Senior Professional Services Consultant
Kustomer
JavaScriptNode.jsReact
Onboarding Consultant
Bonterra
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $55,000 - $65,000 per year
Job Level
Mid-LevelSenior
About the role
- The Onboarding Consultant works independently to deliver small (4-15 week) client implementations, requiring strong individual accountability.
- This role works closely with nonprofit Program Directors to lead implementations of Bonterra’s software.
- The primary responsibility of the Onboarding Consultant is to design and implement a solution that meets the customer's needs, taking into consideration staffing and programs, the client’s previous tools, and reporting requirements.
- Secondary to delivering a technical solution is the goal of empowering your clients with the skills and confidence needed to take ownership over their solution when your work is done.
- A successful implementation is one that both meets the customers’ needs and is quickly adopted by their staff.
- Acquire and maintain expertise in a subset of Bonterra products across the Case Management and Fundraising & Engagement product suites.
- Apply your expertise to pursue new, creative and previously unchartered paths to solving customer needs when templated approaches aren’t a fit.
- Get to know your customers’ world to uncover dependencies and requirements for the software they’ve purchased.
- Design and configure custom solutions within budget to meet the customers’ needs.
- Produce clearly articulated solution documents and demonstrations, with the ability to estimate hours and timeline necessary to complete the work.
- Expertly perform technical demonstrations of your solution to clients and relate them to specific client requirements.
- Lead working sessions with customers so they’re learning as you collaboratively build their solution.
- Develop and cultivate strong, trusted relationships with contacts at various levels of the customer’s organization, up to the VP/Director level.
- Maintain accurate project records in our internal CRM (Salesforce) and project management tool (Monday.com) on a daily basis.
- Balance your personal performance targets in the areas of utilization, client satisfaction, and budget.
- Meet weekly over Zoom with each customer. Your day will be a mix of customer calls and behind-the-scenes work.
- Proactively identify and respond to risks.
- Prevent escalations from occurring with your customers, and involve internal stakeholders for support as needed.
- Lead difficult conversations with customers regarding project budgets, timelines and priorities, holding boundaries while empowering customers.
- Simultaneously manage between 15-20 projects.
Requirements
- 4+ years of professional customer facing experience
- Experience leading or managing internal projects or programs
- Active listening skills enabling you to quickly understand a company’s org structure, goals, and data needs just by talking with a customer
- Problem solving skills with technical agility and creativity
- Strong relationship-building skills (you gain trust and influence quickly)
- Strong verbal and written communication, including the ability to break down complex concepts into simple language
- Strong individual accountability and ability to work independently to meet deadlines
- Preferred Additional Experience: 1+ years of professional experience in relevant industry such as technical support, project management, customer success, fundraising, or teaching/training
- 1+ years of professional or strong volunteer experience at a nonprofit
- End-user or administrator-level experience with Apricot
- Experience leading or contributing to implementation of a software
- Experience using Microsoft Excel, Monday.com, Lucidchart, and Salesforce
Benefits
- Comprehensive benefits package
- Health, well-being, and growth support
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementimplementation of softwaresolution designtechnical demonstrationscustom solution configurationdata analysisbudget managementrisk identificationcustomer needs assessmentreporting requirements
Soft skills
active listeningproblem solvingrelationship buildingverbal communicationwritten communicationindividual accountabilityindependent workcreativitytrust buildinginfluence
