Senior Manager, Advanced Support Consulting

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.
We're on the lookout for a dynamic and driven Senior Manager of Advanced Support Consultants (ASC) to join our team. This role is crucial for maintaining and enhancing the technical support and consultation we provide to our clients. You'll lead a team of talented consultants, ensuring they deliver exceptional service and technical solutions that empower our clients to achieve their goals. Your leadership will be pivotal in shaping the future of our ASC team and driving success through efficient, high-quality support operations.
What You'll Do:
Leadership and Management:

• Lead, mentor, and develop a team of Advanced Support Consultants.
• Ensure team members have the resources, training, and support needed to excel in their roles.
• Conduct regular performance reviews and provide constructive feedback.

Client Relationship Management:

• Serve as an escalation point for key clients, ensuring their issues are resolved promptly and effectively.
• Oversee the ongoing support for clients, ensuring their technical needs are met.
• Coordinate with other teams (e.g., Implementation, Support, etc.) to ensure seamless client experiences.

Technical Support and Consultation:

• Oversee the delivery of technical consulting, including workflow design, form configuration, and reporting consultation.
• Review and validate client requests, ensuring clear and actionable inputs for the team.
• Ensure all deliverables meet high-quality standards and are completed within the agreed timelines and budget.
• Provide weekly team updates to leadership to ensure comprehensive communication and alignment.

Process Improvement:

• Monitor metrics to measure the success of the team against strategic KPIs, using data to inform decision-making and strategic adjustments.
• Identify and implement process improvements to enhance the efficiency and effectiveness of the team.
• Develop and maintain documentation and guidelines for team processes and client interactions.

Monitoring Metrics and Performance:

• Track key performance indicators (KPIs) to assess team performance and client satisfaction.
• Analyze data to identify trends, areas for improvement, and opportunities for optimization.
• Create and present regular performance reports to leadership, highlighting achievements and areas needing attention.
• Implement feedback loops and continuous improvement practices based on performance data.

Required Experience:

• Prior experience in a leadership or management position, with a proven track record of successfully managing teams.
• Experience working with large Fortune 500 enterprise clients.
• Demonstrated ability using data to drive decision-making and to improve team performance.
• Proven experience in a technical support or consulting role, preferably within the software or technology sector.
• Excellent client-facing skills, with the ability to communicate complex technical information clearly and effectively.
• Strong understanding of system configurations, technical troubleshooting, and support processes.

Candidate Qualifications:

• Strong problem-solving abilities and a proactive approach to addressing challenges.
• Excellent time management, organizational, and accountability skills.
• Adaptability and reliability, with the ability to manage multiple priorities and meet deadlines.
• Self-starter with the ability to work independently and take initiative.
• Superior client communication and collaboration skills.
• Ability to foster a positive team environment and promote continuous learning and development.

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: $98,000 - $110,000 with a 5% bonus.
Please note that the compensation range and benefits specified in this job posting is applicable to candidates based in the United States. For international applicants, actual salary offers and benefit plans may vary based on the local market compensation standards and will be determined in accordance with regional considerations, including but not limited to applicable laws, cost of living, and industry norms.
We will be accepting applications for the role until 8/31/2024
Our Culture: Our team is made up of industry experts and advocates who are 100% committed to supporting the doers of social good. We are currently undergoing an effort to create the vision and values that embody our collective organization and embrace the individuals who make up our community.
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

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.