POSITION TITLE: CRM Strategic Support & Training Manager
DEPARTMENT: Information Technology
REPORTS TO: Senior Director, DMS Project Management
The Jewish Federations of North America (“JFNA”) consist of 146 Jewish Federations and dozens of Network communities which collectively raise and distribute more than $3 billion annually to support flourishing Jewish life and the needs of the Jewish people in their home communities and around the world. The Jewish Federation system, among the top 10 charities on the continent, leads the largest network of volunteer and professional leaders who build and sustain Jewish communities that are healthy, safe, caring, welcoming and inclusive, educated and engaged, involved in the broader community, and deeply connected to Israel and the global Jewish people.
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:
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 affect 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 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
COMPENSATION AND BENEFITS:
JFNA offers a comprehensive benefits package (medical, dental, vision, FSA), including a defined contribution plan, generous vacation policy, paid legal and Jewish holidays, life insurance, generous parental leave policies and flexible remote work practices. Our compensation philosophy strives to be externally competitive and internally fair. Additionally, we offer voluntary learning programs throughout the year in subjects of interest to our staff.
Salary range - $60,000 - $70,000.
FEDERATION APPLICANTS:
JFNA is committed to supporting local Jewish Federations and to identifying the best talent for the system. If a current Federation employee is hired for this role, we will work with the local Federation to ensure an appropriate timeline and communications strategy. We welcome initial confidential inquiries to learn more about the role; however, current Federation employees who move to a finalist round of interviews will be asked to communicate with the Federation about their candidacy.
As an Equal Opportunity/Affirmative Action Employer, JFNA celebrates and welcomes people of all identities and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or other applicable legally protected characteristics.
Job Type: Full-time
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- Dental insurance
- Flexible spending account
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Application Question(s):
- Thank you for applying for the position of CRM Strategic Support & Training Manager. Our process begins with the screen questions below. Please answer at your discretion as the expectations are not that you are solutioning, but rather helping to provide us insight into how you approach tasks and problems. It should just take a few minutes.
1. Please tell us about your experience with Constituent Relationship Management software including which products/platforms you've used, as well as with Microsoft tools and apps including any experience with Power BI, Power Automate, Dynamics.
- 2. How do you approach troubleshooting and optimizing CRM functionality and usability for clients? Please provide an example situation.
- 3. Can you give an example of a training program or materials you have developed in the past to help users learn a new technology platform?
Work Location: Remote
