Senior Advanced Support Consultant

US Salary: $65,000 - $85,000

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com.

The Senior Advanced Support Consultant (ASC) is responsible for providing superior reactive support for customers who have purchased premium support packages or are a top tier paid support customer. The Sr. ASC will be responsible for adhering to a clearly defined statement of work, which may vary depending on the customer's needs.

Internally the Sr. ASC works cross functionally with other Bonterra teams, including Support, Product, Professional Services, Development, Special Projects, Sales and Account Management, Partnerships & Alliances, Marketing, and the Executive Team.

What You'll Do

• Become an expert in each customers' use of ETO (and occasionally Apricot software) including any customizations and add-ons

• Become an expert in the assigned customers' business areas/industry verticals

• Respond to customer calls and emails to resolve complex and unique problems in an extremely timely manner (meeting established levels of service including initial response time, time to close, etc., as defined in the customer's statement of work)

• Develop and cultivate strong relationships with contacts at all levels of the customer organization

• Provide ad-hoc coaching and training on ETO/Apricot best practices, as well as access to product documentation and formal training

• Diagnose and escalate issues as needed to ensure proper and timely resolution

• Interface with the Account Manager and Client Success Manager to provide a high level of customer service without unnecessary overlap

• Meet regularly with customers via phone (weekly, bi-weekly or monthly depending on what is defined in the statement of work) to review open cases and issues

• Occasional onsite meetings with customers may be required

• Document all client interactions and time spent in our tracking system as required-the Senior ASC will be held accountable for a utilization target

• Work closely with the ASC leadership team to develop team directives

• Cultivate team growth through training opportunities and mentorship for newer ASC team members

Requirements

• 3+ years of professional experience in relevant industry such as technical support or customer success

• 2+ years' experience working with client verticals or equivalent non-profit experience (MIECHV, HMIS, Workforce, Reentry, Education, etc.)

• 1 + years experience using SQL

• Proficient in SAP Business Objects Reporting

• Outstanding communication and analytical skills

• Problem solving skills with technical agility and creativity

• Detail-oriented and well organized

• Project Management experience managing 5-10 simultaneous projects for various clients

Preferred Skills

• Experience with ETO software

• Technical background/experience such as system administration, implementation, technical specifications for developers, or consulting; report writing; business acumen; applied statistics; evaluation experience

• Non-Profit organizational experience or background

• Advanced knowledge of Business Objects (SAP) Results Writing including:

  • Theoretical and practical SAP Results knowledge regarding table and cell formatting

  • Theoretical and practical SAP Results knowledge regarding data analysis and interpretation

At Bonterra, we're building AI-powered tools to solve real human challenges-and we want teammates who share that enthusiasm.We value people who will champion AI and bring diverse perspectives from different industries, backgrounds, and cultures. Together, we create AI that breaks down barriers, empowers communities, and delivers better outcomes.

At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

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At Bonterra, we're innovating with a higher purpose: to increase giving to 3% of US GDP by 2033, creating $573 billion more in global impact every year. At Bonterra, we foster an inclusive, equitable culture where every team member belongs and contributes to meaningful impact. Read more about our values and culture here.

We offer a comprehensive benefits package that supports your health, well-being and growth - explore full details here.

Compensation and benefits for this role apply to full-time employees in the United States and may vary based on local standards, laws and norms. Pay is determined by location, skills, experience, and education, and is one part of Bonterra's total rewards package, which may also include bonuses, incentives, equity, and a comprehensive benefits program.

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At Bonterra, we are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, veteran status, or any other characteristic protected by law.

If you require a reasonable accommodation during the application process, please submit a request.