Advanced Support Consultant Program Manager

Are you a passionate innovator looking to harness the power of technology to do more good? You've come to the right place. At Bonterra, our purpose is to power those who power social impact. To that end, we serve the people who make social good possible-the doers behind the scenes across nonprofits, public agencies, corporations, philanthropic organizations, and foundations.

As the second-largest and fastest-growing social good software company in the world, Bonterra brings together leading solutions from CyberGrants, EveryAction, Network for Good, Social Solutions, and their respective entities. By bringing our intuitive technology and expertise together, Bonterra will enable unprecedented connectivity between social good organizations and their community of supporters and constituents. This will reshape philanthropic giving, empower digital transformation, and bring the social good sector the technology it needs to accelerate lasting social change.

Summary

The ASC Program Manager (APM) is responsible for managing ASC projects for our largest non-profit and public sector customers. ASC projects are annual subscription-based projects that provide customers with ongoing advanced support consulting to help our customers maximize value from Social Solutions Global (SSG) software. ASCs can assist customers with building forms, reports, and workflows in addition to providing best practices, training, and documentation. The APM will work with large customers to build project plans, prioritize projects and tasks, identify and manage issues and risks, gain sign-off on deliverables, and manage usage of project hours.

Internally the APM works cross functionally with other SSG teams including Support, Product, Professional Services, Development, Sales and Account Management.

What You'll Do

• Create long- and short-term deliverable plans, including setting targets for milestones and adhering to client-set deadlines.
• Assign tasks to internal and/or partner resources best positioned to complete deliverable requests.
• Make effective decisions when presented with multiple options for how to progress with the project.
• Serve as a point of contact for teams when multiple resources are assigned to the same project to ensure team actions remain in synergy.
• Communicate with account teams and senior leadership to keep the project aligned with business goals.
• Perform quality control on project deliverables to maintain quality standards.
• Adjust schedules and targets on the project as client needs/requests change.
• Partner with technical experts to deliver services purchased by our non-profit and public-sector clients.
• Continually monitor the big picture to ensure that all projects are delivered on-time, within budget, and with high customer satisfaction.
• Develop working knowledge in the assigned customers' business areas/industry verticals relevant to use of platform.
• Proactively identify and respond to risks that put the budget, timeline, or customer satisfaction in question.
• Ensure the customer is satisfied with and potential concerns resolved quickly.
• When needed, identify and scope Change Orders for additional services.
• Start by following existing processes for delivering projects, and then bring your innovative ideas to the team. We're always improving.
• Lead difficult conversations with customers regarding project budgets, timelines and priorities.
• Simultaneously manage dozens of projects, some of which may be highly visible or strategic within the company.
• Occasional onsite meetings with customer may be required.

Social Solutions is the preeminent provider of Non-Profit Performance Management Software. Thousands of non-profits throughout the US and Canada are using our products, ETO, Apricot, and Penelope Software, so that they can generate reports to secure funding and of equal importance, make informed decisions in an effort to maximize program effectiveness. The Customer Support department is seeking an intelligent, energetic, creative, and Support Program Manager to take key client relationships to the next level by optimizing support services across teams.

Requirements

• Bachelor's degree

• 3 years of Project / Program Management experience managing 5 simultaneous projects for multiple clients
• 3 years of professional experience in relevant industry such as technical support, professional services, or customer success
• experience

Preferred Skills

• Outstanding communication and analytical skills
• Problem solving skills with technical agility and creativity
• Interest in technology and a desire to solve problems
• Detail-oriented and well organized
• Ability to analyze and visualize data
• PMP certification is a plus
• Experience with ETO, Apricot, and/or Penelope is a plus
• Experience managing public sector clients is a plus
• Non-profit experience is a plus

Essential Functions

Standard for each role, confirm with hiring manager for accuracy:

• Standing and walking required daily
• Sitting for extended periods - up to 8 hours daily while utilizing a computer/screen monitor
• Lifting / carrying objects of 5-25 lbs. required daily
• Crouching / stooping required frequently
• Lifting / carrying objects of 26-50 lbs. required occasionally
• Kneeling, twisting of upper body / neck, and pushing / pulling of items required occasionally

Our Culture:

Our team is made up of industry experts and advocates who are 100% committed to supporting the doers of social good. We are currently undergoing an effort to create the vision and values that embody our collective organization and embrace the individuals who make up our community.

Our comprehensive and competitive benefits include:

• Generous Flexible Time Off (FTO) Policy

• Equity for ALL regular, full-time employees from individual contributors to management - share in our success!

• Up to 15 paid company holidays including some commemorating social justice events and self-care

• Paid volunteer time

• Resources for savings and investments

• Paid parental leave

• Paid sick leave

• Health, vision, dental, and life insurance with additional access to health and wellness programs.

• Opportunities to learn, develop, network, and connect

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.