Salesforce CRM Administrator

Washington, District of Columbia, United States | Full-time | COVID-19 remote

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Position Summary:

In the Fall of 2020 The Arc implemented the new Salesforce CRM replacing enterprise-wide systems such as Raiser’s Edge. We are actively seeking a Salesforce Administrator to facilitate and coordinate the ongoing CRM implementation and use. The Salesforce Administrator will work across the organization to manage the maintenance and development of our Salesforce CRM and Marketing Cloud to further our mission of promoting and protecting the human rights of people with intellectual and developmental disabilities. The ideal candidate will have a record of success in improving processes and adoption using the Force.com platform. The Administrator will work closely with teams from across our matrixed organization, to identify, develop and deploy new ways of using Salesforce CRM and related products to support business processes in the areas of fundraising, marketing, grassroots advocacy, and various other programs. This role is part administrator, part business analyst, and part trainer. The Salesforce Administrator will be responsible for a mix of (a) day-to-day configuration, support, maintenance and improvement of our CRM platform and (b) longer-term projects to create or integrate entirely new features, driven by Salesforce.  The organization is early in its adoption of Salesforce.  Currently, a few core business areas are using Salesforce, and we are planning to grow to all teams in the organization, rapidly.  Meaning, the ideal candidate will have a lot of opportunity to shape a high-performing, well-structured, CRM, within an organization that is eager to develop a more data-driven culture.

Job Responsibilities:

  • Serve as the system administrator for the Salesforce.com environment with 25-50 users.
  • Handle all basic administrative functions including user account maintenance, reports and dashboards, automation via Process Builder and Flow Builder and other routine tasks.
  • Complete regular internal system audits and prepare for upgrades.
  • Foresee and plan for storage needs.
  • Manage Salesforce.com data feeds and other integrations.
  • Act as an internal consultant to team leaders to understand their business needs, scope solutions that address those needs, translate the solutions into clearly documented requirements, and configure/develop solutions in Salesforce that will typically require “clicks development”.
  • As needed, coordinate with in-house or external web developers, or other developers, to create integrations with external software or websites, or develop sophisticated features that may require more than “click development”.
  • Co-create and manage transparent, org-wide processes related to user support, training, documentation, and change management.
  • Co-create and manage enterprise data governance policies related to modeling, naming, capturing, accessing, securing, using, archiving, and maintaining the validity, reliability and accuracy of data and metadata. Maintain dashboards and other tools for managing the above.
  • Co-create user adoption goals, measure progress toward those goals, and help create ways to increase user adoption.
  • Assist in training of new users and grow the Salesforce.com skill set across the organization. Primarily, this will involve selecting and guiding users to existing Salesforce-provided training materials.  To a lesser extent, it will involve creating custom materials or addendums to Salesforce-provided training, for some specific custom features of our Salesforce instance.
  • Create and continually update documentation that describes the functions and logic of the CRM, including a data dictionary, process maps, change logs, help text/descriptions, using “Salesforce Knowledge” or other tools.

Skills Required

  • Creative and analytical systems thinker with strong problem-solving skills.
  • Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
  • Must demonstrate ability to communicate effectively at all levels of the organization.
  • Has a natural curiosity about business process owners’ work, goals, and needs, generally—not just within the context of Salesforce. Enjoys having creative discussions with business process owners to explore the pros, cons, and trade-offs of different possible solutions that could meet their needs.  Is comfortable proactively and creatively bringing a deep understanding of Salesforce to such conversations.
  • Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, work collaboratively directly with “internal clients” and manage laterally and upwards.
  • Demonstrated ability to create solutions that meet one individual team’s needs in ways that simultaneously meet the needs of other teams, and the organization holistically. Ability to identify and serve needs that cut across individual teams, which individual teams may not see on their own.
  • Demonstrated ability to troubleshoot issues. Has a natural inclination to investigate problems to identify their root causes.
  • Demonstrated ability to creatively imagine and implement short-term fixes to issues, to enable business processes to run, while determining a long-term fix.
  • Ability to assess the impact of new requirements on Salesforce.com and all upstream and downstream applications, systems and processes.
  • Intermediate-to-advanced for transforming and analyzing data in Excel.
  • Proficiency with MS Access and SQL skills preferred.

Experience Required

  • Experience as a Salesforce.com administrator.
  • Salesforce.com Admin certification required.
  • Proven ability to design and implement new processes and facilitate user adoption.
  • Strong understanding of the affordances and limitations of the Force.com platform, with the ability to build custom apps and objects, formula fields, flows, processes, custom views, and other content of intermediate complexity.
  • Experience identifying and explaining various ways to meet business needs with Salesforce.
  • Strong data management abilities.
  • A documented history of successfully driving projects to completion.
  • Experience supporting users with different levels of comfort using technology.
  • Experience organizing work using ticketing systems and project management tools.
  • A strong understanding of relational database design principles and best practices.
  • Marketing Cloud certification preferred.
  • Experience with Apex preferred.
  • Experience working in a medium or large matrix organization preferred.
  • Experience with nonprofit processes preferred.

How to Apply:

Applications are accepted online only. To apply to this position visit https://thearc.recruiterbox.com/

 

The Arc is an equal opportunity employer and does not discriminate in its selection and employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, protected veteran status, genetic information, age, or other legally protected characteristics.

 

When an applicant with a disability needs an accommodation to have an equal opportunity to compete for a job, they may request it orally or in writing (please visit the contact us page on the web; www.thearc.org).

 

About The Arc:

The Arc is the largest national community-based organization advocating with and for, and serving, people with intellectual and developmental disabilities and their families. We work on behalf of people with disabilities of all ages and varying support needs, including individuals with autism, Down syndrome, Fragile X syndrome, Intellectual Disability, Fetal Alcohol Spectrum Disorder, and various other developmental disabilities.  With more than  600 state and local chapters nationwide, The Arc promotes and protects and protects the human rights of people with  intellectual and developmental disabilities and actively supports their full inclusion and participation in the community throughout their lifetimes.   Our Vision is for people with IDD to be valued members of their communities, with the opportunity to fulfill their full potential and a future that is secure. 

 

State and local chapters of The Arc are engaged in both public policy advocacy and individual advocacy to assist people with IDD to get the services and supports they need.  Our chapters also provide a wide array of services and supports for people with IDD and their families. This varies by chapter and includes but is not limited to: residential, educational, and employment services, personal care, peer support, self-advocacy training, person-centered and future planning, day programs, recreational activities, and other supports that meet the unique needs of people with IDD in each community.