Project Manager, Non-profit CRM at Blackbaud

Job description

About the role We are looking for a Project Manager to join our Professional Services team, helping non-profit organisations transform their operations through the successful implementation and adoption of Blackbaud solutions. Reporting to the Professional Services Director, you will be accountable for the full project lifecycle, from initiation and planning through delivery, control and closure. You will manage multiple engagements, including complex enterprise implementations for some of Blackbaud’s highest-profile and most strategic customers. You will establish effective project governance, maintain control of scope, budget, schedule and risk, and build trusted relationships with customer executives and project teams. You will also help customers prepare for change, adopt their Blackbaud solutions and realise the intended benefits. As a senior member of the team, you will help develop consistent approaches to project delivery, adoption and value realisation. Some travel to customer sites in the UK, including occasional overnight stays, may be required. What you’ll be doing Project management Take overall responsibility for the successful delivery of complex technology implementation projects. Manage multiple Blackbaud Professional Services engagements concurrently, ranging from smaller prescriptive projects to enterprise implementations. Develop and maintain project plans covering outcomes, scope, responsibilities, resources, milestones, dependencies and governance. Monitor delivery against agreed schedules, budgets and success measures, taking action where projects move off track. Proactively identify and manage project risks, issues, dependencies and escalations. Maintain effective control of project scope, budget, forecast and resource requirements. Identify work that falls outside the contracted scope and manage it through the appropriate change-control process. Prepare change requests and Statements of Work in collaboration with subject-matter experts. Support Sales with project scoping, estimation and delivery planning. Lead project kick-offs and represent Blackbaud in project boards, steering committees and other governance forums. Build trusted relationships with customer sponsors, executives and project teams. Lead customers and project teams through complex decisions, change and competing priorities. Provide clear and timely reporting to customers, internal stakeholders and senior management. Collaborate with Consulting, Sales, Customer Success, Product and Support to deliver a consistent customer experience. Provide guidance, coaching and support to members of the wider delivery team. Ensure project documentation is accurate, current and stored appropriately. Apply Blackbaud delivery methodologies and contribute to their continuous improvement. Adoption & value realisation Design and execute structured adoption programs that move customers from onboarding to sustained, outcome‑based usage Drive customer alignment around benefits realisation, ensuring customers understand and achieve value from their Blackbaud solutions Accountable for driving adoption across the Professional Services portfolio through access to best practice tools, webinars and user groups in coordination with Customer Success Managers Reporting on outcomes from the program What we need from you Experience in at least one of the following: the non-profit or social-impact sector, or a customer-facing SaaS or software environment. Hands-on experience implementing or using Raiser’s Edge NXT or a similar platform would be particularly valuable. Practical experience coordinating or managing customer projects, software implementations, onboarding programmes or Professional Services engagements. Strong customer and stakeholder management skills, with the confidence to build relationships, manage expectations and guide customers through change. An organised and pragmatic approach, with experience balancing multiple projects or customer priorities and ke