Overview
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.
We are currently operating as a remote workforce and have equipped our teams with the technology to stay connected to each other and our customers.
Responsibilities & Requirements
What you will do - responsibilities and requirements:
Further details on the job description follow:

• Become an expert in each customers' use of ETO and/or Apricot software, including any customizations and add-ons
• Become an expert in the assigned customers' business areas/industry verticals
• 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.)
• Develop and cultivate strong relationships with contacts at all levels of the customer organization
• Provide ad-hoc coaching and training on ETO/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 Manager and Client Success Manager to provide a high level of customer service without unnecessary overlap
• Meet regularly with customer via phone (weekly, bi-weekly or monthly) to review open cases and issues
• Occasional onsite meetings with customer may be required
• Document all client interactions and time spent in our tracking system as required-the ASC will be held accountable for a utilization target

• Bachelor's degree or 2+ years of experience with ETO and/Apricot software preferred
• 1+ years of professional experience in relevant industry such as technical support or customer success
• 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
• Passion for human services and an infectious smile

Preferred Skills

• Experience with ETO and/or Apricot software
• Technical background/experience such as system administration, implementation, technical specifications for developers, or consulting; report writing (SAP Business Objects or other BI tool); business acumen; applied statistics; evaluation experience

About Us
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 robust benefits program:
Some of our comprehensive and competitive benefits include:

• Generous PTO policy
• 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
• Health, vision, dental, and life insurance with additional access to health and wellness programs.
• Opportunities to learn, develop, network, and connect
• When we can-company-sponsored events and swag!!