[Hiring] Advanced Support Consultant II @Bonterra

Role Description

The Advanced Support Consultant (ASC) II is responsible for providing superior reactive and proactive support for customers who have purchased enhanced and premium support packages or are considered top tier paid support customers. The ASC II will be responsible for adhering to a clearly defined statement of work, which may vary depending on the customer’s needs.

Internally, the ASC II works cross functionally with other Bonterra teams, including Support, Product, Professional Services, Development, Special Projects, Sales and Account Management, Partnerships & Alliances, Marketing, and the Executive Team.

What You’ll Do

• Become an expert in each customers’ business areas, industry verticals, and use of ETO or Apricot software, including any customizations and add-ons.
• Respond to customer 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., as defined in the customer’s statement of work).
• Provide ad-hoc coaching and training on ETO or Apricot best practices, as well as access to product documentation and formal training.
• Diagnose and escalate issues as needed to ensure proper and timely resolution.
• Interface with the Account Executive and Client Success Manager to provide a high level of customer service without unnecessary overlap.
• Meet regularly with customers via Zoom and email (weekly, bi-weekly, or monthly depending on what is defined in the statement of work) to review open cases, ongoing initiatives, and platform needs.
• Develop and cultivate strong relationships with contacts at multiple levels of the customer organization.
• Document all client interactions and time spent in our tracking system as required—the ASC II will be held accountable for a utilization target.
• Support internal team growth through mentorship, collaboration, and knowledge sharing across the ASC team.
• Review and document new platform features and present learnings to the team to support cross-team proficiency building.

Qualifications

• 4+ years of professional experience in relevant industry such as technical support, consulting, or customer success.
• 2+ years of experience with ETO or Apricot software preferred.
• Proficient in SAP Business Objects Reporting or related reporting tool like Power BI.
• 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.
• Experience utilizing 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, MIECHV, or similar industries.

Preferred Skills

• 1+ yr experience with Tableau (highly preferred)
• Able to maintain Apricot Essentials, Pro, and Enterprise clients or ETO/Penelope Platinum or Diamond packages.
• Advanced knowledge of Business Objects (SAP) Results Writing including:
• Theoretical and practical SAP Results knowledge regarding table and cell formatting.
• Theoretical and practical SAP Results knowledge regarding data analysis and interpretation.
• Experience mentoring or supporting newer team members through training and collaboration.
• Project management experience supporting enterprise or state-level clients.

Compensation & Benefits

• We offer a comprehensive benefits package that supports your health, well-being and growth.
• Compensation and benefits for this role apply to full-time employees in the United States and may vary based on local standards, laws and norms.
• 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.