Sr Manager, CS Knowledge Engineer

Senior Manager, Value & Impact Management

Global Customer Support

Role Overview

As Senior Manager, Value & Impact Management, you will play a critical leadership role in advancing Blackbaud’sAI‑first,digital‑ledCustomer Support strategy. Operating within a highly matrixed environment, this role requires strong strategic thinking, systems leadership, and closecross‑functionalpartnership with Product, IT, Engineering, and Data & Intelligence to scale modern support capabilities across people, platforms, and AI.

Reporting to the VP, Head of Global Customer Support, you will be accountable for theday‑to‑dayexecution andlong‑termevolution of four tightly connected domains: Digital Support Experience, Enablement & Readiness, GenAI and Agentic AI capabilities, and Knowledge as foundational infrastructure. Together, these domains form the intelligence and execution layer that enables Customer Support tooperatepredictiv...