Associate Support Consultant (Fund Accounting)

Foundant Technologies, Inc.; Toronto; Remote; CAD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking an Associate Support Consultant to join their dynamic Client Support team. This role is pivotal in ensuring clients receive exceptional service and support, helping them navigate challenges with empathy and technical expertise. The position offers the flexibility of a remote-first work environment, allowing you to connect with a globally diverse team. You will have the opportunity to mentor colleagues while fostering strong client relationships and enhancing their experience with innovative software solutions. If you are passionate about philanthropy and customer service, this role is a perfect fit for you.

Benefits

Flexible PTO policy

Tuition reimbursement

Lifestyle reimbursements

Mindfulness initiatives

Fitness initiatives

Professional development opportunities

Employee recognition programs

Qualifications

• 1+ year in philanthropy or customer service in a SaaS environment.
• Familiarity with CRM software and attention to detail are essential.

Responsibilities

• Support client tickets via chat, phone, and email.
• Collaborate with the Support team to enhance client experience.
• Document client interactions and contribute to process improvements.

Skills

Client relationship building

Creative problem-solving

Communication skills

Time management

Attention to detail

Adaptability

Philanthropy knowledge

Education

Bachelor's degree in related field

Tools

Zendesk

Customer Relationship Management (CRM) software

Job description

Associate Support Consultant (Fund Accounting)

About SmartSimple & Foundant

At SmartSimple and Foundant Technologies, we empower mission-driven organizations to manage their data, workflows, and impact with our comprehensive software solutions. From grant management and community foundations to process automation and data collaboration, our combined expertise supports a diverse range of organizations - from nonprofits and charitable entities to corporations and governments.

With the recent merger of SmartSimple and Foundant Technologies, we’ve created a powerhouse of solutions designed to meet the unique needs of organizations striving to make a difference. Together, we’re setting new standards in innovation, flexibility, and impact management by helping organizations achieve their missions more efficiently and effectively.

As a Support Consultant, you are a trusted advisor and problem solver for Foundant clients. As part of the Client Support team, you will ensure that clients have dependable, fast-moving, and expert resources available whenever they have questions. With both empathy and technical acumen, you must constantly adapt to unpredictable client obstacles, thinking creatively and critically to ensure clients can quickly get back to their philanthropic missions. You will also support the team internally, mentoring and guiding new and less experienced team members with both client problem resolution and their overall growth and development. Overall, the role of Support Consultant encompasses client relationship building, creative technical problem-solving, and internal team support, all aimed at providing exceptional service to clients and fostering a collaborative and successful work environment within the team.

Where You’ll Work:

• As a remote-first workplace, we believe in offering flexibility and the freedom to work where it suits you best, while staying connected through technology.
• With headquarters in Bozeman, Montana (Foundant), Toronto, Canada (SmartSimple), and our EMEA office in Dublin, Ireland, you’ll be part of a globally connected team.

What You'll Do:

• Directly support the successful resolution of client tickets that come through Foundant’s Support channels: chat, phone, and email.
• Develop and maintain a high degree of CommunitySuite product knowledge, primarily in the Fund Accounting focus area.
• Handle frontline support tickets that are in Service Level Agreement breach.
• Collaborate with and assist other members of the Support team.
• Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution.
• Strategize and problem solve with team members to ensure that clients have the best possible experience.
• Monitor and assist in the triage of frontline support tickets, ensuring that clients get connected to the resource that best suits their needs.
• As directed, provide internal and external training on selected Foundant software products and the feature/function of these products.
• Conduct and facilitate warm handoffs when needed to ensure the client has the right resource to match their needs.
• Documentation and note taking for relevant client interactions.
• Following up on tasks and projects arising from client interactions.
• Contributor to continuous process improvement within and between all areas of Client Support.
• Other duties as assigned.

What You'll Need:

• At least one year in philanthropy (grantmaking, scholarship making, fund accounting, or donor relations preferred) OR client and/or customer service in a SaaS company and/or related industry.
• Familiarity with Customer Relationship Management (CRM) software, experience with Zendesk preferred.
• Keen attention to detail for accuracy to deliver on internal and external customer requirements with a time sensitive approach.
• Excellent verbal and written communication skills.
• Excellent time management skills to handle multiple, concurrent tasks and deadlines.
• Ability to learn new software quickly.
• Experience with embracing change in a high-growth environment.
• Bachelor’s degree in related field preferred but not required.
• Prior philanthropic experience preferred but not required.

Why You’ll Love Working at SmartSimple + Foundant:

• At the heart of everything we do is a commitment to innovation and making a positive impact.
• We offer competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives.
• With our Flexible PTO policy, you’ll have the freedom to manage your time in a way that supports your personal well-being and professional success.
• We’re committed to your professional and personal development.
• As part of a larger organization, you’ll have even more opportunities to grow your career.
• You’ll enjoy autonomy and responsibility, empowering you to approach your work creatively and independently.
• Employee recognition is a core part of our culture.

SmartSimple and Foundant are equal opportunity employers, committed to building a diverse workforce that represents the communities we serve.

In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act (AODA), and other applicable legislation, SmartSimple and Foundant are also committed to providing accommodations throughout the interview and employment process. Accommodations are available upon request for candidates participating in all aspects of the selection process.