Manager, Professional Services

Manager, Professional Services (Advanced Support Consulting)

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.

The Manager, Professional Services (Advanced Support Consulting) 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 with billable resources (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 this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.