Primary Job Duties and Responsibilities

• Assist in developing and executing product vision and strategy.
• Use data to validate product roadmap needs and priorities.
• Serve as primary system administrator for the Salesforce environment with 300 users.
• Bridge the gap between IT and the business using data to assess processes, determine requirements, and deliver data-driven recommendations and reports to executives and stakeholders.
• Consult with end-users to analyze and understand user needs, objectives, desired features, and input and output requirements.
• Engage with business leaders and users to understand how data-driven changes to processes, products, services, software, and hardware can improve efficiencies and add value. They must articulate and balance those ideas against what's technologically, financially feasible, and functionally reasonable.
• Ensure Salesforce configuration supports business requirements.
• Own the product backlog and monitor the utilization of released functionality.
• Drive system enhancement efforts to completion by gathering and assessing user requirements with stakeholders and providing configuration, development, and application support to the teams, enabling enhanced productivity, reporting capabilities, and collaboration.
• Set realistic deadlines and manage key milestones of the product or service.
• Work closely with cross-functional partners and end-users to ensure a high platform adoption rate.
• Support CRM development cycles from conceptualization to implementation.
• Partner with all leaders on implementation, processes, and problem-solving.
• Collaborate with the Training team by providing subject matter expertise.
• Support customizations and configurations (Formulas, Workflows, Approval Processes, Custom objects and fields, Sharing rules, Page layouts, Record types, Permission Sets, Reports, and Dashboards).
• Create and maintain documentation on processes, policies, application configuration, and help-related materials for users.
• Act as a conduit for feedback, ensuring the continuous improvement of all technology systems to provide a great end-user experience.
• Communicate status and progress to key stakeholders.

Competencies, Skills, and Behaviors

• Believes in and practices the mission and goals of the organization
• Ability to work as a positive team leader, facilitating a team environment through personal behavior, work contributions, and sharing experience and knowledge
• Effective interpersonal skills under all conditions, exhibiting a supportive, positive approach
• High personal initiative with good planning and organizational skills
• Superior attention to detail and excellent organizational, time-management, and project-management skills with the ability to prioritize, multi-task, and work independently as well as collaboratively as a member of a team
• Demonstrated ability to establish and execute defined goals and objectives and ensure compliance with measured performance
• Demonstrated ability to translate user's needs to actual software workflow
• Good understanding of technical equipment and software packages
• Experience with software testing, writing test cases, user stories, and bug reporting/validation
• Ability to simultaneously organize and manage multiple priorities in a fast-paced, deadline-driven environment
• Excellent verbal and written communication skills, outstanding negotiation skills, and professional composure under pressure
• Strong judgment, analytic reasoning, critical thinking, and problem-solving skills
• Facilitates the development of new ideas and methods for technology enhancements and adjusts and adapts to changes
• Ability to be energetic and resilient and maintain a sense of humor when personal resources are challenged
• Significant experience with cloud-based technologies like Office 365, inContact, and Salesforce is required
• Demonstrated ability to translate user's needs to business requirements
• General understanding of how systems, products, and tools work
• Gather, analyze, document, and validate client needs
• Experience managing a project from inception to completion
• Ability to both take direction and independently problem-solve when needed
• Ability to see the big picture and question assumptions of the current process
• Vision to see what is necessary to scale the business and achieve goals
• Previous experience working in social services or a nonprofit is required

Working Conditions

· Work is performed in an office environment and requires operating standard office equipment and keyboards.

Desired Knowledge, Education, and Experience

• Minimum 5-7 years of experience in a related position
• A university degree in a related field of study is considered an asset, though an equivalent combination of experience will be considered
• Salesforce Certification is preferred