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Director CRM


Job Description

YAI is a network of agencies offering people with intellectual and developmental disabilities a comprehensive range of services across all ages. YAI empowers people with disabilities to reach their goals every day. Our passionate staff of over 4,000 professionals believes that everyone has a fundamental right to live, love, work, and learn. If you share our vision and want to help support people to live the fullest lives possible, YAI will be the right place for you.

The Director – CRM will lead the ongoing development of our salesforce.com environment running the Nonprofit Success Pack (NPSP). The successful candidate will have a record of success of improving processes and adoption using the Force.com platform.

The Director – CRM will work closely with functional leaders, organizational units, and subject matter experts to identify develop and deploy new business processes including: Fundraising, Communications, Intake, Information & Referral, Family Support Contracts, and our core program business processes.

This role is part technical project manager, part administrator, and part Salesforce.com analyst. The Director – CRM will be responsible for executing on the day-to-day configuration, support, maintenance and improvement of our CRM platform.


Key Duties & Responsibilities

  • Serve as primary system administrator for the Salesforce.com environment with 60 users and growing
  • Handle all administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks
  • Implement organizational data governance plan for all CRM data points, in coordination with business units
  • Manage data access in accordance with data governance plan using profiles, permission sets, and roles
  • Complete regular internal system audits and prepare for upgrades
  • Manage de-duplication strategies for new records (manually entered and API entered) and for existing records
  • Manage Salesforce.com data feeds and other 3rd party integrations including, Classy, Wealth Engine, Apsona, and Form Assembly
  • Coordinate the evaluation, scope, and completion of new development requests.
  • Conduct, assess and implement NCOA based data into CRM
  • Management of direct mail and electronic outreach campaigns including audience segmentation and direct mail format
  • Work with management to establish suitable processes to support administrative, development, and change management activities
  • Assist in training of new users, and grow the Salesforce.com skill set across the organization
  • Effectively act as the liaison between our users, vendors and the application development teams
  • Work independently with members of the user community to define and document development requirements
  • Participate in architecture discussions, regularly propose and discuss solutions to system and product changes
  • Research, implement and manage 3rd party implementations that extend the value of the platform
  • Contribute to a culture of collaboration and inclusion across all disciplines


Skills Required

  • Strong Microsoft Excel Skills
  • Data Migration into NPSP data model
  • Excellent project management skills and a positive attitude
  • Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
  • Creative and analytical thinker with strong problem-solving skills
  • Must demonstrate exceptional verbal and written communication skills
  • Must demonstrate the ability to communicate effectively at all levels of the organization
  • Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into a detailed implementation plan
  • Ability to assess the impact of new requirements on Salesforce.com and all upstream and downstream applications, systems and processes in the context of data governance plan


Experience Required

  • Minimum three years of experience as a Salesforce.com administrator
  • Holding current Salesforce Administrator or Salesforce Platform App Builder certification
  • Proven ability to design and implement new processes and facilitate user adoption
  • Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity
  • Strong understanding of Salesforce.com best practices and functionality
  • Automation Management (Validation, Workflow Rules, Process Builders, Flows)
  • A documented history of successfully driving projects to completion
  • A demonstrated ability to understand and articulate complex requirements
  • Thorough understanding of the NPSP data model
  • Management of Fundraising Activities Utilizing NPS:
    • Donations
    • GAU’s
    • Campaigns (Campaign Hierarchies)
    • Acknowledgment Letters
    • Moves Management (Levels & Engagement Plans)
    • Reports & Dashboards
  • Data Governance
    • Data Optimization and integrity
    • Data De-duping Strategies
  • 3rd party Applications
    • Data Loader
    • Microsoft Excel (Expertise) Pivot Tables…
    • Classy
    • Demand Tools
    • Apsona
    • SMS Magic
  • Completed Trainings on Trailhead (Link to profile)


Preferred Experience

  • Salesforce Certifications
    • The Salesforce Advanced Administrator certification
    • The Salesforce Platform Developer I
    • Any of the Marketing certifications (Pardot or Marketing Cloud)
    • Sales Cloud, Service Cloud
  • Familiarity with an Integration Platform:
    • Dell Boomi, Workato, Zapier, Informatica, Jitterbit, etc…
  • Experience with Workday
  • Familiarity with Salesforce Programmatic Development Languages:
    • Apex
    • Visual Force
    • SOQL
  • Experience with Volunteers for Salesforce Application
  • Familiarity with Drupal


How To Apply

Click here to apply.



New York
New York
Health/Human Services
No information provided.
Posted on:
January 9, 2019

How to Apply