Senior Manager, CRM Applications Job at United Way Greater Toronto
Senior Manager, CRM Applications
United Way Greater Toronto is looking for an experienced Senior Manager, CRM Applications to join our team at our Toronto office.
Reporting to the Director, Information Systems and Technology Solutions (ISTS), the Senior Manager, CRM Applications is responsible for managing United Way Greater Toronto’s (UWGT) Salesforce Not for Profit Success Pack (NPSP) instance, including configuration, customization and maintenance.
What you’ll do:
- Under the direction and guidance of the Director, ISTS, develop and implement technical operational work plans relating to Salesforce NPSP based on the product roadmap and emerging business needs
- In consultation with the Digital Product Owner, design, build, test and deploy Salesforce solutions in an Agile sprint-based manner. This will include Salesforce administration relating to user management, security and sharing rules, workflows and code deployment
- Manage the product backlog, ensure that it is up to date, prioritized and reflects agreed business plans and needs
- Provide technical leadership to support Salesforce Administrators in troubleshooting, identifying root causes, providing implementation suggestions, and identifying repetitive tasks
- Lead a team of Salesforce NPSP developers and Business Support Analysts/Administrators and provide coaching and mentoring to obtain a high level of cooperation and contribution consistent with a high-performing team; facilitate knowledge and expertise sharing and communications; promote integration both within the department and across departments
- In partnership with the Digital Product Owner, gather and analyze requirements and develop solutions that meet their needs; document technical workflows and results of analysis; translate business requirements into technical specifications and work with the team to ensure the successful implementation of new features; work with Enterprise Architect/Business Analysts to review impact of recommended solution to integration with other applications/systems
- Manage and coordinate Salesforce NPSP support issues; provide ongoing support and maintenance of Salesforce NPSP, including troubleshooting and problem-solving; provide updates on outstanding support issues to FBMTS Senior Management
- Manage the relationship and vendor performance of Salesforce partners; work with partners to resolve issues ensuring partner is responding within agreed upon service levels
- Conduct user acceptance testing to ensure that new features and enhancements meet business requirements and are user-friendly
- In partnership with the Digital Product Owner, develop training content and user documentation for new Salesforce NPSP functions and/or related business processes
- Stay up to date with the latest developments in Salesforce NPSP and related technologies, and bring forward recommendations to improve efficiency, effectiveness and introduce new capabilities to UWGT
What you’ll need to be successful:
- Bachelor’s degree in Computer Science or a related field or equivalent work-related experience
- Salesforce Certified Administrator, with additional certifications such as Certified Salesforce Advanced Administrator or Certified Salesforce Developer
- More than 5 years and up to and including 10 years’ experience in CRM implementation, administration and support
- More than 3 years and up to and including 5 years’ experience in Salesforce configuration
- Strong knowledge of Salesforce NPSP features and functionalities, as well as a solid understanding of Salesforce's architecture
- Experience integrating Salesforce with different business systems, as well as working with integration tools (ETL, marketing automation, reporting, etc.)
- Experience with and knowledge of information technology related projects combined with a broad background in business concepts
- Strong people manager with proven experience motivating, mentoring and coaching a diverse team
- Ability to plan, coordinate and organize multiple projects concurrently and work across departments to deliver results
- Experience in writing clear system documentation for end users
- Sound knowledge of project management methodologies and tools
- Highly developed analytical skills with ability to conduct research and use independent judgment to problem solve
- Ability to influence, negotiate and manage contentious issues to resolution with multiple stakeholders
- Demonstrated ability to effectively manage, foster and grow constituent relationships
- Proven organizational abilities and the ability to manage competing priorities, work calmly under pressure and meet deadlines
- Proven ability to take initiative and carry projects to completion with minimum supervision
- Excellent teamwork, interpersonal and constituent service skills including the ability to work respectfully and inclusively with a diverse employee population and multiple stakeholders
- Strong communication skills (both written and verbal) including the ability to explain technical information clearly
- Experience managing platforms in the not-for-profit sector is required
- Willingness to actively contribute to the organizational Reconciliation and Equity Plan through participation in learning opportunities and implementing anti-oppressive, and anti-racist learnings into action internally and externally
Does this sound like you? Show us your Local Love. Come and do great work at United Way Greater Toronto!
Please apply no later than
May 5, 2023.
As part of our recruitment process, United Way Greater Toronto offers accommodation for applicants with disabilities. If we contact you about an opportunity, please let us know if you require accommodation.
About United Way Greater Toronto:
As the largest non-government funder of community services in the GTA, United Way Greater Toronto reinforces a crucial community safety net. United Way’s network of agencies and initiatives in neighbourhoods across Peel, Toronto and York Region works to ensure that everyone has access to the programs and services they need to thrive today. Mobilizing the network and other community support, United Way tackles #unignorable issues linked to poverty. United Way’s work is rooted in ground-breaking research, strategic leadership, local advocacy and cross-sectoral partnerships committed to building lasting solutions to the GTA’s greatest challenges.
Learn more about our work at
unitedwaygt.org
.
Diversity & Inclusion:
United Way is committed to creating an inclusive workplace that reflects our diverse community to ensure we’re best equipped to serve it. We encourage candidates from diverse backgrounds and those who may need accommodation to apply to join our team. Our commitment to excellence in diversity goes beyond promoting equity. By incorporating a variety of experiences and perspectives, we create opportunities for innovative solutions and maximize the impact of our work.
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