Client Support Specialist - Fund Accounting

About the role

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.

Responsibilities

• Professionally and thoroughly address clients’ software questions via phone calls, chats, and emails, prioritizing those in Service Learning Agreement (SLA) breach.
• Execute day-to-day tasks: answer and solve client questions, collaborate with internal team members to find software solutions, escalate software issues when they arise, and contribute to continued client satisfaction.
• Develop and maintain a high degree of Foundant product knowledge.
• Ensure client handoffs between team members and external parties go smoothly.
• 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 clients have the best possible experience.
• Enable cross‑team communication with leadership and other team members.
• As directed, provide internal and external training on selected Foundant software products and their features/functions.
• Contribute to continuous process improvement within and between all areas of Client Support.
• Work with Support Specialist team to ensure consistent support is available during all support hours.
• Assist with client‑related projects.
• Perform other duties as assigned.

Requirements

• At least one year in client and/or customer service in an IT services company and/or related industry.
• Familiarity with Customer Relationship Management (CRM) software.
• Prior experience in finance or accounting, or demonstrated proficiency with accounting software.
• Exceptional client‑satisfaction‑driven approach.
• Keen attention to detail for accuracy to deliver on internal and external customer requirements with a time‑sensitive approach.
• Excellent verbal and written communication skills.
• Excellent time management skills to handle multiple, concurrent tasks and deadlines.
• Ability to learn new software quickly.
• Experience with embracing change in a high‑growth environment.

Skills

• Proficiency in communicating professionally, clearly, and effectively with clients and the Foundant team, from executives to interns.
• Refine professional skills at a high level that can be translated into any future role.
• Establish expert level proficiency in all Foundant’s software products.
• Determine direction through structured professional growth opportunities within a software company.

Benefits

• Competitive salary and benefits, including tuition and lifestyle reimbursements.
• Bespoke mindfulness and fitness initiatives.
• Flexible PTO policy to manage time supporting personal well‑being and professional success.
• Commitment to professional and personal development.
• Opportunity to collaborate across teams post‑merger, gaining exposure to diverse ideas, expertise, and projects spanning multiple industries.
• Internal mobility to explore new roles, leadership opportunities, or department changes.
• Autonomy and responsibility,