Support Consultant EMEA

About Foundant

At Foundant, we build mission-critical software for the social good ecosystem — helping foundations, grantmakers, nonprofits, and community organizations streamline their work, strengthen relationships, and maximize their impact. We serve the giving community worldwide with a comprehensive suite of solutions spanning grant management, community foundation software, and giving analytics.

We’re a unified company shaped by strong roots across our product portfolio, and we operate with intention and purpose. Our team of ~350 people across six countries is connected by a shared North Star: to be the trusted partner and strategic advisor to the communities we serve.

As a Foundant Support Consultant, EMEA, you are a trusted advisor and problem solver for Foundant clients across the EMEA market. You'll be the first Foundant support team member based in the region, filling the last gap in our global Monday–Friday support coverage for both Giving Data and GLM/SLM. As part of the global Client Support team, you'll partner with colleagues in the US and Australia during time zone overlap to ensure clients always have dependable, fast-moving, expert help available.

Overall, the role of Support Consultant encompasses client relationship building, creative technical problem-solving, and internal team support, all aimed at providing exceptional service to clients and fostering a collaborative and successful work environment within the team.

• As a remote-first workplace, we believe in offering flexibility and the freedom to work where it suits you best, while staying connected through technology. Our global network of talent is supported by physical office hubs and virtual collaboration, fostering a dynamic environment where innovation and growth thrive.
• With office locations in Bozeman, MT, Toronto, Canada, and Dublin, Ireland, you'll be part of a globally connected team. Whether you're working remotely or from one of our office locations, you'll be contributing to a vibrant, collaborative culture focused on driving meaningful impact across the world.

• Directly support the successful resolution of client tickets that come through Foundant's Support channels: chat, phone, and email.
• Develop and maintain a high degree of product knowledge across both Giving Data and GLM/SLM, ramping on Giving Data first before cross-training into GLM/SLM.
• Support the implementation of new Giving Data, GLM/SLM clients as needed, in addition to ongoing support responsiblities, ensuring a smooth transition from onboarding into day-to-day support.
• Handle frontline support tickets that are in Service Level Agreement breach.
• Collaborate with and assist other members of the global Support team, including regular partnership with US and Australia-based colleagues during timezone overlap.
• Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution.
• Strategize and problem solve with team members to ensure that clients have the best possible experience.
• Monitor and assist in the triage of frontline support tickets, ensuring that clients get connected to the resource that best suits their needs.
• As directed, provide internal and external training on selected Foundant software products and their features/functions.
• Conduct and facilitate warm handoffs when needed to ensure the client has the right resource to match their needs.
• Documentation and note taking for relevant client interactions.
• Following up on tasks and projects arising from client interactions.
• Enabler in cross-team and cross-department communication with leadership and other team members.
• Collaborate with the Escalations team to…