Title: Director of CRM/Salesforce
Reports To: Chief Officer, Technology & Digital Strategy
Location: US Based Home Office (Remote)
Status: Full Time; Exempt
Start Date: January 2023
Facing History and Ourselves is a global education non-profit organization that challenges teachers and students to use lessons of history to stand up to bigotry and hate.
We seek a full-time position of Director of CRM (Salesforce) to join our growing Technology team. The Director is responsible for the delivery, support and continuous improvement of the organizations’ constituent relationship management (CRM) services – specifically Salesforce.com (SFDC). This position will build, inspire, and supervise a high-functioning, high-impact, and motivated team of data managers, administrators and contractors.
This role will make day-to-day decisions regarding the implementation, development, support of, and training for SFDC, and proactively prioritize, scope, and plan projects, feature releases, and trainings to support CRM and data services across the organization in alignment with the strategic plan.
Who you are: You are a strong technical leader with previous management and supervision experience, with the ability to build and guide an effective data management organization through mentorship, coaching, and technical and strategic leadership. You possess excellent change management and communication skills, comfort learning quickly, managing ambiguity, and maintaining and celebrating a technology vision that meets our current and future needs.
Specific Responsibilities Include:
Administration & Management of the CRM Services (50%)
- Accountable for the management of the CRM and related apps/services/tools including system updates, complex workflow rules, triggers, and all integration points (including Drupal CMS, Hubspot, Blackthorn, Zapier)
- Manage and execute the CRM/SFDC roadmap, plan and execute CRM/data projects; Supervise CRM enhancements projects ensuring that requirements and KPIs are established and exceeded, on timeline and on budget (or adjusted and professionally communicated and managed)
- Maintain regular relationships with other departments and users to ensure clear and updated understanding of current and future use cases for the CRM and integrations
- Lead and execute strong data practices related to entry/duplicate management/hygiene, security, privacy, and reporting accuracy
- Manage and execute software testing processes for feature releases and updates, manage end-user communication/change management, and rollout of new/custom applications
- Create and support high-quality, accessible, and continuously improving training and professional development resources for technical and non-technical staff
- Develop and create customized reports and dashboards; co-create and enforce QA and QC processes related to data reporting and metrics
- Educate about and enforce adherence to security and privacy policies across all data and CRM practices
Provide Leadership & Strategy (20%)
- Provide and communicate a clear vision and concrete plans for progress on the CRM and technology product roadmaps
- Serve as a subject matter expert for SFDC, connected apps, and integrated tools, including: Form Assembly, Blackthorn (event management), integration with www.facinghistory.org (Drupal 9), Hubspot, Canvas, Domo or similar tools
- Champion and co-develop an org-wide Data Literacy and Governance program to ensure all-staff are educated in data practices ranging from security protocols to data entry to using data to tell impact stories
Supervise Team of Data Professionals (20%)
- Build and manage a team of 3-6 employees and contractors dedicated to CRM/SFDC services that support the organization across departments, including fundraising, program, marketing, finance, HR, operations.
- Mentor and coach staff in stakeholder management and communications, Salesforce Administration and configuration, and management of tasks across complex technology projects
- Write biannual performance reviews, set KPIs for the team and practice regular reviews and model improvement practices, and contribute to Technology-team wide Professional Development and co-learning sessions
Professional Development (10%)
- Maintain proficiency, obtain certifications, and increase expertise in CRM/SFDC and nonprofit technology solutions and use cases by attending trainings, reading industry-relevant resources, attending conferences and more
- Model and nurture Professional Development plan development and knowledge acquisition and knowledge sharing practices for team
- Seek opportunities to submit proposals, join panels, and present our work
In addition, qualified candidates can expect to:
- Engage in special projects and other duties as assigned
- Center principles of equity, inclusion, and belonging in all work, embedding the values in program development, policy application, and organizational practices and processes
- Demonstrate a commitment to the mission of Facing History & Ourselves
- Demonstrate a commitment to diversity using a personal approach that values all individuals and respects differences in regards to race, ethnicity, age, gender identity and expression, sexual orientation, religion, disability and socio-economic circumstance
- Demonstrate a commitment to work collaboratively and respectfully toward resolving obstacles and/or conflicts
Essential Skills and Qualities:
Facing History understands that restrictive job requirements may exclude historically marginalized groups from applying to jobs for which they are qualified. We take an equitable and holistic screening approach. If you feel you have demonstrated experience and expertise relevant to perform this role, please don’t hesitate to apply!
- BA/BS or equivalent
- Relevant work-study, internship, or professional experience, ideally involving project coordination in a nonprofit context
- 5-7 years of Salesforce experience, particularly SFDC NPSP
- Experience with data visualization tools like Periscope, Tableau, PowerBI, RStudio, Google Data Studio, Domo
- Preferred: Project or product management experience, including but not limited to: project documentation and planning practices, and leading projects with staff outside of direct supervisory lines
- Preferred: experience using JIRA and other Atlassian products.
- Preferred: experience with Zapier, Form Assembly, and Hubspot
- Expertise in CRM systems, processes, and tools, specifically Salesforce.com Non-profit Starter Pack (NPSP)
- Excellent communication skills, particularly reiterating and clarifying business cases across diverse stakeholders and the ability to explain complex technical solutions in plain language
- Confidence and experience in developing and driving a strategic vision and executing on a roadmap
- Excellent relationship-based leadership skills, including strategic thinking, analytical reasoning, alignment building, initiative, collaboration, communication, and empathy
- Ability to learn complex business processes and use cases
- Experience hiring and developing high-functioning teams, monitoring and managing team performance, and supporting individual career growth through mentorship, coaching, and feedback
- Excellent judgment and ability to anticipate and quickly prioritize; demonstrated experience taking initiative and being proactive; confident and unflappable.
- Ability to work independently and as a member of a team
- Very strong attention to detail
Benefits Summary: In addition to meaningful and rewarding work, Facing History provides an excellent and competitive compensation and benefits package including medical with a health reimbursement account, dental, vision, life & AD&D, long-term & short-term disability insurance, 403(b) retirement plan with a discretionary organizational contribution, generous paid time off, an employee assistance program, travel assistance plan, pre-tax commuter spending accounts, flexible spending accounts, voluntary Colonial Life group plans, robust wellness programs through Welnys TV, aHealthyMe & weekly virtual yoga and meditation, WellCents 403(b) advisement, and a friendly hybrid work environment.
Facing History values a diverse workforce and an inclusive culture. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, citizenship, disability, veteran status and record of arrest or conviction, or any other characteristic protected by applicable law. We are an Equal Employment Opportunity Employer.
Facing History’s Commitment to Diversity, Equity and Inclusion. At Facing History, we honor and value the uniqueness of each and every human being. Our strength as an organization that provides and distributes educational content and pedagogy to teachers across the globe is directly tied to our diversity of staff, leadership, educators, students, scholars, and volunteers. Our commitment is to treat individuals with dignity and to build and maintain a community of full participation, inclusive of the voices, needs, and contributions of all. As an organization, we are deeply aware of the legacies of injustices that persist in society and in the workplace, and we value and promote diversity, equity, and inclusion in their association with excellence.
Covid Protol at Facing History: At Facing History and Ourselves, we require all employees to be fully vaccinated against COVID-19 including any boosters required to be “up-to-date” per current CDC guidelines. All new employees must provide proof of vaccination on their first day of employment. Requests for medical or religious exemptions should be directed to o