Manager, Advanced Support Consulting

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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

• Lead, mentor, and develop a team of Advanced Support Consultants • Ensure team members have the resources, training, and support needed to excel • Conduct regular performance reviews and provide constructive feedback • Serve as an escalation point for key clients • Oversee service delivery and ensure clients’ technical and consultative needs are met • Coordinate with Implementation, Customer Success Management, Support, and other teams • Champion integration of Bonterra’s enterprise impact management solutions • Oversee technical consulting involving workflow design, form configuration, and reporting consultation • Review and validate client requests • Ensure deliverables meet quality standards and agreed timelines and budgets • Provide weekly team updates to leadership • Monitor strategic KPIs and use data for decision-making • Identify and implement process improvements • Develop and maintain documentation and guidelines • Track KPIs for team performance and client satisfaction • Analyze trends, improvement areas, and optimization opportunities • Create and present performance reports to leadership • Implement feedback loops and continuous improvement practices

🎯 Requirements

• 2+ years of team lead or management experience in a SaaS professional services organization preferred • Proven track record of successfully leading teams • Strong leadership and team management skills • Experience in a technical support or consulting role, preferably in software or technology • Strong problem-solving abilities and a proactive, data-driven decision-making approach • Ability to translate complex insights into actionable strategies • Excellent client-facing and communication skills • Ability to explain complex technical information clearly • Strong understanding of system configurations, technical troubleshooting, and support processes • Demonstrated initiative and ability to work independently • Strong organizational skills and ability to manage multiple priorities, timelines, and aggressive deadlines • Resourceful and adaptable approach • Proficiency in relevant technology solutions and platforms • Experience working with nonprofit and government organizations preferred • Must not require current or future sponsorship for employment authorization

🏖️ Benefits

• Comprehensive benefits package supporting health, well-being and growth • Bonuses • Incentives • Equity • Comprehensive benefits program • Equal employment opportunities and reasonable accommodation during the application process