Foundant Technologies

• Own end-to-end invoicing across multiple currency subsidiaries • Partner with the Sr. Revenue Accountant, Sales Ops, and relevant stakeholders to resolve data discrepancies on Sales Orders • Coordinate milestone, contingency, and professional services billing with internal partners • Manage the sales tax process, documenting exemptions and reconciling invoiced and filed amounts • Apply client payments daily in NetSuite • Own client collections across enterprise wide • Monitor the AR inbox and respond to client inquiries related to invoicing and payments • Assist the Sr. Revenue Accountant with SaaS revenue and deferred revenue analytics • Process revenue-related journal entries and assist with month-end GL reconciliations

• Conduct candidate screening calls to assess qualifications, motivation, and fit against job requirements. • Schedule interviews and help coordinate interview panels across candidates, hiring managers, and team members. • Capture and clarify role requirements for open positions. • Assist with formatting and maintaining job description templates and other recruiting documents. • Source and screen resumes, looking for strong candidate fit before calls are scheduled. • Maintain spreadsheet trackers for candidate pipelines and recruiting metrics. • Support day-to-day administrative work for the Talent Acquisition team. • Draft clear, professional candidate communications. • Stay in close contact with candidates throughout the hiring process.

• Own and resolve a high volume of technical support tickets across the SMS product, from triage through closure, within defined SLA targets. • Diagnose and troubleshoot complex configuration issues, data problems, integration failures, and workflow errors within the SmartSimple platform. • Maintain accurate, timely ticket documentation in Zendesk. • Identify recurring issue patterns and surface them to leadership for proactive resolution or product feedback loops. • Communicate clearly and empathetically with nonprofit clients. • Build trust with clients through consistent follow-through and proactive updates on open issues. • Author and maintain internal knowledge base articles and troubleshooting guides. • Mentor junior support staff on technical troubleshooting approaches and platform knowledge.

• lead and develop the SMS support team • provide direct leadership, coaching, and performance management for SMS support staff • build team structure, career paths, and capacity plans to support current and future client growth • foster a culture of ownership, accountability, and continuous improvement • manage hiring, onboarding, and retention for the SMS support function • own the SMS support operation • define and enforce SLAs, escalation frameworks, and incident response protocols for SMS clients • monitor and drive performance against key metrics including CSAT, FCR, time-to-resolution, and ticket volume trends • maintain visibility into ticket queue health, backlog, and emerging patterns across the team • lead major incident and problem management processes, ensuring timely resolution and post-incident review • drive client satisfaction and retention • serve as the senior escalation point for complex or high-stakes client issues • partner with Client Success to ensure continuity of the client relationship through support touchpoints • use support data and client feedback to identify recurring pain points and advocate for product or process fixes • represent the client voice in cross-functional conversations with Product and Engineering • partner cross-functionally collaborate with the Implementation team to ensure smooth transitions from go-live into steady-state support • work with Product on release readiness — ensuring the support team is informed, trained, and prepared ahead of launches • partner with Sales to support pre-sales conversations where implementation or support complexity is a factor • align with peer leaders across GLM/SLM, CSuite, and GivingData support functions to share best practices and maintain organizational consistency • build for scale develop and maintain internal knowledge management systems, escalation playbooks, and training resources • identify and implement tooling, automation, or AI-assisted workflows to improve team efficiency and client experience • establish reporting cadences and dashboards that provide leadership with clear visibility into support health

• Drive the successful implementation of Foundant software products • Lead, train, and consult with clients for alignment with objectives • Establish and maintain a positive client experience • Develop expert knowledge of Foundant software products • Provide guidance on nonprofit sector practices • Support fellow team members and share best practices • Train clients on utilizing Foundant software products • Assist clients in configuring software for efficient workflows • Maintain high communication with clients for problem resolution • Provide guidance on best practices for grant and scholarship workflows • Engage in philanthropic and SaaS sectors to stay updated

• Directly support the successful end-to-end implementation of Foundant software solutions to new clients through effective teamwork, collaboration, and client engagement • Develop and maintain expert knowledge of Foundant software products • Provide clients with guidance on nonprofit sector practices • Train new clients how to utilize Foundant software products • Assist new clients in the configuration of their Foundant software products ensuring the most efficient business process workflows are implemented to provide the greatest business value to the new client • Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution • Follow up on tasks and projects arising from client interactions • Support the migration of client’s historical data from multiple sources into Foundant software • Provide clients with guidance on best practices on how to use Foundant’s solutions to support their constituency management functions • Assist clients in identifying and implementing functionality within Foundant’s solutions to support the client’s goals for community impact and engagement with all constituent audiences • Other duties as assigned.

• Directly support the successful end-to-end implementation of Foundant software solutions to new clients through effective teamwork, collaboration, and client engagement. • Develop and maintain expert knowledge of Foundant software products. • Provide clients with guidance on nonprofit sector practices. • Support fellow Delivery team members internally to help drive implementations forward, share best practices, solve for unique client workflows and cover team member work as needed. • Train a partial load portfolio of new clients on how to utilize Foundant software products. • Assist new clients in the configuration of their Foundant software products ensuring the most efficient business process workflows are implemented to provide the greatest business value to the new client. • Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution. • Follow up on tasks and projects arising from client interactions. • Use software and project management tools to work efficiently, promptly and completely to document and share essential information with colleagues and the business, track time logs and update implementation project progress. • Provide clients with guidance on best practices on how to use Foundant’s solutions to support their grant and scholarship cycle workflows. • Engage in the philanthropic and/or SaaS sectors to stay up-to date with emerging trends and critical needs of Foundant clients. • Work with clients and Data Migration Specialists to assess any custom data migration requirements, possibilities, and limitations related to the client’s grant or scholarship workflows. • Other duties as assigned.

• Directly support the successful end-to-end implementation of Foundant software solutions to new clients through effective teamwork, collaboration, and client engagement. • Develop and maintain expert knowledge of Foundant software products. • Provide clients with guidance on nonprofit sector practices. • Train new clients how to utilize Foundant software products. • Assist new clients in the configuration of their Foundant software products ensuring the most efficient business process workflows are implemented to provide the greatest business value to the new client. • Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution. • Follow up on tasks and projects arising from client interactions. • Support the migration of client’s historical data from multiple sources into Foundant software. • Provide clients with guidance on sector practices in nonprofit accounting functions such as configuring chart of accounts and creation of funds.

• Design and build working prototypes • Run fast experiments and make clear decisions • Work across the full stack, frontend to backend • Contribute ideas and shape what to build • Share work early and adapt based on user feedback

• Own product marketing release strategy across multiple products, solutions, and market segments • Develop and refine positioning, messaging, and value propositions • Lead end-to-end GTM marketing planning for new product releases and launches • Serve as a product evangelist internally • Gather and synthesize market, customer, and competitive insights