CRM Strategic Support

POSITION TITLE: CRM Strategic Support & Training Manager

DEPARTMENT: Information Technology

REPORTS TO: Senior Director, DMS Project Management

The Jewish Federations of North America promotes supports and leads 146 Jewish Federations and over 300 smaller communities across North America, who collectively raise and distribute more than $3 billion annually for social welfare, social services, and educational needs. We are one of the top 10 charities on the continent, with a mission to protect and enhance the well-being of Jews worldwide through meaningful contributions to community, Israel, and civil society.

OVERVIEW

The Information Technology department is looking for a strategic, experienced, creative, and entrepreneurial individual to join our team of CRM, customer service, and vision-focused professionals. You will have the opportunity to help define the future of how we support Federations in their CRM and data initiatives, maintaining, troubleshooting, and optimizing their platform usage with an eye towards the future as we build out new technologies that will assist them in achieving their community goals and objectives.

This is a systems-driven role for someone with at least five years of CRM consulting, platform customer support, and technology training experience. This position will be initially responsible for working closely with users to help define gaps and needs, creatively troubleshooting issues, and determining and building out solutions.

The candidate must be adept in data analysis and requirements gathering for sophisticated technology platforms and prepared to participate in the full testing lifecycle, which may include preparing use cases, conducting tests, and interacting with application users to finalize deliverables. This position also assists with a variety of consulting tasks and works on special projects as requested by management.

There will be an opportunity to provide proactive consulting to Federations, initially on Blackbaud CRM, and subsequently working to support and roll out a new platform on Microsoft Dynamics CRM. You will aid the team in reimagining how we deliver sophisticated, modern learning management to provide relevant training and platform/CRM/data educational opportunities on an ongoing basis. Looking towards the future, this position also has the potential to steward additional data warehouse and business intelligence projects related to CRM. We are looking for a team collaborator, but also a self-starter, that can lead strategic initiatives related to both data and technology.

ROLE & RESPONSIBILITIES*

*The role description and responsibilities listed below are not finite and are subject to change.

Support:

• Consult with Federations on best practices for their use of their CRM
• Provide Federations with Tier 1 support for troubleshooting and optimization of CRM functionality and usability, including facilitating resolutions in collaboration with multiple contacts as needed
• Manage and monitor case requests using tracking software, analyzing trends and determining strategic approach to address them
• Follow up with vendors and internal support teams on case status including attendance at regularly scheduled calls with support teams
• Develop expert level knowledge of software applications and configuration to best meet desired results as a JFNA resource
• Optimize use of various technology platforms to assist Federations in achieving goals
• Conduct orientation to CRM Support processes for Federation teams
• Aid the team in vetting and analyzing best practice support solutions and platforms with training, learning, and knowledge management components for a potential new future-oriented solution

Training:

• Spearhead the ideation and execution of an optimized, modern solution for learning management around CRM and related topics in partnership with the CIO and Project Manager
• Build and steward a culture of self-paced learning and self-sufficiency for Federation end users and trainers through creative development and delivery of “quick guides,” “how-to” manuals, modular web-based courses or other effective training and learning deliverables
• Develop and maintain a standardized onboarding program and materials for new Federation database leads and Federation trainers
• Design and lead engaging JFNA Core Build end user training programs for new implementations of Microsoft Dynamics CRM
• Expand and enhance JFNA’s ongoing CRM training program to deliver consistent and tested training materials via varied methods and mediums that maximize the learning of a broad spectrum of users with different goals and levels of interest and comfort
• Analyze trends through CRM Support to identify and facilitate targeted training opportunities including group discussions, lunch and learns, workshops, or asynchronous options using varied and effective techniques and methods
• Analyze efficacy of all training and onboarding programs to effect a continuous loop of optimization

Administrative:

• Under the lead of the Project Manager, work with the Senior Manager, CRM Applications and developers to assist with testing and deploying new developments to ensure alignment and issue resolution across the Collective of CRM Federations
• Coordinate with Senior Manager, CRM Applications, to create templates/scripts for deployment of packages, update deployment schedules, and assist with deploying packages
• Manage rollout & implementation of upgrades and updates
• Add new users to user portals as needed

Other responsibilities:

• Project support including tasks associated with software Go Lives as indicated
• Federation cohort management as assigned by management

QUALIFICATIONS

Education & Experience:

• Bachelor’s degree or equivalent experience
• Working knowledge of and experience with Constituent Relationship Management software, with a preference for prior experience with Microsoft Dynamics (preference given to any experience working with Blackbaud CRM)
• Past training experience, including expertise in crafting engaging, easy to understand materials in a variety of communication formats (written, video, live instruction)
• Knowledge and competency in technical tools needed to produce training materials, including video production and live instruction
• Experience with CRM and/or customer support experience related to a technology platform preferred, coupled with creative troubleshooting skills
• Experience in managing data and administrative processes a must
• Proficiency in analyzing program and content data for optimization purposes
• Outstanding Microsoft Office skills including Excel, Word, Power Point, and Teams; SharePoint and Power Platform knowledge a plus
• Familiarity with leading non-profit technology a plus, including past experience working with Federations and/or Blackbaud CRM

Soft skills:

• Strong, succinct and articulate verbal and written communication skills with customer service competencies
• Strong organizational and detail-oriented data management skills
• Outstanding problem solving, critical thinking, and analytics abilities
• Excellent time management and strong sense of priority
• Fast learner with a self-motivated, self-starter approach to work
• Able to work in a group or independently on projects
• Focused on process improvement and service excellence
• Creative outlook, bringing new ideas and thoughts to the table
• Experience and patience in working with, supporting, and training staff and facilitating relationships and accountability

Equal Opportunity Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identify, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, citizenship status, marital status or any other consideration prohibited by law or contract.