Manager, Advanced Support Consulting

Bonterra; Northern (KY); Hybrid; USD 80,000 - 100,000; Full time

Job summary

Bonterra seeks a Manager, ASC to lead a team of Advanced Support Consultants delivering proactive, post-implementation services and act as the escalation point for key clients.

You will coordinate with Sales, CSM, Implementation, Support and Product Management, drive efficiency, coaching, and ensure high-quality deliverables within timelines and budget.

Qualifications

• Minimum 2+ years in team lead or management within a SaaS professional services organization.
• Strong leadership and team management skills to foster learning and development.
• Proven experience in a technical support or consulting role in software/tech.
• Strong problem-solving and proactive, data-driven approach to decisions.
• Excellent client-facing communication with ability to explain complex tech.
• Understanding of system configurations, troubleshooting, and support processes.
• Demonstrated initiative and ability to work independently on opportunities.
• Ability to manage multiple priorities, timelines and deadlines.
• Experience with non-profit or government organizations preferred.

Responsibilities

• Lead, mentor, and develop a team of Advanced Support Consultants with resources and training.
• Serve as escalation point for key clients and oversee services delivery and coordination with cross-functional teams.
• Oversee delivery of technical consulting including workflow design, form configuration, and reporting consultation.
• Review client requests for clarity, ensure inputs are actionable and deliverables meet high-quality standards within timelines and budget.
• Monitor KPIs, drive process improvements, and maintain team documentation and guidelines.
• Provide weekly updates to leadership and present performance reports.

Skills

Team leadership

Client relationship management

Communication

Problem solving

Data-driven decision making

Cross-functional collaboration

Job description

US Salary Range: $80,000 - $100,000

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 Manager, ASC will be leading 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.

Required Experience

• 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)

At Bonterra, we’re building AI-powered tools to solve real human challenges—and we want teammates who share that enthusiasm.

We value people who will champion AI and bring diverse perspectives from different industries, backgrounds, and cultures.

Together, we create AI that breaks down barriers, empowers communities, and delivers better outcomes

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

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 and tools 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.