EverAfter Admin

We re looking for a highly organized, customer-focused, and technology-savvy EverAfter Administrator to help shape and scale digital customer experiences across Blackbaud. In this role, you ll combine platform expertise, operational excellence, and customer journey design to create meaningful digital experiences that guide customers through onboarding, adoption, growth, and renewal. Partnering closely with Customer Success, Renewals, Operations, and other cross-functional teams, you ll play a key role in helping purpose-driven organizations maximize their impact while supporting Blackbaud s vision to accelerate social impact through intelligent, connected experiences.

• This role supports customers and stakeholders primarily during U.S. business hours.
• Expected working hours are 1 PM to 10:00 PM IST, with occasional flexibility required to support collaboration with U.S.-based teams and business needs.
• Participation in after-hours support rotations and select holiday coverage may be required based on product, region, or business needs.

What youll do

- Own the administration and governance of the EverAfter platform, ensuring a scalable, secure, and effective experience for internal teams and customers.
- Design, build, test, and optimize digital customer journeys, campaigns, and success experiences that support key milestones across the customer lifecycle.
- Partner with Customer Success, Onboarding, Renewals, Education Services, and Operations teams to translate business objectives into impactful digital engagement strategies.
- Manage intake, prioritization, and execution of platform requests while maintaining clear documentation, standards, and operational processes.
- Drive adoption and enablement through user training, knowledge resources, best practices, and ongoing support that empower teams to work more effectively.
- Leverage reporting, analytics, and AI-enabled insights to monitor engagement trends, measure effectiveness, and recommend improvements to customer outcomes and operational efficiency.
- Troubleshoot platform, workflow, data, and access issues while collaborating with internal partners and vendors to resolve challenges and implement enhancements.

What youll bring

- 3+ years of experience administering EverAfter or a similar digital customer journey, customer success, customer engagement, or marketing technology platform.
- Knowledge of SaaS customer lifecycle management and digital engagement strategies, including onboarding, implementation, adoption, retention, expansion, and renewal.
- Understanding of platform administration, workflow automation, user access governance, campaign management, and customer experience optimization.
- Experience supporting business systems, cross-functional stakeholders, reporting, data management, and process improvement initiatives within a technology-driven environment.
- Familiarity with EverAfter, Salesforce, Gainsight, customer success technologies, integrations, and analytics tools used to drive customer engagement and business outcomes.