Blackbaud's Corporate Impact transforms corporate purpose into global impact by connecting people, nonprofits, and data through intelligent technology and responsible AI. We empower purposedriven companies to activate employee engagement, giving, volunteering, and community investment through modern, intelligent technology. We help organizations turn values into measurable impact by uniting people, data, and programs across a global, connected social impact ecosystem.
What You'll Do
You will design, create, and maintain enablement content that helps our Customer Experience teams learn faster, work smarter, and support customers with confidence. This is an individual contributor role focused on producing high-quality, structured content at scale for internal teams and in support of external customer resources.
You'll partner closely with Enablement, Support, Customer Success, Product, and other subject matter experts to translate complex processes, product updates, and best practices into clear, usable resources. Your work will ensure enablement content is easy to find, easy to understand, and optimized for modern delivery through SharePoint and AI-assisted experiences like Copilot.
This role is ideal for someone who enjoys creating documentation and bringing order and clarity to evolving information.
- Create and maintain enablement content including process documentation, internal playbooks, how-to guides, walkthroughs, and best practices
- Maintain process documentation in Sharepoint, ensuring content is clear, consistent, and easy to navigate
- Create supporting visuals such as screenshots and short videos when helpful for learning and clarity
- Create and maintain templates for documentation standards
- Translate product and release updates into practical guidance for Support and Customer Success teams
- Apply instructional design principles to ensure content is actionable, scannable, and aligned to how teams learn and work
- Structure content for discoverability and reuse, including consistent terminology, templates, metadata, and formatting to support Copilot and search experiences
- Partner with subject matter experts to turn expertise into clear, learningfocused resources
- Collaborate with Enablement leadership and CX stakeholders to prioritize content needs and manage multiple workstreams effectively
What You'll Bring
- 5+ years in customer success, L&D, or a contentheavy role
- Proven ability to create clear, practical enablement content
- Proficiency with Sharepoint, knowledge bases, or LMS platforms
- Excellent written English
- Experience designing AIdriven training solutions
- Able to collaborate with global teams (partial US overlap)
- Creative, strategic, and customer-centric mindset
- Comfort designing for multiple modalities: written, video, self-paced, AI-assisted
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Blackbaud powers social impact through purposedriven technology and responsible AI. Guided by our
Intelligence for Good vision, we're building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
