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CRM Systems Applications Manager

CRM Systems Applications Manager

National ConstitutionPhiladelphia, PA, US
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Job Description

Job Description

About the National Constitution Center

The National Constitution Center is a nonpartisan nonprofit organization devoted to teaching about the Constitution. Located on Philadelphia’s historic Independence Mall, steps from where the Constitution was drafted and signed, it serves as America’s leading platform for constitutional education and debate, fulfilling its congressional charter “to disseminate information about the U.S. Constitution on a nonpartisan basis in order to increase awareness and understanding of the Constitution among the American people.”

Position Summary

The National Constitution Center (NCC) seeks a CRM Systems Applications Manager to join our team. We are currently undergoing an implementation of a new CRM and affiliated systems across the entire organization, replacing software that currently supports fundraising, guest experience / ticketing, group sales, education, programs, events, communications, and operations. The CRM Systems Applications Manager must be a critical thinker, an experienced problem-solver, and a clear communicator. Candidates must have experience with Salesforce Nonprofit Cloud or Nonprofit Success Pack. They must have in-depth knowledge of the Salesforce data model.

The CRM Systems Applications Manager will play a critical role in the implementation, strategy, execution, and management of Salesforce Nonprofit Cloud and integrated systems in the NCC’s CRM technology ecosystem. This individual will enhance our existing operations, processes, and data systems to increase efficiency across the NCC. This person will manage the NCC’s analytic and reporting needs out of the CRM.

The CRM Systems Applications Manager will be a champion for change in CRM usage at the NCC. This person will be a leader in the NCC’s efforts to make Salesforce Nonprofit Cloud the central source of constituent data across the organization. This individual will help to develop a culture of shared ownership and shared responsibility for constituent management across the organization.

This position is based in Philadelphia with flexible remote work opportunities.

Responsibilities and Duties

Responsibilities include, but are not limited to :

CRM Implementation

  • Play a critical role in the design and implementation of the NCC’s chosen CRM solution, Salesforce Nonprofit Cloud, to address existing business challenges and opportunities.
  • Work closely with all areas of the NCC to evaluate business process workflows that involve Salesforce Nonprofit Cloud and optimize for efficiency, accuracy, and ease of use. Develop new workflows where necessary.
  • Solve complex problems and develop innovative solutions related to Salesforce Nonprofit Cloud and other customer-management platforms utilized by the NCC, including reports, dashboards, program and event management, reconciliations, and other business processes.
  • Collaborate with NCC staff to implement and manage system integrations between Salesforce Nonprofit Cloud and other systems while maintaining the confidentiality, integrity, and security of the CRM system. Integrated systems will include ACME Ticketing, Salesforce Marketing Cloud, and Delphi Sales and Catering from Amadeus.

CRM System Management and Optimization

  • Perform ongoing system configuration and management of Nonprofit Cloud and integrated systems.
  • Perform data maintenance and data cleansing activities on a regular basis.
  • Manage setup and framework of programs and events for which online registration takes place in the CRM.
  • Ensure all work and solutions conform to data security and relevant compliance standards, protecting sensitive information.
  • Maintain CRM user security to ensure users have the access they need for their roles.
  • Perform analysis, administration, troubleshooting, testing, software and data environment refreshes, and other general systems maintenance on an ongoing basis.
  • Oversee relationships with related vendors and hosting providers, enforcing service level agreements and support expectations.

    • Data Analysis and Reporting

  • Support the NCC’s reporting and analysis needs.
  • Develop ad-hoc and custom queries and reports for operational reporting.
  • Explore and analyze CRM data to determine trends and build visually compelling dashboards to provide strategic analysis to senior management.

    • Cross-functional Collaboration and Training

  • Provide support to users and assist them in resolving technical CRM issues and escalate with appropriate vendor as needed.
  • Stay knowledgeable of and provide technical leadership on best practices to use CRM systems and functionality most effectively.
  • Liaise with staff to plan, test, deploy, and support new CRM functions and related tools, working together to enhance technology solutions. Keep up to date with upcoming changes to Salesforce Nonprofit Cloud and how they will impact the NCC.
  • Train NCC users on system capabilities so they can use the CRM effectively and develop appropriate onboarding plans for new hires.
  • Lead the internal CRM power user group, with representatives from each functional area.
  • Participate actively in the data governance team.

    • Skills

  • Deep understanding of Salesforce Nonprofit Cloud architecture, processes, product, and best practices.
  • Thorough knowledge of custom fields, validation rules, workflow rules, and process flows in Salesforce Nonprofit Cloud
  • Excellent communication skills, with proven track record working in a dynamic and collaborative team environment. Must be able to effectively convey complex information to others and take steps to ensure understanding.
  • Strong project management skills; experience working closely with project managers and team leads on large and complex projects as well as various consultants and vendors.
  • Excellent organizational skills
  • Advanced analytical skills in data mining and analysis. Experience with Excel, PowerBI, Tableau, or other analytical tools a plus.
  • Excellent follow-through and attention to detail, with the ability to prioritize and handle simultaneous assignments while adapting to changing deadlines, priorities, and workflow with success and accuracy.
  • Self-motivated; takes initiative to begin and complete projects but appreciates a highly collaborative work style.

    • Qualifications

  • Bachelor’s Degree
  • Minimum of 5 years of experience working with Salesforce CRM, with demonstrated growth in system administration / management responsibilities; 2 to 3 years of experience with Nonprofit Cloud or Nonprofit Success Pack.
  • Salesforce Administrator certification; additional Salesforce certifications desirable.
  • 2 to 5 years of experience in the nonprofit industry.
  • Experience integrating Salesforce with other third-party applications.
  • Experience with integration platforms (e.g., MuleSoft, Zapier, Custom APIs).
  • Understanding of Apex, Salesforce's programming language is desirable.
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    Application Manager • Philadelphia, PA, US