CRM Jobs - CRM Manager, 29861

at Transportation Alternatives
Location New York, New York
Date Posted September 11, 2020
Category Default
Job Type Full-time

Description

Transportation Alternatives (TA), New York City's advocate for walking, bicycling and public transportation, seeks a CRM Manager to maintain the organization’s Salesforce CRM and related technologies.  Situated within the Communications team of TA, the CRM Manager will report to TA's Senior Director of Marketing & Communications.

Department: Communications
Reports to: Senior Director of Marketing and Communications
Salary Range: ~$60k

POSITION OVERVIEW

TA’s CRM Manager is responsible for the coordination and maintenance of the organization's Salesforce CRM and related technologies.

More than 25 staff members use TA’s CRM to track relationships, engage with constituents, manage gifts and memberships, and report results. In addition to Salesforce, TA uses other tools to manage its advocacy, fundraising, email, social media, event registration, and petitions.

The CRM Manager will be responsible for:

  • Maintaining TA’s Salesforce database and associated technology

  • Training and support of Salesforce users across all departments

  • Training and support on associated technology, including Classy, Pardot, Phone2Action, and others

  • Maintaining business processes related to training, data management, and technology maintenance and enhancement

  • Leading the scoping, research, and onboarding of new tech tools as need arises

  • Maintaining the integrity of TA’s data

The CRM Manager will stay current on new releases and tools, and will provide training to staff as needed. TA users have a range of comfort and familiarity with using Salesforce; it is imperative that the CRM Manager proactively ask the right questions to identify needs and is able to translate “tech speak” into user-friendly language.

SPECIFIC RESPONSIBILITIES OF THE JOB:

Be the in-house expert

  • Keep up-to-date on Salesforce and related technology releases, provide recommendations for systems improvements, and implement new functionalities

  • Manage Salesforce user security settings—licenses, profiles, roles, permissions and groups—across TA

  • Provide helpdesk support for Salesforce users, including login issues, basic functionality, navigation, and analytics support

  • Maintain 3rd party integrations such as Pardot, Classy and Phone2Action; improve and troubleshoot their use and application

Be the technology trainer

  • Work with staff across the organization who use Salesforce, providing training and ad hoc support

  • Provide staff onboarding and ongoing training/ad hoc support for Salesforce and related tools

Create strong internal processes

  • Proactively gather requirements and feedback to meet staff needs and improve the system

  • Work with senior staff to define data policies, procedures and standards; communicate them across the organization; and enforce their compliance

  • Work with key staff to evaluate processes, systems, and related technology on a regular basis to ensure they are meeting TA’s priorities and strategies

  • Systematize current processes—such as building onboarding training templates, building our TA’s internal knowledge base, etc.

Maintain data integrity

  • Develop intuitive reports and dashboards to support monitoring, analysis and action; create customized reports as necessary

  • Prepare reports as necessary and perform monthly reconciliation with finance department

  • Oversee routine data cleaning and data quality checks, including de-duplication, mass updates and uploads, data validation and general cleaning

  • Manage seasonal part-time data-entry employees—direct their work and establish the policies and procedures that they follow

  • Assist with petition and other ad hoc data-entry as needed

JOB REQUIREMENTS

  • Aptitude for technology - demonstrated experience with Salesforce NPSP or similar with database (Oracle, MS SQL Server, etc.)

  • Systems-thinker - demonstrated ability to identify and create processes where none previously existed

  • Skilled communicator - ability to communicate requirements, understand personalities, build consensus, and deliver trainings

  • Strong customer service aptitude– ability to collaborate and build relationships with all departments within TA and identify/manage compromises where needed. Must be able to ensure all departments feel heard

  • Flexible work structure - ability to thrive working both independently and within teams

  • Excellent organization and project management skills - constantly striving to plan and understand the next step. Manage vendors externally and “manage up” internally

  • Desire to work in a mission-driven, non-profit organization.

EDUCATION AND EXPERIENCE

  • Required: 3+ years of experience with Salesforce or similar platforms

  • Required: 3+ years of experience managing websites, third-party applications, and integrations

  • Required: Experience leading user testing and QA processes

  • Exceptional candidates will have experience with advocacy-based SMS technology

  • Exceptional candidates will have experience or familiarity with other CRM systems

  • Exceptional candidates will have Nonprofit experience

  • Exceptional candidates will be strong users of Asana or another team-oriented project management system

TO APPLY:

Please submit resume and cover letter to job_applications[at]transalt[dot]org with “CRM Manager” in the subject line.

This position will be listed until September 25th and we will reach out to qualified candidates after that time.

Transportation Alternatives is committed to workplace diversity and inclusion. We are an equal opportunity employer and do not discriminate on the basis of race, ethnicity, age, religion, gender, gender identity, marital status, sexual orientation, disability, veteran status, political orientation or any other characteristic protected by federal state or local law. We value having diverse staff in gender, ethnicity, background and modal preference. BIPOC and LGBTQIA+ candidates strongly encouraged to apply.