Bonterra

Role Description As a member of the NGP VAN Support team, you will serve on the front line of support for Democratic campaigns, parties, PACs, and progressive organizations. Not only will you be supporting Democrats and progressives with your exceptional customer service skills, but you’ll also be getting new customers up and running with our tools. Our staff aren’t just people who do support; they are expert practitioners who make sure our clients are able to accomplish their goals. Social mission is at the core of what we do, and we're looking for people who love our clients (and their causes) as much as we do. This is an entry-level role, with high expectations for responsiveness, empathy, and consistent knowledge development. Essential Position Duties and Responsibilities - Provide timely responses to inbound support requests with positivity and user empathy - Triage and resolve client issues through collaboration with sales, product, data, and/or engineering teams - Knowledge of primary business line/can support Digital at basic level - Escalates complex or urgent issues according to documented protocols - Takes direction from Leadership to meet team claiming standards - Utilizes internal documentation to deliver accurate support - Maintains detailed records of client interactions and resolutions - Participates in team meetings and skills trainings Qualifications - Demonstrated and passionate interest in Democratic + progressive politics and ideals - Good with technology and willing to work with various organizations - At least 1 year of experience working with compliance, fundraising, and/or email tools for political campaigns, unions, or nonprofits - Experience using NGP8, EveryAction, VAN or VoteBuilder (or their competitors) - Excellent oral and written communication skills - Strong critical thinking, logical problem-solving ability, and a willingness to learn - Professional phone manner and proven ability to self-motivate - Strong collaboration skills, with proven ability to communicate effectively - Detail-oriented and great at following up - Previous experience teaching or training, including mentoring, tutoring, and/or software support - Demonstrated history of being a team player - Experience in customer relations or an equivalent field is valued Requirements - This position is part of a bargaining unit represented by CWA Local 1400, 2336 or 13000 - At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization Benefits - Comprehensive benefits package that supports health, well-being, and growth - Compensation and benefits may vary based on location, skills, experience, and education - Pay is determined by location, skills, experience, and education, and is one part of NGP VAN's total rewards package

• Become an expert in each customers’ business areas, industry verticals, and use of ETO or Apricot software, including any customizations and add-ons. • Respond to customer calls and emails to resolve complex and unique problems in an extremely timely manner. • Provide ad-hoc coaching and training on ETO or 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 customers via phone to review open cases, ongoing initiatives, and platform needs. • Develop and cultivate strong relationships with contacts at multiple levels of the customer organization. • Document all client interactions and time spent in our tracking system as required. • Support internal team growth through mentorship, collaboration, and knowledge sharing across the ASC team. • Review and document new platform features and present learnings to the team to support cross-team proficiency building.

• Manage a full sales cycle, including qualification, discovery, solution alignment, proposal creation, and contract negotiation, to close new business with nonprofit clients across North America. • Conduct discovery meetings with prospective customers to identify key organizational challenges and tailor OneCause solutions accordingly. • Deliver product demonstrations that align to client-specific fundraising goals and clearly communicate value propositions. • Generate additional qualified opportunities via referrals, professional networking, and self-directed prospecting. • Track and manage sales activities and pipeline using Salesforce and other sales tools to ensure accurate forecasting and pipeline visibility. • Develop and present customized proposals and pricing structures aligned with customer goals and organizational objectives. • Achieve assigned monthly, quarterly, and annual revenue goals through high-impact sales execution and strong follow-up practices. • Regularly report sales metrics, progress, and insights to leadership and adapt strategy based on performance feedback. • Collaborate with cross-functional stakeholders to support onboarding handoffs and ensure smooth transition of new customers. • Continuously adopt and adapt to new technologies and internal sales process updates to enhance productivity. • Stay informed of nonprofit industry trends and fundraising best practices to provide relevant and consultative support. • Participate in team strategy sessions and training to share insights and improve performance across the sales organization.

• Define commercial program strategy – Develop and own the overarching strategy for inbound and outbound commercial programs. • Translate strategic objectives into structured program components including messaging frameworks, sequencing logic, audience segmentation, and engagement plays. • Own the Commercial Programs calendar, coordinating with Marketing on campaign timing, product launches, and seasonal priorities. • Track and assess Sales and BDR team capacity against program demand, flagging gaps or overload risks. • Create Sales and BDR team member cadences that align with engagements and product messaging. • Maintain process documentation for inbound and outbound efforts between Sales, BDR, and Marketing.

• Develop and optimize stored procedures, functions, and queries in large relational databases. • Maintain and improve ETL workflows and back-end data transformation jobs. • Troubleshoot data quality issues and performance bottlenecks. • Participate in schema and architecture design discussions. • Review code and provide mentorship to team members.

• Own the data engineering work across the full client lifecycle — from onboarding through complex post-onboarding requests • Design and execute large-scale migrations • Build and improve ETL processes • Collaborate directly with Engineering, Product, and Sales to solve harder data problems • Support junior team members as the team grows • Manage and prioritize your own workflows • Document your solutions and support team knowledge sharing

Role Description As an EA-Data Services Specialist, you’ll own the data engineering work across the full client lifecycle — from onboarding through complex post-onboarding requests. This role is a strong fit if you already think in SQL, have hands-on experience with data migrations or ETL work, and are excited to take on more technical ownership and cross-functional collaboration. You’ll design and execute large-scale migrations, build and improve ETL processes, and work directly with Engineering, Product, and Sales to solve harder data problems. You’ll also support junior team members as the team grows. In this role you’ll be owning your first migrations within the first 90 days. - Develop SQL scripts and protocols for your large-scale client migrations - Implement and improve ETL processes for acquiring and loading large datasets - Scope and execute client-requested one-off edits and exports - Collaborate across Sales, Engineering, and Product to set and meet your project timelines - Work with Account Management to fulfill your clients’ import, export, reporting, and migration needs - Manage and prioritize your own workflows - Document your solutions and support team knowledge sharing Qualifications - Strong SQL skills — you’re comfortable writing complex queries, stored procedures, and troubleshooting scripts independently - Solid understanding of relational database structure - Background in nonprofit or political data (fundraising, compliance, or field workflows) - Experience with large-scale data migrations and sensitive datasets - Proficiency with ETL applications or scripting - Experience with MS SQL Server and NGP VAN - Strong communication skills across technical and non-technical audiences - Familiarity with source control (git preferred) Requirements - 3+ years or 2 election cycles of technical data experience Benefits We offer a comprehensive benefits package that supports your health, well-being and growth. Company Description NGP VAN is the winningest technology platform in the history of democratic and progressive causes, working tirelessly to innovate and advance the technology our clients rely on to bolster our democracy. We help power the trailblazers, campaigners, and advocates fighting up and down the ticket for equality, racial justice, reproductive freedom, democracy, climate reform, and more.

• New Logo Acquisition • Lead and coach a team of Account Executives focused on closing net new business across the Fundraising Experiences portfolio. • Own the new logo pipeline: set targets, manage forecast accuracy, and build a repeatable outbound motion to drive new opportunities, including collaboration with existing and new partner relationships. • Coach AEs through complex, multi-stakeholder sales cycles, focusing on Enterprise-sized deals—from qualification through proposal, negotiation, and close—and enforce deal qualification standards and handoff protocols. • Drive consistent execution of sales methodology through call reviews, deal coaching, and pipeline inspections. • Expansion & Account Growth • Lead a team of Account Managers responsible for growing and retaining Strategic accounts through upsell, cross-sell, and adoption-driven expansion. • Drive YoY processing volume growth and build cross-sell penetration across Bonterra’s product portfolio. • Ensure consistent execution of Mutual Success Plans across eligible accounts, maintaining account tiering discipline and an expansion opportunity pipeline supporting net new ARR. • Coach Account Managers to lead growth conversations with confidence—connecting customer outcomes to commercial opportunity. • Team Leadership • Manage and develop a combined team of seven. Own capacity planning, account load standards, and role-specific performance frameworks. • Set clear priorities, build processes and workflows, and foster a culture of accountability, coaching, and collaboration between the new business and expansion functions. • Systems & AI • Partner with VP of Strategic Accounts and Revenue Operations to build growth infrastructure: Account Plans, Mutual Success Plans, Growth CTAs, and KPI dashboards. • Define requirements for AI-powered account research and deal coaching tooling. • Ensure Salesforce data standards support reliable Opportunity workflows, pipeline reporting, and comp tracking across both AE and AM motions. • Cross-Functional Leadership • Serve as a revenue liaison across Sales, Services, Marketing, and Product—aligning new logo acquisition with expansion strategy. • Own the monthly and quarterly growth metrics narrative for senior leadership, covering both new logo and expansion performance.

• Own Product Strategy & Outcomes • Define target markets and customer segments, identifying where Bonterra can win and how to differentiate. • Define and evolve a clear product vision, strategy, and roadmap aligned to Bonterra’s mission and business objectives. • Own and be accountable for product outcomes, including adoption, engagement, retention, and revenue impact. • Translate company-level goals and OKRs into focused product bets with clear success metrics. • Own Continuous Product & Market Discovery • Continuously assess market trends, competitive positioning, and emerging opportunities to inform strategy. • Partner with Design, Engineering, and Research to run continuous discovery, including customer interviews, usability testing, data analysis, and experimentation. • Identify and validate customer problems, test hypotheses, and ensure solutions deliver real customer and business value. • Develop deep understanding of nonprofit workflows, motivations, and constraints across different customer segments. • Own Packaging, Pricing & Positioning • Own product packaging and pricing strategy, including tiering, monetization models, and value-based pricing; with the ability to navigate unique considerations of AI features. • Define clear, compelling product positioning and messaging that differentiates Bonterra in the market. • Continuously test and optimize pricing and packaging based on market feedback and performance. • Deliver High-Impact Solutions • Lead end-to-end product launches. • Collaborate closely with Engineering and Design to define solutions, scope work, and deliver iteratively. • Partner closely with Marketing, Sales, and Customer Success to drive successful go-to-market execution. • Measure and optimize go-to-market performance, including conversion, pipeline contribution, and adoption. • Maintain a healthy, prioritized roadmap focused on outcomes over output , making clear trade-offs when needed. • Ensure product requirements are clear, lightweight, and enable teams to move quickly without sacrificing quality. • Use Data, AI, and Insights to Inform Decisions • Define and monitor key product metrics; use qualitative and quantitative data to guide prioritization and iteration. • Leverage experimentation and analytics to evaluate product performance and inform roadmap decisions. • Contribute to Bonterra’s use of AI-driven and data-informed capabilities , with an emphasis on responsible, customer-centric application. • Launch, Learn, and Iterate • Lead product launches in partnership with Marketing, Sales, and Customer Success, ensuring strong positioning and enablement. • Gather post-launch insights and continuously refine the product based on customer feedback and performance data. • Influence & Lead Across the Organization • Act as a trusted product leader and subject-matter expert for your product area. • Communicate clearly and persuasively with stakeholders at all levels, including executives. • Mentor and support junior product managers, contributing to a strong product culture grounded in learning and impact.

• Provide exceptional customer support across email, chat, and phone channels. • Swiftly and accurately address customer inquiries with professionalism. • Exemplary attention to detail to swiftly identify and escalate technical issues to internal support teams. • Ensure timely ticket escalation to appropriate departments. • Cultivate collaborative relationships within the Customer Support team and across departments to effectively meet customer needs. • Demonstrate a passion for Bonterra Tech and possess strong technological aptitude, willing to collaborate with various organizations seeking assistance. • Exhibit excellent oral and written communication skills, coupled with robust critical thinking and logical problem-solving abilities, with a willingness to learn.