Blackbaud reviews

- You are a warm body to answer the phone, never expect anything above this. Customer Support retention is a constant issue as people take better offers elsewhere, abandon ship completely, or transfer into different departments. So sure, there's job security, but only because no one wants it. - Some products are giant antiques that have insanely detailed and specific issues that you will never learn of in training. Essentially you rely on knowledge-bases and co-workers to (hopefully) find resolutions to case work. Meanwhile you're left hanging a live client on the phone or chat. - It is very rare that other departments are held to task when over-promising and under-delivering, Support is a constant crutch. Clients get very little training in product and Sales over-promises. - Very low pay from a competitive standpoint in the area, despite being the work-horse of the company. - Management might want to see you succeed, but if you're working on Edge Products it can take months for essential product development fixes to take place. Project Lead assistance on complex case work is a joke in some departments. - There are bonuses, but most are tied to "Stay in support for X amount of time and then you'll get this". - You can't get a promotion/transfer to another department outside of Support without having been with the company for over a year. It seems to be a consensus that upward mobility outside of Charleston is non-existent. - Product releases are constantly fraught with bugs, sometimes major ones. Most of the time Support has to come up with workarounds or apologize to customers for what is essentially awful Q&A. - The Renewals team does nothing but ask and plead with customers whose subscriptions are coming to an end to stay with their products/packages. There used to be a pro-active approach towards keeping customers engaged and happy but for some reason that died. - The company may be growing, but they're definitely not investing in their employees. Instead, all funding goes towards new program features and projects, while at the very same time undercutting or out-right removing practices and Support in place for others. They claim it's to save money, but even if that's true in the long run Management doesn't realize the damage they're going to be doing during the transition period.

Employee Engagement surveys are done every year, and while management likes to tout that they are reacting to the feedback gathered, they are not. They still make terrible decisions in a vacuum and continue to foster a culture of top-down messaging. Front line managers are told what to do and have no say about their own teams. This is a "Yes Man" company. If you want to be a manager that doesn't have to make any decisions, this is the place for you. Also, when your position is eliminated, the message from management is "It's business - nothing personal, let's still be friends." When you decide to leave the company because you are fearful of job security because a lot of your friends' positions are being "eliminated," management feels that you are disloyal and they take it very personally. They want to have their cake and eat it too. Compensation has steadily declined over the past 5 or 6 years due to the removal of "Long Term Incentive Plans," smaller annual increases, smaller promotion increases, and capping bonuses.