Team Lead, Core Services - Canberra, Australia - Blackbaud

Description

We are looking for a Team Lead within our Core Services group who will be responsible for leading the team to deliver core product implementations and managed services.

In this coach/player role you will engage with nonprofit organisations who are in the process of selecting and implementing one of our core products (Raisers Edge NXT, eTapestry, Blackbaud Grants Management System) to enable an effective delivery and maintain high levels of customer satisfaction.

You will work directly with the wider Services Group, Sales Team, Project Managers, Customer Success, as well as the Consultants who support our clients.

Our core product set is an evolving offering that changes from time to time, and you will help manage the adoption, delivery, and sales of this group, and where applicable, retirement of products.

About the role

• Deliver project and managed services work as required, (expectation of 60% team leadership, 40% project or managed services delivery)
• Leading the Core Services Team through the delivery of Core product implementations and related Managed Services
• Support your team to recruit, retain, and develop consultants capable of delivering high quality services
• Develop and coach the various team members as required; define development and training needs whilst addressing performance concerns
• Work closely with the Sales Reps and Team Leader Enterprise Services to define, package, market, and deliver managed services
• Ensure all team members follow appropriate time reporting, expense reporting, policies and procedures
• Enhance and enforce knowledge management participation
• Forecasting resource needs to match sales bookings
• Build relationships with a view to providing customer delight, increasing renewal rates and reducing churn

What we need from you

• Experience in management of a professional services or sales support
• 3+ years of experience implementing, selling, or demonstrating software
• Proven understanding of professional services business drivers
• Experience with both project and practice financial management such as budgeting, forecasting, and revenue recognition
• Demonstrated aptitude for leadership skills in their current role
• A sound understanding of how NFP software is used in the Australian Market
• Ability to manage issues with large and small clients, whilst escalating appropriately
• Display skills and aptitude for coaching and mentoring team members
• Demonstrated ability and willingness to contribute to Professional Services Practice

- improvements


Bonus

• Experience/understanding of one of Blackbaud Core Markets products

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