Teams at Blackbaud

Leads enterprise knowledge and AI transformation across Customer Success, Support, Enablement, Product, Operations, and Technology. Develops knowledge architecture, taxonomy, governance, metadata, content standards, ownership, and lifecycle processes. Builds AI-ready knowledge foundations for retrieval, self-service, copilots, and agentic workflows. Evaluates and implements AI opportunities, improves content and response quality using performance data, drives Knowledge-Centered Service practices, and leads cross-functional adoption and change without direct authority.

Leads Blackbaud’s integrated brand content and thought leadership strategy, including research publications, customer stories, editorial channels, and content activation. Oversees the Blackbaud Institute, develops content governance and discoverability strategies, partners on AI-enabled content innovation, manages a content team and budget, and establishes performance metrics. Collaborates with marketing, product, digital, communications, customer success, data, and executive teams to strengthen brand authority and support business growth.

Provide proactive consulting to Raiser's Edge NXT customers, helping them adopt functionality, optimize business processes, navigate product releases, and maximize subscription value. Manage a customer portfolio from implementation through renewal, build stakeholder relationships, partner with Sales and Customer Success teams, support organizational change, and contribute expertise to expanding the Advisory+ offering.