EverAfter Administrator
Hyderabad, Telangana, India · Full Time
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- Experience
- 3+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 3 weeks ago
- Work mode
- In office
- Resume
- Required to apply
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Job description
About the Role
We are seeking a detail-oriented and tech-savvy EverAfter Administrator to enhance and expand digital customer interactions at Blackbaud. This role involves leveraging platform knowledge, operational expertise, and customer journey design to craft meaningful digital experiences that support customers through onboarding, adoption, growth, and renewal phases. Collaboration with Customer Success, Renewals, Operations, and other cross-functional stakeholders is vital to help mission-driven organizations optimize their impact while advancing Blackbaud's goal to accelerate social change through smart, interconnected experiences.
Work Location & Schedule
- Office located at Sky Tech, Financial District, Hyderabad, India.
- Primary support for customers and stakeholders during U.S. business hours.
- Regular working hours are 1 PM to 10 PM IST, with occasional adjustments to align with U.S. team collaboration and business demands.
- Participation in after-hours support shifts and some holiday coverage may be necessary depending on product, region, or business requirements.
Key Responsibilities
- Manage and govern the EverAfter platform to ensure it remains scalable, secure, and effective for internal teams and customers alike.
- Create, develop, test, and refine digital customer journeys, campaigns, and success initiatives aligned to critical points throughout the customer lifecycle.
- Collaborate with teams including Customer Success, Onboarding, Renewals, Education Services, and Operations to align business objectives with impactful digital engagement tactics.
- Handle platform requests through intake, prioritization, and execution while maintaining comprehensive documentation, standards, and operational workflows.
- Drive platform adoption by providing user training, knowledge resources, best practices, and ongoing support to enable team efficiency.
- Utilize reporting, analytics, and AI-driven insights to track engagement trends, assess effectiveness, and recommend customer outcomes and operational improvements.
- Diagnose and resolve issues related to platform functionality, workflows, data integrity, and user access in collaboration with internal teams and external vendors.
Candidate Profile
- Minimum 3 years of experience administering EverAfter or comparable digital platforms focused on customer journeys, success, engagement, or marketing technology.
- Strong understanding of SaaS customer lifecycle management and digital engagement methods including onboarding, implementation, retention, growth, and renewal.
- Proficiency in platform administration tasks, workflow automation, governance of user access, campaign oversight, and customer experience enhancement strategies.
- Experience supporting business systems, engaging cross-functional teams, managing reporting, data, and spearheading process improvements in tech-driven settings.
- Familiarity with EverAfter, Salesforce, Gainsight, customer success tools, system integrations, and data analytics platforms used to boost customer engagement and business results.
Additional Information
Blackbaud is committed to fostering social impact through dedicated technology solutions and responsible use of AI, embracing a culture that combines innovation, trust, and human expertise. We value diversity and inclusion, offering equal employment opportunities regardless of race, color, religion, gender identity or expression, sexual orientation, national origin, disability status, age, veteran status, or other protected attributes under relevant laws.