Advanced Support Consultant - CSR

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 Advanced Support Consultant is responsible for providing superior reactive and proactive support for customers who have purchased advanced support packages. They are responsible for overall customer well-being by monitoring the health of the relationship between our Corporate Social Responsibility clients and Bonterra. Additionally, the Advanced Support Consultant will be supporting clients to troubleshoot technical issues, identify program gaps, and to assist with standard configuration changes.

Internally the Advanced Support Consultant works cross functionally with other teams, including Product, Professional Services, Development, and Sales.

What You’ll Do

• Become an expert in each clients’ use of Bonterra's CSR software, including any customizations and add-ons

• Respond to client 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.)

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

• Provide ad-hoc coaching and training on Bonterra CSR best practices, as well as access to product documentation and training

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

• Meet regularly with customers via Zoom (weekly, bi-weekly or monthly) to review open cases and issues

• Document all client interactions and time spent in our tracking system as required—the Advanced Support Consultant will be held accountable for a utilization target

Responsibilities & Requirements

• 3-5 years of experience in a technical support/client management role in a SaaS or high-tech environment

• Possess a good working knowledge of relational databases (SQL preferred)

• Utilized Jira/Confluence, ZenDesk, or alternate ticketing tool

• Outstanding communication and analytical skills

• Problem solving skills with technical agility and creativity

• Interest in technology and a desire to solve problems independently

• Detail-oriented and well organized

Compensation

The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and in addition to benefits this role may be eligible for discretionary bonuses/incentives, and equity.

US base salary range: $60,000 - $90,000

We will be accepting applications for this role until 1/5/2025

Our Culture:  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. To achieve our vision, we cultivate an inclusive environment where diversity is embraced and every team member feels empowered to contribute. Innovation, curiosity, and a commitment to equity guide our work. We foster a culture of belonging, ensuring that every individual is valued, respected, and given the tools to succeed. Together, we are dedicated to making a positive impact in the world.

Our comprehensive and competitive benefits include:

• Generous Flexible Time Off (FTO) Policy

• Up to 15 paid company holidays including some commemorating social justice events and self-care

• Paid volunteer time

• Resources for savings and investments

• Paid parental leave

• Paid sick leave

• Health, vision, dental, and life insurance with additional access to health and wellness programs.

• Opportunities to learn, develop, network, and connect

Please note the benefits specified on this page are applicable to full-time employees based in the United States. For international employees, actual benefits may vary based on local standards and regulations and will be determined in accordance with regional considerations, including but not limited to applicable laws and industry norms.

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.