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CRM Support Specialist, Information Technology

Position Overview

The position’s primary responsibilities are the administration and maintenance of the UN Foundation’s CRM platforms, including Salesforce and EveryAction.   The staff member provides support, training, and access for Foundation staff in each system as needed. This role must also leverage expertise in each platform to provide strategic support for teams on managing data using the systems and creating best practices. The CRM Support Specialist often acts as a liaison among UNF teams and supports stakeholders across a wide variety of background and expertise.

Essential Functions

  • Database Integration and Data Sharing:
    • Support migration of data among main UNF systems by performing manual data transfers and monitoring automatic integrations.
  • Reporting and Analysis:
    • Assist in thought process and creation of preemptive reports.
    • Act as internal consultant on long-term reporting and analysis strategies.
    • Consult on basic data visualizations for campaigns and teams.
    • Assist in the research and implementation of new reporting and data visualization tools.
  • Customer Service:
    • Provide helpdesk support to Foundation staff and troubleshoot issues to ensure all databases are performing properly.
  • Platform Training and Best Practices Support:
    • Provide individual and new hire training related to the functions in all databases on a regular basis.
    • Offer support regarding best practices and use of each system related to specific campaign projects.
    • Consult with UNF teams on best practices and uses for specific vendor platforms directly related to platforms and systems.
    • Assist in creating and maintaining proper documentation, procedures, and policies for all platforms to ensure data integrity.
    • Assist in establishing a security and data model that is in line with UNF’s current audit regulations.
    • Act as point of contact for third-party technical vendors.
  • Database Maintenance:
    • Perform manual record updates and deduplication in all databases.
    • Execute regular quality assurance checks for all systems.
    • Facilitate regular platform updates and configuration changes.
  • Database Administration:
    • Create and manage user accounts for Foundation staff. 
    • Monitor integration between online marketing database and database of record and act as a liaison between program teams and Finance regarding financial structures.
    • Support the implementation and management of third-party applications.
    • Develop, manage, and implement imports, exports, and global updates in all databases.
    • Assist in creating, updating, and implementing business processes related to each system.
    • Review departmental procedures and policies routinely and suggest amendments as needed.
  • Administration and Development Training:
    • Participate in available platform and other training to keep up with advancing technologies.

Selection Criteria

  • Bachelor’s degree in related field or equivalent experience in data services, cloud-based platforms.
  • Three to five years of experience using cloud-based CRM platforms.
  • Familiarity using Microsoft Office applications including Word and Excel.
  • Exposure to online marketing/ email platforms preferred.
  • Exposure to HTML code and concepts preferred, but not required.
  • Excellent interpersonal and communication skills and the ability to explain highly technical concepts and processes clearly to non-technical clients.
  • Excellent attention to detail and ability to meet deadlines.
  • Ability to manage multiple complex tasks and/or projects simultaneously while addressing the needs of the office.
  • Customer service focused with demonstrated ability to work collaboratively with a diverse constituency, and with the ability to inspire confidence and respect among clients.
  • Ability to work effectively as a team leader as well as independently.
  • Ability to meet regular attendance/tardiness policy.
  • Ability to work under pressure and handle stress.

Benefits & Compensation 

For full-time, benefit eligible employees, UNF offers an excellent range of benefits, including:

  • a choice between two health plans through UnitedHealthcare (PPO or HDHP with HSA)
  • dental insurance
  • vision insurance
  • flexible spending accounts
  • 403b retirement savings plan with a generous matching contribution
  • group term and supplemental life insurance
  • short-term disability
  • long-term disability
  • health club discounts
  • commuter subsidy
  • back-up care
  • employee assistance program

Additionally, all benefit eligible employees have 12 paid holidays, 20 vacation days, 10 sick days, 3 personal days, and 8 weeks of family leave care.

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