Role Description The Customer Success Lead is a critical frontline leader and subject matter expert responsible for managing complex, urgent, and high-visibility member escalations including executive-level escalations. Reporting directly to the Supervisor, Customer Success, this role operates as a “working lead,” balancing direct member interaction with team support and operational oversight. This role requires strong ownership, sound judgment, and a deep commitment to service recovery excellence. The Lead is accountable for resolving escalations end-to-end, especially those that are sensitive, time-critical, or impactful to senior leadership, while consistently delivering empathetic, compassionate, and human-centered experiences. In close partnership with frontline Specialists, the Lead provides real-time guidance, removes barriers, and ensures high-quality, timely resolution aligned with organizational standards, regulatory requirements, service expectations, and caring connections. Duties/Responsibilities - Escalation Ownership & Service Recovery Excellence - Take full ownership of complex, urgent, and high-visibility member escalations, including executive and market leader cases, ensuring timely and complete resolution. - Lead service recovery efforts with a focus on empathy, active listening, and restoring member trust through meaningful and caring interactions. - Serve as the primary point of contact for sensitive or escalated issues, demonstrating accountability from intake through resolution. - Ensure all escalation responses are accurate, compliant, and aligned with organizational tone and quality expectations. - Partner cross-functionally to remove barriers and drive resolution for escalations that require coordination across departments. - Operational Support Responsibilities - Maintain a “working” role by handling inbound and outbound member interactions in alignment with departmental productivity and service level goals. - Support daily triage and prioritization of escalation cases, ensuring appropriate assignment and timely follow-up. - Monitor active cases to ensure adherence to SLAs, quality standards, and service recovery expectations. - Address complaints and grievances in accordance with Medicare Managed Care requirements and internal procedures. - Frontline Team Support & Enablement - Serve as a subject matter expert and primary resource for Specialists, providing real-time guidance, coaching, and escalation support. - Actively support frontline Specialists in navigating complex cases, reinforcing an ownership mindset and high standards of member care. - Foster a culture of empathy and accountability across the team. - Assist with onboarding, including nesting support, live call monitoring, and guidance to ensure readiness and confidence. - Performance Monitoring & Continuous Improvement - Assist in monitoring individual and team performance across productivity, quality, and service metrics. - Identify trends in escalations and member feedback; provide insights and recommendations to leadership. - Partner with Training and leadership to identify skill gaps and support ongoing development initiatives. - Contribute to process improvement efforts aimed at reducing escalations, efficiencies, and improving the overall member experience. - Collaboration & Communication - Collaborate closely with the Supervisor, Customer Success to ensure alignment of priorities, escalations, and team performance. - Maintain clear, professional, and effective communication with internal stakeholders, including leadership and cross-functional partners. - Support reporting needs related to escalation trends, risks, and service recovery outcomes. - Compliance & Confidentiality - Maintain strict adherence to HIPAA, privacy, and data security standards. - Ensure all member interactions and case documentation meet regulatory and organizational compliance requirements. - Other Responsibilities - Assist with monitoring attendance and schedule adherence. - Encourage a culture of accountability, collaboration, and continuous improvement. - Perform other duties as assigned. - Supports the Supervisor, Customer Success in the day-to-day oversight of team operations. Assists with planning and monitoring work; provides input on performance, as needed. Acts as a role model and leader within the team, particularly in handling escalations and supporting frontline staff. Qualifications - Strong knowledge of Medicare Managed Care plans required. - 3+ years of customer service experience required (healthcare preferred). - Previous Lead or equivalent experience required. - Experience handling complex or executive-level escalations strongly preferred. - Bilingual (English/Spanish) preferred. - High school diploma or GED with relevant work experience required. - Bachelor’s degree in Healthcare Administration, Business, or related field with relevant work experience preferred. Requirements - Working knowledge of Microsoft Excel, PowerPoint, SharePoint, and Power BI. - Experience with Microsoft Teams and case management systems. - Strong communication skills with the ability to bridge people, process, and technology. - Demonstrated ability to handle high-pressure situations with professionalism and sound judgment. - Strong ownership mindset and accountability. - Empathy and emotional intelligence in high-stress interactions. - Conflict resolution and de-escalation expertise. - Critical thinking and problem-solving skills. - Ability to influence and support peers without direct authority. Benefits - Pay Range: $44,790.00 - $67,185.00. - Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

• Lead end-to-end software implementations. You will plan, manage, and execute implementations, migrations, integrations, and system upgrades for Emphasys software platforms within the single-family lending space. • Act as the bridge between clients and technical teams. You will serve as the primary point of contact for implementation stakeholders, guiding clients through implementation phases including data migration, integrations, APIs, configuration, testing, and go-live activities. • Drive technical implementation solutioning. This is not a traditional project management role focused only on coordination and timelines. • Lead communication, training, and stakeholder alignment. You will facilitate implementation meetings, provide proactive status updates, manage expectations, and translate technical concepts into clear, user-friendly language for technical and non-technical audiences. • Strengthen implementation standards and operational readiness. You will contribute to implementation documentation, setup guides, training materials, and process improvements that support scalability, knowledge transfer, operational consistency, and long-term client success.

Role Description As a Technical Success Support, Associate Specialist at Blackbaud, you will serve as a trusted advisor to our B2B clients, helping them maximize the value of our software solutions. You will troubleshoot complex technical issues, provide expert guidance on product functionality, and collaborate with cross-functional teams to ensure seamless delivery and support. Your work will directly impact organizations in the social good sector, empowering them to achieve their missions more effectively. You will support multiple enterprise-grade solutions, working closely with Engineering, Product Management, and Customer Success to resolve escalated issues, contribute to product readiness, and continuously improve the customer experience. What you'll do: - Deliver high-quality technical support via chat, phone, and web channels, ensuring timely and effective resolution of customer issues. - Triage and troubleshoot software incidents, escalating complex or code-related issues to Sustained Engineering as needed. - Leverage diagnostic tools such as browser developer tools, API testing platforms (e.g., Postman), and log analysis tools to investigate and troubleshoot technical issues with moderate guidance. - Author and maintain Knowledgebase articles using KCS (Knowledge-Centered Service) methodologies to promote self-service and reduce case volume. - Participate in after-hours support rotations based on product, region, or team requirements. - Maintain accurate and professional case documentation, ensuring all interactions are clear, concise, and actionable. - Analyze case trends and categorize incidents to identify root causes and inform product improvements. - Act as a liaison between customers and internal teams for service-related needs, ensuring a seamless support experience. - Stay current on product updates, new features, and industry best practices to provide informed support. - Communicate technical concepts clearly to both technical and non-technical audiences. - Embrace change and contribute to continuous improvement initiatives within the support organization. Qualifications - 1–3 years of experience in a technical support, IT helpdesk, or contact center role, preferably in a B2B SaaS environment. - Strong troubleshooting skills with the ability to diagnose and resolve technical issues independently. - Familiarity with CRM or case management systems (e.g., Salesforce, Zendesk). - Excellent written and verbal communication skills. - Demonstrated ability to learn new technologies quickly and adapt to evolving environments. - Customer-first mindset with a commitment to delivering exceptional service. - Ability to collaborate across teams and manage multiple priorities in a fast-paced setting. Requirements - Experience with one or more of the following: - Educational or professional experience troubleshooting web applications, cloud platforms, infrastructure, or single-page applications. - General understanding of authentication processes, including Single Sign-On (SSO) and Multi-Factor Authentication (MFA). - Prior experience in a technical support environment, especially supporting educational software, parents, or K–12 schools. - Familiarity with the North American education system. - Experience in Accounting or Finance, or hands-on experience in bookkeeping. - Proven technical troubleshooting experience in a customer-facing role. - Experience with merchant processing, payment facilitators, payment platforms, or credit card/payment services providers. - Understanding of APIs (Application Programming Interfaces) and their role in system integrations. - Experience troubleshooting email deliverability, including knowledge of SPF, DKIM, and DMARC protocols. - Familiarity with alternative payment methods such as PayPal, Venmo, and Apple Pay. Benefits - We take pride in finding the best talent for our team and utilize a multi-step interviewing process, starting with a recorded video interview. - You can expect to hear from our recruiter soon. - Our Costa Rica Blackbaud team members are currently working from home and will stay in this format indefinitely.

• Lead the end-to-end technical implementation of our imaging solution across diverse healthcare environments. • Design and implement scalable, secure integrations across PACS, EHR, and HL7 interfaces to support clinical workflows. • Troubleshoot and resolve complex issues involving DICOM, HL7, VPNs, and secure image routing. • Partner closely with Product and Engineering teams to drive improvements based on customer needs and field insights. • Serve as an escalation point for advanced support and implementation issues. • Mentor and guide junior technical services engineers; contribute to onboarding and team skill development. • Design and improve internal tools, automation scripts, and monitoring systems for operational efficiency. • Develop high-quality technical documentation, SOPs, and knowledge base content. • Represent the technical services team in customer meetings and cross-functional projects.