Description:

Title: Technology Success Manager

Key Responsibilities:

Serve as the primary relationship manager and support contact for internal partners for technology onboarding, training, and utilization – 30% of time

• Develop and manage positive and productive working relationships with a portfolio of internal and external partners, leaders and influential voices in the field including consulting partners and vendors.
• Find opportunities and develop plans to increase value for partners within Salesforce and our integrated suite of tools.
• Manage implementation of multiple work streams to achieve team goals for organization-wide engagement and value creation.
• Onboard new and existing staff to Salesforce CRM and other technologies and tools.
• Develop work plans for partner onboarding and engagement and contribute to broad CRM team plans; manage implementation of multiple work plans to deliver on expectations for stakeholder engagement and more broadly for the CRM team.

User Training and Platform Advocacy- 30 % of time

• Develop, manage and roll out user training and onboarding strategy and project plan for CRM and related tools.
• Create and update training materials and documentation to support, coach and partner with users across the organization.
• Conduct training with partners as needed; support training held by other CRM team members to ensure consistency and alignment with partner needs.
• Lead the development and management of internal channels for ongoing platform advocacy and knowledge sharing for users.
• Identify and share new release features relevant to business needs to ensure continuous improvement and maximum benefit for users.

Intake, organize and track ongoing CRM work – 20 % of time

• Lead the implementation of work within the CRM team and with an external Salesforce partner, removing roadblocks and calibrating team assignments to move work forward.
• Responsible for intake, scoping and triage of CRM-related requests; translate business needs from partners into thorough and handoff-ready requirements.
• Oversee testing and quality assurance for new features, enhancements and fixes.
• Serve as a backup for Setup menu configuration and troubleshooting.
• Serve as a backup administrator for Salesforce and related tools to provide user access and configuration.

Team management – 20%

• Lead, motivate and support direct report – Salesforce Administrator, to meet objectives and overcome challenges.
• Act as a guide and mentor; assign and delegate tasks; enable day to day work; provide feedback and guidance for professional development.

Qualifications:

Required:

• 3 – 5 years of Salesforce-related customer success, business analysis or consulting experience preferred but related experience will be considered.
• Previous experience managing employees and/or providing functional guidance.
• Salesforce Certified Administrator credential. Experience working with Salesforce’s Nonprofit Success Pack (NPSP) is a plus.
• Familiarity with 3rd party Salesforce applications and tools.
• Experience implementing Salesforce configuration changes in areas such as Flow, fields, page layouts, record types, dashboards and reports.
• Experience with developing training and user documentation for onboarding and utilization.
• Familiarity with technologies such as Airtable, Form Assembly, Campaign Monitor is a plus.

Plus:

• Good communication, relationship-building skills and a customer-first approach.
• Strong leadership, relationship management and interpersonal skills.
• Ability to meet deadlines, and handle and prioritize multiple simultaneous requests, maintaining a professional and courteous attitude.
• Ability to independently apply critical thinking and problem solving skills to develop solutions to business needs.
• Strong organizational skills, excellent judgment and decision making skills.
• Strong interest in continuing to expand knowledge and skills in the Salesforce ecosystem.
• Ability to provide instruction to audiences of varying technical ability.
• Comfortable working in a small, collaborative team environment.
• Energy and passion for the mission of the organization.
• Focus on making it work – we are looking for team members who are open-minded, who can look at problems from multiple angles, and who have an appetite and patience for getting it right, revisiting, and constantly improving.