Note: The job is a remote job and is open to candidates in USA. Bonterra is dedicated to propelling doers of good to their peak impact through innovative technology. They are seeking a Manager of Advanced Support Consulting to lead a team of consultants, ensuring exceptional service delivery and technical solutions that empower clients to achieve their goals.
Responsibilities
- 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
- 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
- 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
- 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
- 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
Skills
- 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
Benefits
- A 10% annual bonus
- Bonuses
- Incentives
- Equity
- A comprehensive benefits program
Company Overview
Bonterra is a social good software company. It was founded in 1999, and is headquartered in Austin, Texas, USA, with a workforce of 1001-5000 employees. Its website is https://www.bonterratech.com.