Technical Escalation Project Manager

About the role

This is a unique opportunity to combine project leadership, operational excellence, and AI-forward innovation in a role that helps Blackbaud continue to power social impact organizations with confidence and trust. This role supports customers and stakeholders primarily during U.S. business hours. Participation in after-hours support rotations and select holiday coverage may be required based on product, region, or business neeed.

What you'll do

• Lead high-severity technical escalations by serving as the central point of coordination across internal teams and customer stakeholders
• Drive accountability and progress by maintaining action plans, timelines, risks, dependencies, and ownership, ensuring commitments are documented, understood
• Translate complex technical information into clear, concise, and audience-appropriate updates for customers, executives
• Partner with Customer Success, Support, Engineering, and Product teams to create a consistent customer experience during critical incidents while maintaining…
• Deliver executive-ready summaries, stakeholder briefings, and escalation updates that provide clear visibility into status, impact, risks, mitigation efforts

What you need

• Escalation handling
• Customer success
• Communication

Good to have

• MS Project
• ITIL
• Salesforce