Our SSL resources determine the designated contact for an SSL Certificate based on the Hosting Primary Role on www.blackbaud.com. 
The role that is need for GeoTrust SSL Certificates is the Blackbaud Hosting Primary role. To add this role:
  1. Navigate to www.blackbaud.com
  2. Click Sign In and sign in as a Site Admin for the organization
  3. Click on your name in green at the very top of the screen, next to: "Welcome: FIRST/LAST NAME." 
  4. Under, "Organization," on the left hand navigation menu, click on "Manage Roles."
  5. Find your name, or the name of anyone else that you'd like to manager the roles for, and click, "Manage Roles."
  6. Find and check off "Blackbaud Hosting Primary," 
  7. Scroll to the very bottom and click, "Submit Roles."

How do I change user roles in Blackbaud's records for my users to access chat, training, Case Central, and Community

Note: this changes applies to future renewals and not renewals that are currently in progress. If you need to change the designated contact for a renewal that is already in progress, either reply directly to the email sent from our SSL Cert Renewals team, or email them at SSLCertificate@Blackbaud.com. In your email, include the URL associated with the SSL certificate, and the GeoTrust order number. You may also chat directly with GeoTrust, to discuss possible contact changes.