Advanced Support Consultant II

• Become an expert in each customers’ business areas, industry verticals, and use of ETO or Apricot software, including any customizations and add-ons.
• Respond to customer calls and emails to resolve complex and unique problems in an extremely timely manner (meeting established levels of service including initial response time, time to close, etc., as defined in the customer’s statement of work).
• Provide ad-hoc coaching and training on ETO or Apricot best practices, as well as access to product documentation and formal training.
• Diagnose and escalate issues as needed to ensure proper and timely resolution.
• Interface with the Account Executive and Client Success Manager to provide a high level of customer service without unnecessary overlap.
• Meet regularly with customers via Zoom and email (weekly, bi-weekly, or monthly depending on what is defined in the statement of work) to review open cases, ongoing initiatives, and platform needs.
• Develop and cultivate strong relationships with contacts at multiple levels of the customer organization.
• Document all client interactions and time spent in our tracking system as required—the ASC II will be held accountable for a utilization target.
• Support internal team growth through mentorship, collaboration, and knowledge sharing across the ASC team.
• Review and document new platform features and present learnings to the team to support cross-team proficiency building.

• 4+ years of professional experience in relevant industry such as technical support, consulting, or customer success.
• 2+ years of experience with ETO or Apricot software preferred.
• Proficient in SAP Business Objects Reporting or related reporting tool like Power BI.
• Outstanding communication and analytical skills.
• Problem solving skills with technical agility and creativity.
• Interest in technology and a desire to solve problems independently.
• Detail-oriented and well organized.
• Experience utilizing Confluence, Salesforce/Certinia, and Monday.com.
• Experience managing multiple client priorities and projects simultaneously.
• Ability to maintain mid-to-high complexity client relationships and support packages.
• Working knowledge of nonprofit or public sector client verticals such as Workforce, Education, Reentry, HMIS, MIECHV, or similar industries.

• 1+ yr experience with Tableau (highly preferred)
• Able to maintain Apricot Essentials, Pro, and Enterprise clients or ETO/Penelope Platinum or Diamond packages.
• Advanced knowledge of Business Objects (SAP) Results Writing including:
  • Theoretical and practical SAP Results knowledge regarding table and cell formatting.
  • Theoretical and practical SAP Results knowledge regarding data analysis and interpretation.
• Experience mentoring or supporting newer team members through training and collaboration.
• Project management experience supporting enterprise or state-level clients.

At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

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At Bonterra, we’re innovating with a higher purpose: to increase giving to 3% of US GDP by 2033, creating $573 billion more in global impact every year. At Bonterra, we foster an inclusive, equitable culture where every team member belongs and contributes to meaningful impact. Read more about our values and culture here.

At Bonterra, we are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, veteran status, or any other characteristic protected by law.

If you require a reasonable accommodation during the application process, please submit a request.