Foundant Technologies

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
• Manage client onboarding projects in collaboration with various Client Delivery roles
• Build and maintain relationships with key client stakeholders
• Adapt engagement depth and project management approach based on varying project sizes
• Manage client onboarding expectations and commitments
• Facilitate a smooth client transition from the Sales Team
• Develop, maintain, and update project management documents and systems
• Build plans with clear milestones and communicate roles and responsibilities
• Monitor client progress and sentiment
• Acquire foundational knowledge of Foundant product offerings

Project Manager – C-Suite

Support Engineer

• Own and resolve a high volume of technical support tickets across the SMS product, from triage through closure, within defined SLA targets.
• Diagnose and troubleshoot complex configuration issues, data problems, integration failures, and workflow errors within the SmartSimple platform.
• Maintain accurate, timely ticket documentation in Zendesk.
• Identify recurring issue patterns and surface them to leadership for proactive resolution or product feedback loops.
• Communicate clearly and empathetically with nonprofit clients.
• Build trust with clients through consistent follow-through and proactive updates on open issues.
• Author and maintain internal knowledge base articles and troubleshooting guides.
• Mentor junior support staff on technical troubleshooting approaches and platform knowledge.

Director

• lead and develop the SMS support team
• provide direct leadership, coaching, and performance management for SMS support staff
• build team structure, career paths, and capacity plans to support current and future client growth
• foster a culture of ownership, accountability, and continuous improvement
• manage hiring, onboarding, and retention for the SMS support function
• own the SMS support operation
• define and enforce SLAs, escalation frameworks, and incident response protocols for SMS clients
• monitor and drive performance against key metrics including CSAT, FCR, time-to-resolution, and ticket volume trends
• maintain visibility into ticket queue health, backlog, and emerging patterns across the team
• lead major incident and problem management processes, ensuring timely resolution and post-incident review
• drive client satisfaction and retention
• serve as the senior escalation point for complex or high-stakes client issues
• partner with Client Success to ensure continuity of the client relationship through support touchpoints
• use support data and client feedback to identify recurring pain points and advocate for product or process fixes
• represent the client voice in cross-functional conversations with Product and Engineering
• partner cross-functionally collaborate with the Implementation team to ensure smooth transitions from go-live into steady-state support
• work with Product on release readiness — ensuring the support team is informed, trained, and prepared ahead of launches
• partner with Sales to support pre-sales conversations where implementation or support complexity is a factor
• align with peer leaders across GLM/SLM, CSuite, and GivingData support functions to share best practices and maintain organizational consistency
• build for scale develop and maintain internal knowledge management systems, escalation playbooks, and training resources
• identify and implement tooling, automation, or AI-assisted workflows to improve team efficiency and client experience
• establish reporting cadences and dashboards that provide leadership with clear visibility into support health

Senior Director of Support

Manager

• The Manager of Professional Services leads a team comprised of multiple functional areas, including Project Managers, Consultants, and Data Migration Specialists in the successful delivery of software solutions and services.
• You will manage customer engagements with the goal of optimizing adoption of Foundant products and driving customer experience satisfaction.
• Own transforming the unique possibilities of Foundant software to maximize the client’s investment.
• Take ownership of the successful end-to-end implementation of Foundant software solutions to new clients through effective team leadership, collaboration, and client engagement.
• Effectively manage an assigned portfolio of new clients through key performance indicators, active client engagement, and client health monitoring through implementation.
• Meet company-assigned profit and revenue targets through effective project delivery and team member utilization.
• Ensure implementations are delivered within scope, budget, and time constraints, and that deliverables are of the highest quality.
• Establish, document, measure, and quality check processes to ensure efficient and repeatable operations.
• Serve as a collaborative owner in confirming effective client handoffs from Sales to Professional Services and from Professional Services to Client Success and Client Support teams.
• Remove impediments and relentlessly improve operations and workflows for your team.
• Manage the business by looking 3–6+ months in advance, proactively assessing and planning team resourcing needs and implementation schedules.
• Collaborate with management to ensure ongoing alignment and goal achievement, communicate issues, raise visibility, and address concerns and questions in a timely manner.
• Collaborate with cross-departmental and cross-organizational leaders to ensure ongoing alignment across shared tools, discuss and align on goals related to process improvements or tool changes, and support effective and open lines of communication.
• Lead and inspire your team, ensuring all assigned team members have a solid understanding of client business objectives and the plans in place to attain those objectives.
• Manage a team for best-in-class delivery, implementation, and consulting skills as well as in-depth product knowledge, and provide the necessary training to excel.
• Own training and onboarding, performance management, and inter-team relationships.
• Oversee and execute day-to-day operations, supporting daily needs from team members including questions and problem-solving opportunities.
• Motivate, develop, and coach team members on their continued growth and professional development through regular one-on-one meetings; recognize and utilize strengths of team members and provide recognition as appropriate.
• Ensure appropriate staffing levels are in place with the right set of skills.

Manager, Professional Services

Product Marketing

• Own product marketing release strategy across multiple products, solutions, and market segments
• Develop and refine positioning, messaging, and value propositions
• Lead end-to-end GTM marketing planning for new product releases and launches
• Serve as a product evangelist internally
• Gather and synthesize market, customer, and competitive insights

Director, Product Marketing

• Lead end-to-end implementation projects, from kickoff through go-live and transition to Customer Support.
• Create detailed project plans, timelines, and resource allocations based on customer requirements.
• Coordinate internal technical resources, consultants, and customer stakeholders to ensure on-time delivery.
• Monitor project progress and proactively manage risks, issues, and dependencies.
• Maintain clear and consistent status reporting for customers and internal teams.
• Serve as the primary point of contact for customers during implementation.
• Facilitate workshops, discovery sessions, and requirement-gathering discussions.
• Communicate technical concepts in a clear, business-oriented way.
• Manage customer expectations, scope, and priorities to ensure alignment throughout the project.
• Validate that configured solutions meet customer business needs and follow best practices.
• Collaborate with solution architects, technical consultants, and engineering teams to resolve blockers.
• Oversee data migration, integrations, and user acceptance testing (UAT).
• Ensure projects follow established implementation methodologies and quality standards.
• Provide customer feedback and insights to Sales, Product and support for ongoing improvement.
• Partner with Sales and Digital Transformation during pre-sales cycles for scoping, estimating, and proposal development.

• Lead a team comprised of multiple functional areas, including Project Managers, Consultants, and Data Migration Specialists in the successful delivery of software solutions and services
• Manage customer engagements with the goal of optimizing adoption of Foundant products and driving customer experience satisfaction
• Transform the unique possibilities of Foundant software to maximize the client’s investment
• Take ownership of the successful end-to-end implementation of Foundant software solutions to new clients through effective team leadership, collaboration, and client engagement
• Effectively manage an assigned portfolio of new clients through key performance indicators, active client engagement, and client health monitoring through implementation
• Meet company-assigned profit and revenue targets through effective project delivery and team member utilization
• Ensure implementations are delivered within scope, budget, and time constraints, and that deliverables are of the highest quality
• Establish, document, measure, and quality check processes to ensure efficient and repeatable operations
• Serve as a collaborative owner in confirming effective client handoffs from Sales to Professional Services and from Professional Services to Client Success and Client Support teams
• Remove impediments and relentlessly improve operations and workflows for your team
• Manage the business by looking 3–6+ months in advance, proactively assessing and planning team resourcing needs and implementation schedules
• Collaborate with management to ensure ongoing alignment and goal achievement, communicate issues, raise visibility, and address concerns and questions in a timely manner
• Collaborate with cross-departmental and cross-organizational leaders to ensure ongoing alignment across shared tools, discuss and align on goals related to process improvements or tool changes, and support effective and open lines of communication
• Lead and inspire your team, ensuring all assigned team members have a solid understanding of client business objectives and the plans in place to attain those objectives
• Manage a team for best-in-class delivery, implementation, and consulting skills as well as in-depth product knowledge, and provide the necessary training to excel
• Own training and onboarding, performance management, and inter-team relationships
• Oversee and execute day-to-day operations, supporting daily needs from team members including questions and problem-solving opportunities
• Motivate, develop, and coach team members on their continued growth and professional development through regular one-on-one meetings; recognize and utilize strengths of team members and provide recognition as appropriate
• Ensure appropriate staffing levels are in place with the right set of skills.