Salesforce Support & Training Specialist

Alvin Ailey Dance Foundation, Inc. (AILEY), one of the world’s premier dance institutions, seeks a Salesforce Support and Training Specialist to join a newly forming CRM Team responsible for managing and stewarding Salesforce as a strategic and tactical CRM system that supports the work of our staff and helps AILEY optimize its reach and extend its impact. 

The Salesforce Support and Training 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 trainings for existing and new users. Through these interactions, the Support and Training 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 necessarily require back-end Salesforce Administration skills. Rather it requires expertise in the range of Salesforce’s front-end capabilities—in other words as a skilled Salesforce user—and in supporting colleagues to use the CRM at a high level of sophistication.

Candidate Profile

The ideal candidate for this role is:

• A skilled user of Salesforce 
• Energized by interpersonal interaction 
• A people person who thrives by building trusted relationships 
• An optimistic problem solver who likes to figure out puzzles and solve challenges 
• Motivated by helping others build their own system skills and capabilities 
• A proactive do-er who takes initiative to spot and fill gaps 
• An advocate and ally for helping solve end user needs 
• Comfortable working in a small, collaborative team environment 
• Very unafraid to get out there and help people, less worried about whether you will know the answers to their questions in advance, but perfectly willing to understand, track down, and learn the answers when you don’t 

This is a role on a highly ambitious team, but it is also a rare opportunity to work in a well-supported environment on a highly functional CRM Team. You will receive extensive support and mentorship from both the CRM Platform Manager as your direct manager as well as from our partners at The Build Tank. More info on this team approach to technology platform management is outlined in this recommended reading: buildtank.com/resourcing-product-team-white-paper

Responsibilities

• Proactively seek out check-ins with users around the organization to understand how they are using the system, identify issues or areas for improvement, assist with support and training, and feed needs and ideas into the CRM Team’s intake funnel 
• 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 assist people needing CRM-related help, in person or virtually, 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 
• Understand existing team 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 
• Bring knowledge of user needs and challenges back to the 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

Minimum Qualifications

• 3+ years of skilled experience using Salesforce in various capacities 
• Ideally detailed experience working in a Salesforce instance built upon the Nonprofit Success Pack (NPSP) 
• Comfort with creating and iterating on reports in Salesforce, and understanding the foundational concepts behind them 
• Experience with and ability to learn a variety of integrated 3rd-party tool sets such as those used for email marketing, donation processing, form capture, etc. 
• Ability to meet deadlines, handle and prioritize multiple simultaneous requests, manage laterally and upwards, all with a professional and courteous attitude 
• Experience working in nonprofit organizations and understanding nonprofit business processes 
• Desire to make your co-workers' lives easier 
• Ability to identify and implement process and policy improvements 
• Strong interpersonal and organizational, and decision making skills 
• Ability, appetite, and willingness to quickly learn and adapt 
• Willingness to work flexible hours, including evenings and weekends as needed

Compensation

$70,000-$80,000

Benefits include health (including EAP services), dental insurance, flexible spending account, 403(b) retirement plan, and commuter benefits.

_{The advertised pay rate is not a promise of a particular wage for any specific employee. The specific compensation offered to a candidate may be dependent on a variety of factors including, but not limited to, the candidate’s experience, education, special licensing or qualifications, and other factors.}

Click on the apply link below and upload a file for each application requirement (accepted formats include .doc, .docx, or .pdf). Please include your name in the file names of each document. Only applicants who submit the following will be considered:

• Resume
• Cover letter detailing your interest in this position

_{Applications will not be considered without these items. No phone calls, please.}

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