Senior Salesforce CRM Lead + Technical Business Analyst

PLEASE NOTE This is an update to the job description for the Senior Technical CRM Lead / Business Analyst role at the IRC. Candidates who have applied for this role already are in consideration. IF you have applied to this role and, upon seeing the updates to the job description below, decide it in your best interest to update your resume and cover letter, we will happily review your new submission without prejudice. The response has been strong and impressive. Please note the increased attention below to the needs of a candidate who is particularly savvy in not only administering Salesforce, but also involved in its development. Thank you for your interest!

“Any intelligent fool can make things bigger, more complex, and more violent. It takes a touch of genius – and a lot of courage – to move in the opposite direction." -Albert Einstein

Background / IRC Summary:

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in over 40 countries and in 22 US cities, the IRC restores safety, dignity and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home.

The IRC has defined a new strategic mission and vision, along with initiatives and key processes that will deliver to the strategic objectives. The Strategy Unit will be responsible for actively supporting the planning and execution of those initiatives by the relevant organizational owners, including project management and governance support. The Strategy Unit will also provide problem-solving support to the organization, by supporting particular initiatives or removing barriers that emerge during implementation.

Job Overview / Summary

The Senior Salesforce CRM Lead + Technical Business Analyst (SSL+TBA) is a big role with management requirements, generous exposure to key members of the IRC management team in addition to considerable access within the IRC’s development and outreach. This role reports into and works closely with the Senior Director, Business Operations, works closely with colleagues throughout the Revenue Department, will be a reliable and heavy advisor to multiple departments about the workings of Salesforce in its current release, and as it continues to evolve and develop and liaises with staff in many IRC departments on issues as they relate to constituent data.

The SSL+TBA advances the goals of the Revenue Department by ensuring that the IRC’s Customer Relationship Management (CRM) database effectively meets the information needs of the department.

The person in this role will be managing the IRC’s Salesforce Administrator / Developer.

The responsibilities of this position are vast! They include overseeing administration and management of IRC’s constituent databases, cross-platform integration and systems, development and management of a broad variety of reporting tools, and software trainings.

Drawing on analytical skills, critical thinking, and creativity, the SSL+TBA will work directly with a wide range of key stakeholders and staff to translate business requirements into sophisticated systems and reporting solutions.

Finally, the SSL+TBA also manages relationships with third-party database and systems providers and coordinates closely with the IRC’s IT department on issues relating to database administration, user services support and training, security, systems delivery, data stewardship, and overall enterprise architecture.

Job Function & Responsibilities

Job functions include, yet are not limited to:

• Oversee administration and management of the department’s primary constituent databases (Salesforce / RoundCause), including system administration, system integration, documenting data management and reporting procedures, and performing software upgrades;
• Serve as the lead on all major CRM-related enhancements and development work;
• Work with the CRM Project Manager in planning and execution of project activities, including
  • Project planning
  • Risk and issue management
  • Identifying and resolving dependencies
  • Stakeholder engagement
  • Support handoff
• Support users in designing reports, dashboards, and custom workflows, using both Salesforce and SQL/Business Intelligence tools;
• Keep abreast of tactical and strategic changes to Salesforce and the CRM application and ensure that the IRC is well-placed to leverage opportunities from new releases;
• Systematically review existing processes with the vision to introducing new or improved processes that lead to increased efficiency and accuracy in reporting and data analysis; and develop and lead projects to improve the quality and cost-effectiveness of data management;
• Work proactively as well as with managerial staff and end-users to develop effective and accessible business intelligence solutions which could include designing and maintaining a wide variety of reports on donors and gifts, effectiveness of marketing efforts, return on investment (ROI) and trend analysis, and other strategic reports;
• Work productively with vendors on solution design, issue resolution, quality assurance and hand-off to support;
• Respond to ad hoc data requests for operational reports, including generating complex queries and exports for mailing lists, and performing updates, enhancements and fixes for existing systems;
• Serve as the lead software trainer for Revenue and US Programs staff, both in individual and group settings, and provide significant levels of ongoing support to all database users;
• Write technical documentation for existing and proposed systems (e.g., requirements, specifications, user manuals and how-to guides); analyze and document complex business processes;
• Lead and/or participate in special projects as requested by the Senior Director of Business Operations.

Job Requirements
Successful candidates will most closely meet the following requirements:

Minimum Requirements

• Bachelor’s degree with an information systems, computer programming, or data analysis focus, or an equivalent combination of qualifications and extensive applicable experience;
• A minimum of 10 years professional work experience, including at least 6-7 years of work with complex CRM/relational databases (non-profit experience a plus);
• Advanced proficiency with Salesforce.com or other comparable CRM/fundraising software platforms, including a deep understanding of key CRM architectural concepts, and how they influence design decisions and the development approach;
• One or more Salesforce.com (SFDC) Certifications, especially Advanced Certifications – including (Advanced) Administrator, (Advanced) Developer, Sales Cloud, Service Cloud, and Technical Architect;
• Experience managing core information systems delivery and support at a global organization across a range of user capabilities and needs;
• Experience coordinating vendor and internal teams to deliver the full project lifecycle – from design through to implementation – for large-scale cross-functional projects;
• Energetic, self-motivated candidate with high productivity, creative problem solving skills, and the ability to multitask, prioritize, and manage multiple projects with competing deadlines;
• Proficiency with SQL, SOQL, VisualForce and Excel for data manipulation and complex custom reports;
• Highly-developed people skills with a focus on mentoring and providing strong leadership to team members; specific supervisory experience;
• Excellent communication and interpersonal skills, including ability to build and maintain positive working relationships with team members, internal customers, high-level staff and external vendors, strong customer service orientation, good writing skills, ability to communicate technical issues to non-technical audiences.

Preferred Additional Qualifications

• Experience with web services or application programming interfaces is a great plus;
• Experience with web-based content management systems (CMS), Drupal, HTML, Javascript, CSS, website analytics tools, and email and mobile marketing solutions (e.g. Silverpop, etc.);
• Experience with one-on-one and group training presentations;
• Demonstrated aptitude for analyzing and interpreting data;
• Experience with project management (especially with enterprise software systems) and developing and implementing business processes and procedures;
• Knowledge of fundraising and donor relations concepts; knowledge of gift processing procedures, bookkeeping, and IRS rules and regulations regarding charitable gifts;
• Experience in implementing fundraising applications for non-profit organizations;
• Experience with Content Management Systems;
• Experience in implementing business intelligence and data warehouse solutions;
• Experience in working effectively within an Agile delivery model.

Key Working Relationships

Position reports to: Senior Director, Business Operations (Revenue department)
Position directly supervises: IRC’s Internal Salesforce Administrator / Developer

Other Internal and/or External Contacts Will Include
Internal:

• Strategy & Innovation department members
• International Programs department members
• US Programs department members
• Objective & Initiative Owners
• Senior stakeholders
• Strategy Unit team members

External:

• Various Suppliers, Vendors, Project Managers

Working Environment

• The position will work in the New York City Headquarters location and is expected to be on-site.
• Standard office work environment

To Apply

To apply for this position, please submit your resume along with a brief *cover letter. In your cover letter please include the following 4 points:

1. Your current salary & your salary requirements / salary expectations
2. Your experience as it directly relates to the requirements listed in this job’s description
3. Which company / which role(s) on your resume in which you have used Salesforce
4. Why you want to work for the IRC

*Those candidates who provide the requested cover letter will be given priority.

Please apply through our website at www.Rescue.org, and let us know where you found our post!