Onboarding Consultant
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Job Description
Onboarding Consultant delivering non-profit client implementations for Bonterra's software solutions. Designing and implementing customer-specific solutions while empowering them for post-implementation success.
Responsibilities:
- The Onboarding Consultant works independently to deliver small (4-15 week) client implementations, requiring strong individual accountability.
- This role works closely with nonprofit Program Directors to lead implementations of Bonterra’s software.
- The primary responsibility of the Onboarding Consultant is to design and implement a solution that meets the customer's needs, taking into consideration staffing and programs, the client’s previous tools, and reporting requirements.
- Secondary to delivering a technical solution is the goal of empowering your clients with the skills and confidence needed to take ownership over their solution when your work is done.
- A successful implementation is one that both meets the customers’ needs and is quickly adopted by their staff.
- As a Professional Services team member, you will constantly balance client satisfaction with project budgets and timelines.
- Acquire and maintain expertise in a subset of Bonterra products across the Case Management and Fundraising & Engagement product suites.
- Apply your expertise to pursue new, creative and previously unchartered paths to solving customer needs when templated approaches aren’t a fit.
- Get to know your customers’ world to uncover dependencies and requirements for the software they’ve purchased.
- Design and configure custom solutions within budget to meet the customers’ needs.
- Produce clearly articulated solution documents and demonstrations, with the ability to estimate hours and timeline necessary to complete the work.
- Expertly perform technical demonstrations of your solution to clients and relate them to specific client requirements.
- Lead working sessions with customers so they’re learning as you collaboratively build their solution.
- Develop and cultivate strong, trusted relationships with contacts at various levels of the customer’s organization, up to the VP/Director level.
- Maintain accurate project records in our internal CRM (Salesforce) and project management tool (Monday.com) on a daily basis.
- Balance your personal performance targets in the areas of utilization, client satisfaction, and budget.
- Meet weekly over Zoom with each customer.
- Your day will be a mix of customer calls and behind-the-scenes work.
- Proactively identify and respond to risks.
- Prevent escalations from occurring with your customers, and involve internal stakeholders for support as needed.
- Lead difficult conversations with customers regarding project budgets, timelines and priorities, holding boundaries while empowering customers.
- Simultaneously manage between 15-20 projects.
Requirements:
- 4+ years of professional customer facing experience
- Experience leading or managing internal projects or programs
- Active listening skills enabling you to quickly understand a company’s org structure, goals, and data needs just by talking with a customer
- Problem solving skills with technical agility and creativity
- Strong relationship-building skills (you gain trust and influence quickly)
- Strong verbal and written communication, including the ability to break down complex concepts into simple language
- Strong individual accountability and ability to work independently to meet deadlines
- 1+ years of professional experience in relevant industry such as technical support, project management, customer success, fundraising, or teaching/training (preferred)
- 1+ years of professional or strong volunteer experience at a nonprofit (preferred)
- End-user or administrator-level experience with any Bonterra Tech software (preferred)
- Experience leading or contributing to implementation of a software (preferred)
- Experience using Microsoft Excel, Monday.com, Lucidchart, and Salesforce (preferred)
Benefits:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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