Advanced Support Consultant II

🔥 16 hours ago

🌽 Illinois, Nevada, +4 more states – Remote

🌽 Illinois – Remote 🎰 Nevada – Remote 🏈 Ohio – Remote ❄️ Minnesota – Remote ⚔️ Virginia – Remote ⛰️ West Virginia – Remote

💵 $58k - $72k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💼 Consultant

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Bonterra

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

🤝 Non-profit

🌍 Social Impact

B2B • Non-profit • Social Impact

Bonterra is a company that provides purpose-built software solutions designed to enhance the impact and efficiency of nonprofits, corporations, foundations, and public agencies. Their products include tools for corporate social responsibility, strategic philanthropy, employee engagement, grants management, case management, and fundraising. Bonterra empowers organizations with the software, coaching, and expertise needed to maximize their social impact and streamline their operations. The company focuses on serving changemakers aiming to improve social good, expand their supporter base, and achieve greater community outcomes.

📋 Description

• Provide reactive and proactive support for customers with enhanced, premium, or top-tier paid support packages • Adhere to customer-specific statements of work • Become an expert in customers’ business areas, industry verticals, and use of ETO or Apricot software, including customizations and add-ons • Respond to customer calls and emails to resolve complex and unique problems within established service levels • Provide ad-hoc coaching and training on ETO or Apricot best practices, product documentation, and formal training • Diagnose and escalate issues for proper and timely resolution • Coordinate with Account Executives and Client Success Managers to deliver high-level customer service • Meet regularly with customers via Zoom and email to review open cases, ongoing initiatives, and platform needs • Develop relationships with contacts at multiple levels of customer organizations • Document client interactions and time spent in the tracking system and meet utilization targets • Support internal team growth through mentorship, collaboration, and knowledge sharing • Review and document new platform features and present learnings to the team

🎯 Requirements

• 4+ years of professional experience in a relevant industry such as technical support, consulting, or customer success • 2+ years of experience with ETO or Apricot software preferred • Proficiency in SAP Business Objects Reporting or a related reporting tool such as Power BI • Outstanding communication and analytical skills • Problem-solving skills with technical agility and creativity • Interest in technology and ability to solve problems independently • Detail-oriented and well organized • Experience with Confluence, Salesforce/Certinia, and Monday.com • Experience managing multiple client priorities and projects simultaneously • Ability to maintain mid-to-high complexity client relationships and support packages • Working knowledge of nonprofit or public sector client verticals such as Workforce, Education, Reentry, HMIS, or MIECHV • 1+ year of Tableau experience highly preferred • Ability to maintain Apricot Essentials, Pro, and Enterprise clients or ETO/Penelope Platinum or Diamond packages • Advanced knowledge of SAP Business Objects Results Writing, including table and cell formatting • Knowledge of SAP Results data analysis and interpretation • Experience mentoring or supporting newer team members through training and collaboration • Project management experience supporting enterprise or state-level clients • Must not require current or future sponsorship for employment authorization

🏖️ Benefits

• Comprehensive benefits package supporting health, well-being, and growth • Potential bonuses, incentives, and equity as part of the total rewards package • Equal employment opportunity and reasonable accommodation during the application process