Advanced Support Consultant II

Bonterra; Town of Texas (WI); Hybrid; USD 58,000 - 72,000; Full time

Job summary

Bonterra is hiring an Advanced Support Consultant (ASC) II in the United States to deliver superior reactive and proactive support for top-tier customers. You will follow a defined statement of work and work cross-functionally with Support, Product, Professional Services, Development, Sales, and Account Management to ensure client success.

You will become expert in customer business areas and software like ETO or Apricot, resolve complex issues quickly, and mentor the team while documenting all

Qualifications

• 4+ years of professional experience in technical support, consulting, or customer success.
• 2+ years of experience with ETO or Apricot software preferred.

Responsibilities

• Become expert in each customer's business areas and software use.
• Respond to calls and emails to resolve complex problems quickly.
• Provide ad-hoc coaching and training on best practices and docs.
• Diagnose and escalate issues to ensure timely resolution.
• Interface with Account Exec and Client Success Manager to avoid overlap.
• Meet with customers via Zoom and email to review open cases.
• Develop relationships with contacts at multiple levels of the customer org.
• Document all interactions and time spent in the tracking system.

Skills

Customer support

Communication

Analytical skills

Problem solving

Technical agility

Time management

Mentoring

Tools

SAP Business Objects

Power BI

Confluence

Salesforce/Certinia

Monday.com

Tableau

Job description

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.

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 escalation 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.

Requirements

• 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.
• At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

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.

Our Culture

At Bonterra, we’re innovating with a higher purpose: to increase giving to 3% of US GDP by 2033, creating $573 billion more in global impact every year. At Bonterra, we foster an inclusive, equitable culture where every team member belongs and contributes to meaningful impact. Read more about our values and culture here.

Compensation & Benefits

We offer a comprehensive benefits package that supports your health, well-being and growth - explore full details here. 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. For too long, the people behind the scenes of social good have used cumbersome paper and spreadsheets or outdated technology created for sales teams to report on outcomes for their organizations—methods that reduce the amount of time they could spend doing good, fail to uncover valuable insights and details around outcomes of their good work, and even lead to disengagement and turnover. At Bonterra, we’re changing that. We work with nonprofit organizations, public agencies, corporations, philanthropic organizations, and foundations to help connect with donors and volunteers, distribute grants and funds, drive fundraising and grant acquisition, manage casework, and measure outcomes and impact. Today, Bonterra’s technology enables over 15,000 nonprofit organizations do more good and powers more than 50% of the Fortune 100’s philanthropic giving efforts. We exclusively cater to the unique needs of social good organizations with intuitive technology, powerful analytics, and easy-to-use reporting. Quite simply: We power those who power social impact.