Bonterra

Consultant

• Provide reactive and proactive support for customers with enhanced, premium, or top-tier paid support packages
• Adhere to customer-specific statements of work
• Become an expert in customers’ business areas, industry verticals, and use of ETO or Apricot software, including customizations and add-ons
• Respond to customer calls and emails to resolve complex and unique problems within established service levels
• Provide ad-hoc coaching and training on ETO or Apricot best practices, product documentation, and formal training
• Diagnose and escalate issues for proper and timely resolution
• Coordinate with Account Executives and Client Success Managers to deliver high-level customer service
• Meet regularly with customers via Zoom and email to review open cases, ongoing initiatives, and platform needs
• Develop relationships with contacts at multiple levels of customer organizations
• Document client interactions and time spent in the tracking system and meet utilization targets
• Support internal team growth through mentorship, collaboration, and knowledge sharing
• Review and document new platform features and present learnings to the team

Advanced Support Consultant II

Software Engineer

• Build and lead the Corporate Giving engineering organization from an early-stage team to a fully staffed, high-performing domain
• Recruit, develop, and retain engineering talent across IC levels and build management depth
• Coach engineers and leads on spec-driven development and AI-assisted delivery practices
• Foster ownership, quality, and continuous improvement
• Contribute to architecture reviews, design decisions, and the codebase for at least 25% of the time
• Own technical direction for Deed, Bonterra Grants, the legacy disbursement platform, and the standalone disbursement service
• Own Deed’s product roadmap with Product leadership
• Lead migration from the legacy disbursement platform to the standalone disbursement service
• Ensure SOC 2 compliance and audit readiness with InfoSec and GRC
• Own delivery outcomes, goals, metrics, and commitments across the domain
• Coordinate dependencies with Online Contribution & Forms and Payments Platform
• Remove organizational process friction and delivery bottlenecks
• Partner with Product, Customer Success, and enterprise clients on roadmap direction and prioritization
• Collaborate with the VP of Engineering and peer Directors on engineering standards and delivery model evolution

Director, Engineering – Corporate Giving

Learning and Development

• Host virtual customer events for Bonterra's nonprofit customers
• Facilitate scripted live webinars using standard agendas and lesson plans
• Produce educational videos using templates, scripts, and AI production tools including Synthesia
• Apply QA checklists before content is customer-facing
• Keep LMS content accurate and current
• Answer customer questions during live sessions and escalate complex or off-script questions
• Communicate proactively when deliverable timelines are at risk
• Collaborate with teammates and ask clarifying questions to address customer needs
• Apply async-first learning principles to structure self-paced content

Training Specialist

Customer Success Manager

• Execute structured outreach to an assigned portfolio of customers at onboarding, adoption, and value-realization milestones
• Support webinars, office hours, and digital programs under senior team-member direction
• Respond to customer inquiries and direct customers to appropriate resources, tools, and next steps
• Track usage trends and customer-health indicators using internal tools
• Flag risks or disengagement signals and participate in mitigation efforts for at-risk customers
• Develop foundational knowledge of Bonterra's SaaS product suite and explain core features and workflows
• Capture and document customer feedback for internal stakeholders
• Maintain accurate customer records in Gainsight
• Follow portfolio-management and customer-outreach processes
• Surface customer-pattern observations and process questions to senior colleagues
• Provide timely, professional outreach and maintain accurate account-health and engagement records across the assigned portfolio

Advanced Support Consultant II

Director, Engineering – Corporate Giving

Training Specialist

Pooled Customer Success Manager