Manager, Advanced Support Consulting

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and cultivate a team of Advanced Support Consultants.

• Ensure team members have access to the resources, training, and support required to thrive.

• Conduct regular performance evaluations and offer constructive feedback.

• Act as an escalation point for key clients.

• Oversee service delivery and guarantee that clients’ technical and consultative needs are fulfilled.

• Collaborate with Implementation, Customer Success Management, Support, and other departments.

• Advocate for the integration of Bonterra’s enterprise impact management solutions.

• Supervise technical consulting related to workflow design, form configuration, and reporting consultation.

• Review and authenticate client requests.

• Ensure that deliverables align with quality standards and adhere to agreed timelines and budgets.

• Provide weekly team updates to leadership.

• Monitor strategic KPIs and leverage data for informed decision-making.

• Identify and execute process enhancements.

• Develop and sustain documentation and guidelines.

• Track KPIs regarding team performance and client satisfaction.

• Analyze trends, areas for improvement, and opportunities for optimization.

• Create and deliver performance reports to leadership.

• Implement feedback loops and promote continuous improvement practices.

⛳️ Requirements

• A minimum of 2 years of team lead or management experience in a SaaS professional services organization is preferred.

• A proven history of successfully leading teams.

• Strong leadership and team management capabilities.

• Experience in a technical support or consulting role, ideally in software or technology.

• Excellent problem-solving skills and a proactive, data-driven approach to decision-making.

• Ability to convert complex insights into practical strategies.

• Outstanding client-facing and communication skills.

• Capability to clearly explain intricate technical information.

• Solid understanding of system configurations, technical troubleshooting, and support processes.

• Demonstrated initiative and the ability to operate independently.

• Strong organizational abilities and the capacity to manage multiple priorities, timelines, and tight deadlines.

• Resourceful and flexible approach.

• Proficiency in relevant technology solutions and platforms.

• Experience working with nonprofit and government organizations is preferred.

• Must not require current or future sponsorship for employment authorization.

🏝️ Benefits

• Comprehensive benefits package that supports health, well-being, and personal growth.

• Bonuses.

• Incentives.

• Equity opportunities.

• Comprehensive benefits program.

• Equal employment opportunities and reasonable accommodations during the application process.