[Hiring] Manager, Advanced Support Consulting @Bonterra

Role Description

Are you passionate about leveraging technology for social good? Do you have a vision for using innovative solutions to drive impactful change in communities? We are seeking a dynamic and driven Manager of Advanced Support Consultants (ASC) to join our Value-Added Services team within our overall Professional Services Organization. This role is ideal for someone with a strong background in leading high performing teams, stakeholder engagement, and delivering high-impact solutions in a fast-paced environment.

You will be managing a team of talented consultants who provide proactive, post-implementation consulting services to our clients. You will be responsible for ensuring they deliver exceptional service and technical solutions that empower our clients to achieve their goals and outcomes. Your leadership will be pivotal in shaping the future of our ASC team and driving success by delivering efficient, high-quality services and deliverables. The role demands customer management skills and cross-functional collaboration with other customer-facing teams including Sales, Customer Success Management, Implementation, Support and Product Management.

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 services delivery for clients, ensuring their technical and consultative needs are met.
  • Coordinate with other teams (e.g., Implementation, CSM, Support, etc.) to ensure seamless client experiences.
• Technical Support and Consultation:
  • Champion the integration of Bonterra's innovative enterprise impact management solutions, focusing on immediate transformation and scaling impact.
  • 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.

Qualifications

• Team lead or management experience in a SaaS professional services organization with a proven track record of successfully leading teams (2+ years preferred).
• Strong leadership and team management skills, with the ability to inspire, motivate, and foster a positive team environment that promotes continuous learning and development.
• Proven experience in a technical support or consulting role, preferably within the software or technology sector.
• Strong problem-solving abilities and a proactive, data-driven approach to decision-making with the ability to translate complex insights into actionable strategies.
• Excellent client-facing and communication skills, with the ability to clearly explain complex technical information.
• Strong understanding of system configurations, technical troubleshooting, and support processes.
• Demonstrated initiative and self-starting ability to independently identify and act on opportunities and challenges.
• Strong organizational skills with the ability to manage multiple priorities, timelines, and aggressive deadlines in a resourceful and adaptable manner.
• Proficiency in relevant technology solutions and platforms.
• Experience working with non-profit and government organizations (preferred).

Benefits

• Comprehensive benefits package that supports your health, well-being, and growth.
• 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.

Equal Opportunity & Accommodations

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.