Salesforce CRM Support and Training Specialist

Title: CRM Support and Training Specialist

Reports to: Director, CRM 

Status: Full Time; Exempt

Location: US Based Home Office

Start Date: Immediate 

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 as Salesforce CRM Support and Training Specialist to join our growing Technology team. 

The CRM Specialist is often the first line of support for users of the system, offering highly responsive, readily-available support, as well as organizing and running both formal and informal training for existing and new users. Through these interactions the CRM Specialist stays abreast of user needs in a detailed way, bringing those needs back to the CRM team, QA-ing features and fixes, and overall being a positive and productive presence to help ensure staff are getting ever-increasing satisfaction and value from the organization’s CRM systems. 

Note that this position does not require back-end Salesforce Administration skills – rather it requires expertise in the range of Salesforce’s front-end capabilities, and in supporting colleagues to use the CRM at a high level of sophistication and return value.

You are…:

• A skilled user of Salesforce
• A ‘people person’ who thrives on building trusted relationships
• An optimistic problem solver who likes to figure out puzzles and solve challenges
• Energized by interpersonal interaction
• Motivated by helping others build their own system skills and capabilities
• A proactive do-er who takes the initiative to spot and fill gaps.
• An advocate and ally for helping solve end-user needs

Specific Roles and Responsibilities Include:

Support (40%)

• Monitor and organize incoming requests to help respond quickly and clearly to end users, solve issues quickly and responsively, and understand needs to improve future training and support. 
• Frequently jump on screen share calls with people needing CRM-related help to help the user, and to better understand issues and the larger needs behind them. 
• Help build the skills of users to be able to tackle future issues themselves where appropriate.
• Identify and work closely with ‘super-users’ in various departments to help understand and address support needs.
• Use interactions with users to understand possible support gaps to be filled in the overall user base.

Training (40%)

• Understand existing team processes and training processes, and develop, track, and maintain a formalized training program for new users and users changing roles.
• Create, track, and execute training programs to refresh and enhance system skills for existing users.
• Understand the range of functionality in the CRM and create systems to monitor usage and proactively identify gaps that might need extra training and support.
• Work closely with ‘super-users’ in various departments to help understand and address training needs.

Other (10%)

• Bring knowledge of user needs and challenges back to CRM team to help inform short-term priorities as well as the CRM roadmap.
• Conduct quality assurance (QA) testing on fixes and new features.
• Understand and represent user needs as needed in discussions with the internal CRM team and external experts.

Professional Development (10%)

• Maintain proficiency, obtain helpful certifications, and increase expertise in Salesforce usage and nonprofit technology solutions and use cases by attending trainings, reading industry-relevant resources, attending conferences and more

Community & Commitment

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 regard to race, ethnicity, age, gender identity and expression, sexual orientation, religion, disability and socioeconomic 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!

• 3+ years of skilled experience using Salesforce in various capacities
• Ideally, detailed experience working with Salesforce’s Nonprofit Success Pack (NPSP).
• Comfort with creating and iterating on reports in Salesforce, and understanding the foundational concepts behind them.
• Experience working in nonprofit organizations and understanding nonprofit business processes.
• Ability, appetite, and willingness to learn quickly and adapt.

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.  

Hybrid Work Model (For HQ): Facing History and Ourselves operates in a hybrid work model, allowing staff flexibility in schedules and work locations. This particular position is home-based. Some travel will be required.  

Covid Protocol 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 our Sr. Director, Human Resources.