[Remote] Manager, Advanced Support Consulting

Note: The job is a remote job and is open to candidates in USA. Bonterra is dedicated to propelling doers of good to their peak impact through innovative technology. They are seeking a Manager of Advanced Support Consulting to lead a team of consultants, ensuring exceptional service delivery and technical solutions that empower clients to achieve their goals.ResponsibilitiesLead, mentor, and develop a team of Advanced Support ConsultantsEnsure team members have the resources, training, and support needed to excel in their rolesConduct regular performance reviews and provide constructive feedbackServe as an escalation point for key clients, ensuring their issues are resolved promptly and effectivelyOversee services delivery for clients, ensuring their technical and consultative needs are metCoordinate with other teams (e.g., Implementation, CSM, Support, etc.) to ensure seamless client experiencesChampion the integration of Bonterra's innovative enterprise impact management solutions, focusing on immediate transformation and scaling impactOversee the delivery of technical consulting, including workflow design, form configuration, and reporting consultationReview and validate client requests, ensuring clear and actionable inputs for the teamEnsure all deliverables meet high-quality standards and are completed within the agreed timelines and budgetProvide weekly team updates to leadership to ensure comprehensive communication and alignmentMonitor metrics to measure the success of the team against strategic KPIs, using data to inform decision-making and strategic adjustmentsIdentify and implement process improvements to enhance the efficiency and effectiveness of the teamDevelop and maintain documentation and guidelines for team processes and client interactionsTrack key performance indicators (KPIs) to assess team performance and client satisfactionAnalyze data to identify trends, areas for improvement, and opportunities for optimizationCreate and present regular performance reports to leadership, highlighting achievements and areas needing attentionImplement feedback loops and continuous improvement practices based on performance dataSkillsTeam lead or management experience in a SaaS professional services organization with a proven track record of successfully leading teams (2+ years preferred)Strong leadership and team management skills, with the ability to inspire, motivate, and foster a positive team environment that promotes continuous learning and developmentProven experience in a technical support or consulting role, preferably within the software or technology sectorStrong problem-solving abilities and a proactive, data-driven approach to decision-making with the ability to translate complex insights into actionable strategiesExcellent client-facing and communication skills, with the ability to clearly explain complex technical informationStrong understanding of system configurations, technical troubleshooting, and support processesDemonstrated initiative and self-starting ability to independently identify and act on opportunities and challengesStrong organizational skills with the ability to manage multiple priorities, timelines, and aggressive deadlines in a resourceful and adaptable mannerProficiency in relevant technology solutions and platformsExperience working with non-profit and government organizationsBenefitsA 10% annual bonusBonusesIncentivesEquityA comprehensive benefits programCompany OverviewBonterra is a social good software company. It was founded in 1999, and is headquartered in Austin, Texas, USA, with a workforce of 1001-5000 employees. Its website is https://www.bonterratech.com.