Advanced Support Consultant II

US Salary Range: $58,000 - $72,000 About Us 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. About the Role 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.

• 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.

• 4+ years of professional experience in relevant industry such as technical support, consulting, or customer success.
• 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.
• 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.

• 2+ years of experience with ETO or Apricot software preferred.
• 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)

Compensation & Benefits We offer a comprehensive benefits package that supports your health, well-being and growth - explore full details here.