Senior Advanced Support Consultant

Bonterra

1d•$65,000 - $85,000

About The Position

The Senior Advanced Support Consultant (ASC) is responsible for providing superior reactive support for customers who have purchased premium support packages or are a top tier paid support customer. The Sr. ASC will be responsible for adhering to a clearly defined statement of work, which may vary depending on the customer’s needs. Internally the Sr. ASC 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.

Requirements

3+ years of professional experience in relevant industry such as technical support or customer success
2+ years’ experience working with client verticals or equivalent non-profit experience (MIECHV, HMIS, Workforce, Reentry, Education, etc.)
1 + years experience using SQL
Proficient in SAP Business Objects Reporting
Outstanding communication and analytical skills
Problem solving skills with technical agility and creativity
Detail-oriented and well organized
Project Management experience managing 5-10 simultaneous projects for various clients

Nice To Haves

Experience with ETO software
Technical background/experience such as system administration, implementation, technical specifications for developers, or consulting; report writing; business acumen; applied statistics; evaluation experience
Non-Profit organizational experience or background
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

Responsibilities

Become an expert in each customers’ use of ETO (and occasionally Apricot software) including any customizations and add-ons
Become an expert in the assigned customers’ business areas/industry verticals
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)
Develop and cultivate strong relationships with contacts at all levels of the customer organization
Provide ad-hoc coaching and training on ETO/Apricot best practices, as well as access to product documentation and formal training
Diagnose and escalate issues as needed to ensure proper and timely resolution
Interface with the Account Manager and Client Success Manager to provide a high level of customer service without unnecessary overlap
Meet regularly with customers via phone (weekly, bi-weekly or monthly depending on what is defined in the statement of work) to review open cases and issues
Occasional onsite meetings with customers may be required
Document all client interactions and time spent in our tracking system as required—the Senior ASC will be held accountable for a utilization target
Work closely with the ASC leadership team to develop team directives
Cultivate team growth through training opportunities and mentorship for newer ASC team members