Foundant Technologies

• Establish yourself as a trusted, strategic advisor to clients • Manage and nurture a portfolio of clients, guiding them through the full customer journey • Proactively monitor and improve client health, leveraging tools like Gainsight • Design, deliver, and support scalable client engagement and education • Serve as the voice of the customer internally, collaborating with Product, Support, Sales, Marketing, and Leadership • Support client growth and continuity, building relationships with new administrators • Drive cross-functional collaboration, coordinating with internal teams

• Establish yourself as a trusted, strategic advisor to clients • Manage and nurture a portfolio of clients, guiding them through the full customer journey • Proactively monitor and improve client health using tools like Gainsight • Design, deliver, and support scalable client engagement and education • Serve as the voice of the customer internally, collaborating with various departments • Support client growth and continuity, building relationships with new administrators • Drive cross-functional collaboration coordinating with internal teams • Maintain deep expertise in Foundant products and best practices

• Own the SmartSimple RFS pipeline in Salesforce • Create and configure Rocketlane projects for new engagements • Produce weekly pipeline status reports for leadership • Monitor multi-week gaps in stage transitions • Route estimates and order forms to clients for review and signature • Coordinate with success managers on discount approvals • Schedule kickoff calls, scoping sessions, and check-in meetings • Serve as the first point of contact for scheduling and administrative questions

• Own the relationships with all active and prospective partners across GivingData, CommunitySuite, GLM, and SLM • Serve as the primary point of contact for all active partners • Conduct discovery conversations with potential partners to understand their expertise, client base, and strategic goals • Track and report on partner-sourced pipeline and closed deals • Design customized training plans for each partner based on their focus area and product line • Identify, vet, and onboard individual contractors with implementation expertise across GivingData, CommunitySuite, GLM, and SLM • Collect client satisfaction feedback and case studies from completed partner-led engagements • Maintain a documented partner registry with partner profiles, focus areas, and engagement history

• Configure systems from end-to-end under the direction of a project lead • Troubleshoot errors and perform quality assurance testing • Participate in functionality delivery sessions with clients • Assist with business requirements gathering and implementation sessions • Conduct technical investigations and initial troubleshooting of client issues • Enable successful go-lives acting as the first line of QA before UAT • Assist in performing integrated system testing for new features • Support the Help desk as needed to resolve complex system tickets • Other duties as assigned

• Act as a trusted technical advisor to assigned enterprise accounts, developing a comprehensive understanding of their business objectives, technical architecture, and implementation roadmap. • Anticipate potential challenges by monitoring system health, analyzing usage patterns, and conducting regular technical reviews. • Lead troubleshooting efforts for sophisticated implementation issues. • Provide architectural guidance and technical recommendations during critical phases of client implementations. • Elevate the technical capabilities of client teams through tailored training, documentation, and hands-on guidance. • Serve as the voice of the customer internally, synthesizing technical feedback and feature requests from your accounts.

• Establish yourself as a trusted, strategic advisor to clients • Manage and nurture a portfolio of clients • Proactively monitor and improve client health • Design, deliver, and support scalable client engagement and education • Serve as the voice of the customer internally • Support client growth and continuity • Drive cross-functional collaboration • Maintain deep expertise in Foundant products and best practices

• Serve as a pivotal leadership role focused on executing client implementations and fostering strong relationships • Oversee and prioritize tasks for the client services team, with a focus on clients adopting Foundant's CommunitySuite product • Manage client onboarding projects in collaboration with various Client Delivery roles • Build and maintain relationships with key client stakeholders to ensure their goals are met while delivering exceptional customer satisfaction • Adapt engagement depth and project management approach based on varying project sizes and client needs • Lead by example and act as a servant leader • Engage in pre-sales processes to support and manage client onboarding expectations and commitments • Facilitate a smooth client transition from the Sales Team, ensuring continuity of strong relationships and thorough knowledge transfer from Sales to Client Services • Cultivate strong and productive relationships with key client contacts, internal team members, and potentially third-party resources where applicable • Develop, maintain, and update project management documents and systems to support efficient implementation progress • Build plans with clear milestones, communicate team roles and responsibilities, and hold customers and internal partners accountable to achieving those objectives • Coordinate requirements gathering efforts, consulting with Product Management, Implementation Team members, and clients • Maintain active engagement throughout projects, fostering team commitment to results while addressing concerns and facilitating issue resolution to reduce escalations • Advocate for process improvements and actionable plans to enhance client satisfaction, optimizing internal and external experiences • Monitor client progress and sentiment, leveraging Foundant systems to document accurately and in a timely manner • Acquire foundational knowledge of Foundant product offerings to address client inquiries and provide resolutions independently • Perform other duties as assigned

• Lead Implementation Strategy: Define and execute the implementation strategy for our client portfolio, balancing personalized service with scalable efficiency • Establish implementation methodologies, playbooks, and best practices that drive consistency and quality • Set team goals, KPIs, and success metrics that align with broader business objectives • Identify opportunities to improve implementation efficiency, reduce time-to-value, and increase client satisfaction • Drive Operational Excellence: Oversee project planning, resource allocation, and capacity management across all implementations • Monitor project health, timelines, and deliverables to ensure on-time, on-budget completion • Implement tools, systems, and processes that enable the team to scale effectively • Analyze implementation data to identify trends, bottlenecks, and improvement opportunities • Manage escalations and remove blockers to keep projects moving forward • Build and Develop Your Team: Recruit, hire, and onboard top implementation talent • Coach and mentor implementation managers and specialists, fostering professional growth • Establish clear performance expectations and provide regular feedback • Create a collaborative, accountable team culture focused on client success • Develop career paths and growth opportunities for team members • Ensure Outstanding Client Experiences: Own the client experience from contract signature through successful go-live and handoff • Build strong relationships with clients during the critical onboarding phase • Gather and act on client feedback to continuously improve the implementation experience • Partner with Sales to set realistic expectations and ensure smooth transitions • Collaborate with Customer Success to establish clear handoff criteria and health indicators • Partner Cross-Functionally: Work with Product to communicate client needs, implementation challenges, and feature requests • Align with Sales on scoping, timeline commitments, and implementation packages • Partner with Customer Support to resolve client issues during implementation • Collaborate with Marketing on case studies and reference-able implementations

• Provide exceptional customer support to end users • Help customers resolve day-to-day challenges by delivering innovative and scalable resolutions • Respond to email, online, and telephone client support requests • Troubleshoot, triage, and resolve customer support issues; providing concise details to internal teams and to the customer • Analyze each issue for root cause, determining if the issue could have been prevented by changes in software or business processes, and escalate to subject matter experts with recommendations • Capture details of support requests in ticketing system powered by Zendesk • Ensure client support tickets are resolved in a fast and professional manner and comply to the agreed Service Level Agreements • Facilitate relationships across various customer teams, internal teams, and departments to further strengthen customer partnerships • Help test fixes provided by the Development team and incorporate them into client systems • Advocate new platform features and assist clients in the adoption of new products via upgrades and configuration changes