Foundant Technologies

Technical Account Manager

• Act as a trusted technical advisor to assigned enterprise accounts, developing a comprehensive understanding of their business objectives, technical architecture, and implementation roadmap.
• Anticipate potential challenges by monitoring system health, analyzing usage patterns, and conducting regular technical reviews.
• Lead troubleshooting efforts for sophisticated implementation issues.
• Provide architectural guidance and technical recommendations during critical phases of client implementations.
• Elevate the technical capabilities of client teams through tailored training, documentation, and hands-on guidance.
• Serve as the voice of the customer internally, synthesizing technical feedback and feature requests from your accounts.

Accounting Manager

• Establish yourself as a trusted, strategic advisor to clients
• Manage and nurture a portfolio of clients
• Proactively monitor and improve client health
• Design, deliver, and support scalable client engagement and education
• Serve as the voice of the customer internally
• Support client growth and continuity
• Drive cross-functional collaboration
• Maintain deep expertise in Foundant products and best practices

Client Success Consultant – Fund Accounting

Project Manager

• Serve as a pivotal leadership role focused on executing client implementations and fostering strong relationships
• Oversee and prioritize tasks for the client services team, with a focus on clients adopting Foundant's CommunitySuite product
• Manage client onboarding projects in collaboration with various Client Delivery roles
• Build and maintain relationships with key client stakeholders to ensure their goals are met while delivering exceptional customer satisfaction
• Adapt engagement depth and project management approach based on varying project sizes and client needs
• Lead by example and act as a servant leader
• Engage in pre-sales processes to support and manage client onboarding expectations and commitments
• Facilitate a smooth client transition from the Sales Team, ensuring continuity of strong relationships and thorough knowledge transfer from Sales to Client Services
• Cultivate strong and productive relationships with key client contacts, internal team members, and potentially third-party resources where applicable
• Develop, maintain, and update project management documents and systems to support efficient implementation progress
• Build plans with clear milestones, communicate team roles and responsibilities, and hold customers and internal partners accountable to achieving those objectives
• Coordinate requirements gathering efforts, consulting with Product Management, Implementation Team members, and clients
• Maintain active engagement throughout projects, fostering team commitment to results while addressing concerns and facilitating issue resolution to reduce escalations
• Advocate for process improvements and actionable plans to enhance client satisfaction, optimizing internal and external experiences
• Monitor client progress and sentiment, leveraging Foundant systems to document accurately and in a timely manner
• Acquire foundational knowledge of Foundant product offerings to address client inquiries and provide resolutions independently
• Perform other duties as assigned

Director

• Lead Implementation Strategy: Define and execute the implementation strategy for our client portfolio, balancing personalized service with scalable efficiency
• Establish implementation methodologies, playbooks, and best practices that drive consistency and quality
• Set team goals, KPIs, and success metrics that align with broader business objectives
• Identify opportunities to improve implementation efficiency, reduce time-to-value, and increase client satisfaction
• Drive Operational Excellence: Oversee project planning, resource allocation, and capacity management across all implementations
• Monitor project health, timelines, and deliverables to ensure on-time, on-budget completion
• Implement tools, systems, and processes that enable the team to scale effectively
• Analyze implementation data to identify trends, bottlenecks, and improvement opportunities
• Manage escalations and remove blockers to keep projects moving forward
• Build and Develop Your Team: Recruit, hire, and onboard top implementation talent
• Coach and mentor implementation managers and specialists, fostering professional growth
• Establish clear performance expectations and provide regular feedback
• Create a collaborative, accountable team culture focused on client success
• Develop career paths and growth opportunities for team members
• Ensure Outstanding Client Experiences: Own the client experience from contract signature through successful go-live and handoff
• Build strong relationships with clients during the critical onboarding phase
• Gather and act on client feedback to continuously improve the implementation experience
• Partner with Sales to set realistic expectations and ensure smooth transitions
• Collaborate with Customer Success to establish clear handoff criteria and health indicators
• Partner Cross-Functionally: Work with Product to communicate client needs, implementation challenges, and feature requests
• Align with Sales on scoping, timeline commitments, and implementation packages
• Partner with Customer Support to resolve client issues during implementation
• Collaborate with Marketing on case studies and reference-able implementations

Director, Professional Services

Support Engineer

• Provide exceptional customer support to end users
• Help customers resolve day-to-day challenges by delivering innovative and scalable resolutions
• Respond to email, online, and telephone client support requests
• Troubleshoot, triage, and resolve customer support issues; providing concise details to internal teams and to the customer
• Analyze each issue for root cause, determining if the issue could have been prevented by changes in software or business processes, and escalate to subject matter experts with recommendations
• Capture details of support requests in ticketing system powered by Zendesk
• Ensure client support tickets are resolved in a fast and professional manner and comply to the agreed Service Level Agreements
• Facilitate relationships across various customer teams, internal teams, and departments to further strengthen customer partnerships
• Help test fixes provided by the Development team and incorporate them into client systems
• Advocate new platform features and assist clients in the adoption of new products via upgrades and configuration changes

Technical Support Representative

Customer Support

• Professionally and thoroughly address clients’ software questions via phone calls, chats, and emails
• Develop and maintain a high degree of Foundant product knowledge
• Ensure client handoffs between team members with and external from support go smoothly
• Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution
• Strategize and problem solve with team members to ensure that clients have the best possible experience
• Enable cross-team communication with leadership and other team members
• Provide internal and external training on selected Foundant software products and the feature/function of these products
• Contributor to continuous process improvement within and between all areas of Client Support
• Work with Support Specialist team to ensure consistent support is available during all available support hours
• Assist with client-related projects
• Other duties as assigned.

Technical Account Manager

Client Success Consultant – Fund Accounting

Project Manager

Director, Professional Services

Technical Support Representative

Client Support Specialist