaud internal system/tool alongside leveraging other external tools.
• Update BB customer contact record that helps cross functional teams (sales, customer success, renewals & marketing) reach the valid customer contact for upsell/cross.
• Act as data custodian and subject matter expert on Customer Data.
• Maintain and report on Contact data health quality metrics.
• Engage with customers to resolve customer contact data health & update existing customer contact records.
• Develop monthly/quarter cadence for data cleansing & validation.
• Develop data models, dashboards, and reports in Qlik Sense/similar analytics platform, Salesforce & Excel to support the overall performance and reporting.
• Develop data integrations through extracting, transforming and loading (ETL) data from various sources.
• Contribute to continuous improvement of CRM data governance practices.
• Create and maintain technical documentation.
Qualifications
• 1-3 years of experience engaging with B2B customers.
• Bachelor’s degree in marketing or related Technology fields.
• Experience working in an Agile or cross‑functional team environment.
• Experience working as an individual contributor with high attention to detail and commitment to data accuracy.
• Excellent written & verbal communication skills to engage with non-technical audiences.
• Experience with Salesforce Contact and Account data models. (Preferred)
• Familiarity with B2B SaaS customer lifecycles and renewal motions.
• 1-3 years of experience performing quantitative analysis.
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Blackbaud is a digital-first company which embraces a flexible remote or hybrid work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
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