Onboarding Consultant

Bonterra

1d•$58,000 - $65,000

About The Position

Are you driven to solve creative problems that have lots of possible answers? Are you a clear, confident communicator who enjoys teaching others and can address conflicts directly? Are you motivated to help non-profits adopt technology that measures outcomes, drives donations, and communicates impact? If so, we want to meet you! What you’ll do The Onboarding Consultant works independently to deliver small (4-15 week) client implementations, requiring strong individual accountability. This role works closely with nonprofit Program Directors to lead implementations of Bonterra’s software. The primary responsibility of the Onboarding Consultant is to design and implement a solution that meets the customer's needs, taking into consideration staffing and programs, the client’s previous tools, and reporting requirements. Secondary to delivering a technical solution is the goal of empowering your clients with the skills and confidence needed to take ownership over their solution when your work is done. A successful implementation is one that both meets the customers’ needs and is quickly adopted by their staff. As a Professional Services team member, you will constantly balance client satisfaction with project budgets and timelines. Acquire and maintain expertise in a subset of Bonterra products across the Case Management and Fundraising & Engagement product suites. Apply your expertise to pursue new, creative and previously unchartered paths to solving customer needs when templated approaches aren’t a fit. Get to know your customers’ world to uncover dependencies and requirements for the software they’ve purchased. Design and configure custom solutions within budget to meet the customers’ needs. Produce clearly articulated solution documents and demonstrations, with the ability to estimate hours and timeline necessary to complete the work. Expertly perform technical demonstrations of your solution to clients and relate them to specific client requirements. Lead working sessions with customers so they’re learning as you collaboratively build their solution. Develop and cultivate strong, trusted relationships with contacts at various levels of the customer’s organization, up to the VP/Director level. Maintain accurate project records in our internal CRM (Salesforce) and project management tool (Monday.com) on a daily basis. Balance your personal performance targets in the areas of utilization, client satisfaction, and budget. Meet weekly over Zoom with each customer. Your day will be a mix of customer calls and behind-the-scenes work. Proactively identify and respond to risks. Prevent escalations from occurring with your customers, and involve internal stakeholders for support as needed. Lead difficult conversations with customers regarding project budgets, timelines and priorities, holding boundaries while empowering customers. Simultaneously manage between 15-20 projects.

Requirements

4+ years of professional customer facing experience
Experience leading or managing internal projects or programs
Active listening skills enabling you to quickly understand a company’s org structure, goals, and data needs just by talking with a customer
Problem solving skills with technical agility and creativity
Strong relationship-building skills (you gain trust and influence quickly)
Strong verbal and written communication, including the ability to break down complex concepts into simple language
Strong individual accountability and ability to work independently to meet deadlines

Nice To Haves

1+ years of professional experience in relevant industry such as technical support, project management, customer success, fundraising, or teaching/training
1+ years of professional or strong volunteer experience at a nonprofit
End-user or administrator-level experience with any Bonterra Tech software
Experience leading or contributing to implementation of a software
Experience using Microsoft Excel, Monday.com, Lucidchart, and Salesforce

Responsibilities

The Onboarding Consultant works independently to deliver small (4-15 week) client implementations, requiring strong individual accountability.
This role works closely with nonprofit Program Directors to lead implementations of Bonterra’s software.
The primary responsibility of the Onboarding Consultant is to design and implement a solution that meets the customer's needs, taking into consideration staffing and programs, the client’s previous tools, and reporting requirements.
Acquire and maintain expertise in a subset of Bonterra products across the Case Management and Fundraising & Engagement product suites.
Apply your expertise to pursue new, creative and previously unchartered paths to solving customer needs when templated approaches aren’t a fit.
Get to know your customers’ world to uncover dependencies and requirements for the software they’ve purchased.
Design and configure custom solutions within budget to meet the customers’ needs.
Produce clearly articulated solution documents and demonstrations, with the ability to estimate hours and timeline necessary to complete the work.
Expertly perform technical demonstrations of your solution to clients and relate them to specific client requirements.
Lead working sessions with customers so they’re learning as you collaboratively build their solution.
Develop and cultivate strong, trusted relationships with contacts at various levels of the customer’s organization, up to the VP/Director level.
Maintain accurate project records in our internal CRM (Salesforce) and project management tool (Monday.com) on a daily basis.
Balance your personal performance targets in the areas of utilization, client satisfaction, and budget.
Meet weekly over Zoom with each customer.
Proactively identify and respond to risks.
Prevent escalations from occurring with your customers, and involve internal stakeholders for support as needed.
Lead difficult conversations with customers regarding project budgets, timelines and priorities, holding boundaries while empowering customers.
Simultaneously manage between 15-20 projects.