Job Overview
Location
Remote, United States
Job Type
Full-time
Category
Customer Success
Date Posted
March 27, 2026
Full Job Description
đź“‹ Description
- • The Senior Advanced Support Consultant (ASC) plays a critical role in ensuring the success and satisfaction of Bonterra’s premium and top-tier paid support customers by delivering expert-level technical and functional support for ETO and Apricot software platforms. This role is essential to maintaining trust, reducing downtime, and enabling nonprofit and corporate clients to maximize the impact of their missions through reliable, timely, and personalized assistance.
- • The person will serve as a trusted technical advisor and primary point of contact for complex customer issues, combining deep product knowledge with industry-specific expertise to resolve challenges that standard support tiers cannot address, directly contributing to customer retention and long-term partnership value.
- • What the person will do day to day:
- • Become an expert in each customer’s unique configuration of ETO (and occasionally Apricot) software, including customizations, add-ons, and integrations, to provide accurate and context-aware troubleshooting and guidance.
- • Develop deep familiarity with the assigned customers’ business areas and industry verticals—such as MIECHV, HMIS, Workforce, Reentry, and Education—to anticipate needs, speak the client’s language, and offer relevant best practices.
- • Respond promptly to customer calls and emails to resolve complex, high-priority issues within agreed-upon service levels, including initial response time and time to close, as defined in each customer’s statement of work.
- • Build and nurture strong, trust-based relationships with stakeholders across all levels of the customer organization, from end-users to executive sponsors, to ensure alignment and proactive issue prevention.
- • Deliver ad-hoc coaching and training sessions on ETO/Apricot best practices, product features, and documentation access, empowering customers to use the software more effectively and independently.
- • Diagnose root causes of technical and functional problems, and escalate to appropriate internal teams (Product, Development, Professional Services) when necessary, ensuring timely and complete resolution.
- • Collaborate closely with Account Managers and Client Success Managers to align support efforts with broader customer success goals, avoiding duplication and enhancing the overall customer experience.
- • Conduct regular check-in meetings with customers (weekly, bi-weekly, or monthly) via phone to review open cases, track progress, discuss upcoming needs, and gather feedback for continuous improvement.
- • Participate in occasional onsite visits to customer locations when required by the statement of work to strengthen relationships and address complex, hands-on challenges.
- • Maintain meticulous records of all client interactions and time spent in Bonterra’s tracking system to meet individual utilization targets and support accurate reporting and forecasting.
- • Partner with ASC leadership to help shape team processes, standards, and directives, contributing to the continuous improvement of the support function.
- • Mentor and train newer ASC team members through knowledge sharing, shadowing opportunities, and guidance on complex cases, fostering team growth and capability.
- • About the team or company:
- • Bonterra is a mission-driven technology company dedicated to increasing the rate of charitable giving in the U.S. from 2% to 3% of GDP by 2033, aiming to unlock over $573 billion in additional annual social impact through innovative software and expert services.
- • The company serves a powerful network of over 20,000 customers, including more than 16,000 nonprofit organizations and over half of the Fortune 100, providing end-to-end solutions that strengthen trust, transparency, and effectiveness in the social good sector.
- • What the person can learn or achieve in this role:
- • Develop deep expertise in enterprise-level case management and outcomes tracking software used by leading nonprofits and government programs, positioning themselves as a specialist in social impact technology.
- • Grow into a trusted advisor role that blends technical support, business analysis, and customer success, opening pathways to leadership in customer experience, product specialization, or professional services within Bonterra or the broader impact technology industry.
🎯 Requirements
- • 3+ years of professional experience in technical support, customer success, or a related client-facing technical role
- • 2+ years of experience working with client verticals such as MIECHV, HMIS, Workforce, Reentry, Education, or equivalent nonprofit sector experience
- • 1+ years of hands-on experience using SQL for querying, reporting, or data analysis
- • Proficiency in SAP Business Objects Reporting, including report creation, modification, and interpretation
- • Outstanding communication and analytical skills, with the ability to translate technical concepts for non-technical audiences
- • Strong problem-solving abilities, demonstrating technical agility, creativity, and persistence in resolving complex issues
- • Highly detail-oriented and well-organized, capable of managing multiple priorities and documentation requirements
- • Proven project management experience handling 5–10 simultaneous client projects or workstreams
🏖️ Benefits
- • Comprehensive health, dental, and vision insurance plans designed to support employee well-being
- • Retirement savings plan with company matching to help build long-term financial security
- • Generous paid time off, including vacation, holidays, and sick leave, to promote work-life balance
- • Opportunities for professional development and training, including access to product certifications and skill-building resources
- • A mission-driven culture focused on creating measurable social impact, where work contributes to a larger purpose of increasing charitable giving
- • Inclusive and equitable workplace environment that values diversity, belonging, and respect for all backgrounds and identities
Skills & Technologies
Senior
Remote
$65k-85k
About Bonterra Tech Holdings LLC
Bonterra provides cloud software and data services to nonprofit organizations, public agencies, and corporate social-good teams. Its platform combines fundraising, donor management, digital engagement, volunteer coordination, and outcomes analytics into a unified ecosystem, helping users raise funds, mobilize supporters, and measure impact. Formed through the 2023 combination of Social Solutions, CyberGrants, EveryAction, Network for Good, and other providers under parent company Bonterra Tech Holdings LLC, the company serves more than 19,000 customers across North America and the United Kingdom.
Get more remote jobs like this
Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.
Newsletter
Weekly remote jobs and featured talent.
No spam. Only curated remote roles and product updates. You can unsubscribe anytime.
Similar Opportunities
⏰ EXPIRES SOON
Silver.com LLC
Argentina
Full-time
Expires Apr 29, 2026 (Soon)
AWS
GCP
Docker
+1 more
2 months ago
