Implementation Specialist

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.
Are you driven to solve creative problems that have lots of possible answers? Are you a clear, confident communicator who enjoys teaching others and can address conflicts directly? Are you motivated to help non-profits adopt technology that measures outcomes, optimizes programs and communicates impact? If so, we want to meet you!
What you'll do
The Implementation Specialist works independently to deliver small (3-12 week) client projects, requiring strong individual accountability. This role works closely with nonprofit Program Directors to lead implementations of SSG's software. The primary responsibility of the Implementation Specialist is to design and implement a solution that meets the customer's needs, taking into consideration staffing and programs, the client's historical data collection 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 the full suite of Apricot products, modules and features. Apply your expertise to pursue new, creative and previously unchartered paths to solving customer needs.
• 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 all levels of the customer's organization
• Maintain accurate project records in our internal CRM (Salesforce) and project management tool (Basecamp) on a daily basis
• Balance your personal 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
• Simultaneously manage dozens of projects

Requirements

• 4+ years of professional 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

Preferred Additional Experience:

• 1+ years of professional experience in relevant industry such as technical support, customer success, or teaching/training
• 1+ years of professional or strong volunteer experience at a nonprofit
• End-user or administrator-level experience with SSG's Case Management solutions (ETO, Penelope, or Apricot)
• Experience leading or contributing to implementation of a software
• Experience using Microsoft Excel, Basecamp, Lucidchart, and Salesforce

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.
Some of our comprehensive and competitive benefits include:

• Generous PTO policy
• Equity for ALL regular, full-time employees from individual contributors to management - share in our success!
• 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!!

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.