Salesforce Associate

ORGANIZATION OVERVIEW

An increasing number of Americans – most of whom are women and people of color – are employed in service sector jobs that are marked by low wages, no health care, job insecurity, and lack of training and career advancement opportunities. The SEIU Education & Support Fund tackles these issues  by designing and facilitating worker-centered, relationship-based, and accessible education, training and workforce development programs.  We serve as a strategic partner to the Service Employees International Union (SEIU), and collaborate with other unions, nonprofit organizations, government agencies, and employers to help workers access good jobs and spark positive social change. Throughout our work, we promote a culture of empowerment that honors experience, culture, diversity, and inclusion. 

POSITION SUMMARY

Reporting to the Director of Operations, the Salesforce Associate will contribute significantly to the configuration, customization, maintenance, and support of our Salesforce instance to meet the evolving needs of our organization. This position requires a creative problem-solver with a strong technical background and understanding of nonprofit operations. This position plays a key role in building and implementing our data systems, ensuring that our organization is using Salesforce CRM to best serve its constituents and monitor progress toward programmatic and operational goals. 

The Salesforce Associate will collaborate closely with ESF’s Salesforce Administrator,  Technology Implementation & Support Manager, contracted Salesforce Consulting Partner, ESF directors, and other team members across the organization to align needs and expectations and collect and address feedback related to features, functionality, and user experience.  They will proactively create, maintain, and upgrade system documentation; communicate effectively with users and stakeholders as their needs and our deliverables evolve; and collaboratively support and execute on support and training requests at various levels of complexity. 

The role requires knowledge of effective organizational collaboration, combined with robust understanding of technological platforms and people-centered technical processes. The ideal candidate will demonstrate a commitment to ESF's mission, an ability to communicate technical information in a clear and empowering way to non-technical users, an enthusiasm for identifying and implementing process improvements, and a capacity to learn quickly and independently. 

KEY ROLES AND RESPONSIBILITIES 

Database Administration

• With direction and support from ESF’s Salesforce Admin, configure and customize Salesforce to support organizational workflows, processes, and reporting requirements, including custom objects, fields, page layouts, and automation rules

• Manage all administrative functions, including user account maintenance and other routine tasks

• Manage and respond to support requests, effectively escalating items to the Salesforce Admin and/or Salesforce Consulting Partner when needed

• Ensure successful data imports into Salesforce from multiple sources, including very large datasets that must be cleaned and imported on a monthly basis

• Collaborate with ESF’s Salesforce Consulting Partner and ensure fluid communication between and among our teams

• Develop and maintain reports and dashboards to provide actionable insights into organizational performance, fundraising effectiveness, and program outcomes

• Stay informed about Salesforce releases and updates, evaluate new features and enhancements, and manage the upgrade process to ensure optimal system performance and security

• Implement and maintain security settings and permissions within Salesforce to safeguard sensitive data and ensure compliance with data privacy regulations.

• Identify opportunities for process improvement, system optimization, and automation to enhance organizational effectiveness

User Training & Support

• Support staff across the organization with use of Salesforce and ensure that technological issues are resolved promptly

• Provide training and support to staff on Salesforce functionality, best practices, and usage guidelines to ensure effective adoption and utilization of the platform.

• In collaboration with the Salesforce Administrator, develop and maintain comprehensive documentation of Salesforce configurations, customizations, and processes for reference and training purposes.

• Conduct requirements gathering sessions with relevant teams to learn about their needs and required functionalities prior to the start of a new build

• Conduct User Acceptance Testing and other feedback gathering processes throughout build development to test and refine new builds before launch

• Provide training and support to staff on data entry protocols, best practices, and quality assurance procedures to maintain data integrity standards

KNOWLEDGE/SKILLS/ABILITIES

• Orientation towards inclusion & accessibility: Able to apply DEI principles and practices in everyday actions and decisions; is an empathetic listener who integrates feedback and learnings into future action; knowledgeable about tech equity and accessibility; actions consistently demonstrate strong personal integrity and alignment with ESF’s values

• Learning & problem-solving mindset: Is a quick and independent learner who is comfortable acquiring new technical knowledge, seeking out the information required to answer questions and solve problems, and finding creative solutions

• Organization and adaptability: Able to keep track of and balance many competing priorities and to use independent judgment to adjust priorities flexibly and quickly as new needs arise

• Effective communication & support: Able to clearly and patiently communicate technical information to others who aren’t technical experts, including designing and delivering trainings that increase staff comfort with operations topics and tools

• Customer service orientation: Maintains a positive and approachable attitude, builds positive working relationships with internal and external partners, and finds satisfaction in supporting others to do their best work

• Comfort in the gray: Comfortable working in a high growth environment where needs and priorities are continuously evolving, and can envision and implement solutions and systems to improve organizational effectiveness

• Is able to flex hours to support staff across multiple time zones as needed (generally with notice)

• Ability to travel at least quarterly for in-person team meetings

EXPERIENCE/QUALIFICATIONS

• 2+ years experience with nonprofits, either on a professional or volunteer basis

• 2+ years experience managing tech and/or data systems/CRMs; prior experience with Salesforce administration preferred (this means you have spent time in the Setup menu of Salesforce, ideally on a regular basis)

• Being a Certified Salesforce Associate is a plus, but if you have those skills and haven’t taken the test, we’d still love to hear from you. If you have badges on Trailhead, send us your profile URL!

• Fluency in Excel, including knowledge of Excel formulas, sorting and filtering, and ability to create queries

• Experience and expertise with cleaning large datasets, including deduplication

• Proficiency with other technology tools, including Google Workspace, Slack, Zoom, and Asana

• Experience training and supporting non-technical staff to use new and existing technology tools, systems, and processes

PAY AND BENEFITS

We offer competitive wages and top-notch benefits, including 100 percent employer paid medical, dental, and vision plans for the employee and eligible dependents; a defined benefit pension plan for retirement; paid holidays, sick leave, and personal days; and 4 weeks of vacation. We are a hybrid organization with co-located and remote staff. We provide a home office stipend for employees who telework, and cell phone stipend (or company sponsored cell phone) for all employees.

EQUAL OPPORTUNITY EMPLOYER

SEIU Education and Support Fund is an equal opportunity employer and encourages people from all backgrounds to apply, including persons with disabilities and individuals from historically marginalized identities. SEIU Education and Support Fund celebrates diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills, and to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, veteran status, pregnancy or related condition, or any other basis protected by federal, state, or local law. SEIU Education and Support Fund’s hiring and employment decisions are based solely on a person’s merit and qualifications.