DescriptionPosition Title: Lead, CRM Administration and Ecosystem
Position Classification: Regular; Exempt; Full-Time; 40 hours/Week
Reports to: Senior Lead, CRM Product Ecosystem
Location: Employees in this role can work from our Boston, MA office, remotely within the U.S. or hybrid of these two options
Please note that we do not sponsor U.S. work authorization for this role. Candidates must be able to legally work in the U.S. without visa sponsorship.
Position Overview The Lead, CRM Administration and Ecosystem is responsible for the system administration, governance and optimization of PIH's CRM ecosystem in an enterprise nonprofit environment. This role owns the technical configuration and integration of a range of tools including the Salesforce Nonprofit Success Pack (NPSP), HubSpot, Blackthorn Events, Fundraise Up, and many other managed packages and application integrations with significant customization. The Lead, CRM Administration and Ecosystem supervises and grows the abilities of a junior administrator as well as oversees and validates the technical work of external consultants. This role plays a key role in system governance, release management and user adoption, ensuring that system changes are properly tested before deployment and any emergent issues are quickly resolved. Leading the delivery of all technical changes in our CRM ecosystem and all platform integrations, the Lead must demonstrate a high level of technical proficiency and expertise in CRM ecosystem tools and will work closely with the CRM team and business stakeholders to design and develop scalable custom solutions and integrations using agile project management methodology.
Responsibilities: - Administer and maintain PIH's CRM ecosystem in an enterprise environment, leading advanced configuration and integration of Salesforce, HubSpot, Blackthorn Events, and Fundraise Up, amongst other systems.
- Design validation rules, flows and automation within and between these tools to enable a wide range of end-user workflows.
- Accountable for the design and management of user access, roles, and permission sets across CRM ecosystem tools, utilizing features like Salesforce Shield Event Monitoring.
- Partner closely with IT leaders to ensure overall platform security, strong data governance, and up-to-date policy.
- Lead deployments across platforms, environments and processes, while ensuring CRM ecosystem platform stability, scalability, and alignment with enterprise architecture.
- Maintain knowledge of vendor documentation and system roadmaps, proactively researching and assessing the potential impact or added value of feature releases on end-user workflows, to provide recommendations for their implementation in the broader CRM ecosystem roadmap.
- Collaborate effectively with team members and business unit stakeholders, through participation in stakeholder discovery, making technical recommendations during sprint planning and backlog refinement, and providing supportive supervision for junior staff and external consultants.
Required Experience, Education, Licenses or Certifications- 8+ years of enterprise CRM administration experience in a nonprofit setting, with at least five years in a complex Salesforce environment.
- Salesforce Certified Platform Administrator I certification required
- Salesforce Certified Platform Administrator II and Nonprofit Success Pack Consultant certifications preferred.
Skills- Demonstrated proficiency in the Salesforce Lightning platform with the ability to build custom apps and objects and complex Flows. Experience with Apex, Triggers and SOQL a plus.
- Experience administering the Salesforce Nonprofit Success Pack (NPSP), HubSpot, Fundraise Up, Blackthorn Events and Salesforce Shield Event Monitoring. Experience with Apsona, iWave, Conga Composer and Geopointe managed packages and Gearset for deployments preferred.
- Ability to assess the impact of new requirements across the CRM ecosystem and other integrated systems.
- Ability to anticipate and embrace change; demonstrate willingness to achieve, acquire, and utilize new skills; and flexibility in changing conditions.
- Exemplary interpersonal skills; ability to collaborate effectively with staff across departments and countries.
Core Values and Competencies- Demonstrates the organization's core values of: Commitment, Humility, Integrity and Pragmatic Solidarity/Accompaniment
- Accountability - Able to accept responsibility for one's actions, outcomes, and those of their team.
- Achieving results - Able to set realistic goals, put plans into action, monitor progress, evaluate outcomes, and apply lessons learned.
- Adaptability - Able to adapt to change, to balance multiple demands, consider new approaches, and persist towards solutions in changing circumstances.
- Teamwork - Able to work well with others to achieve common goals. Exemplary interpersonal skills; ability to collaborate effectively with staff across departments and countries.
- Leading & Supervising - Able to build effective teams, direct and develop staff, and manage others to meaningful outcomes.
This vacancy may be used to fill similar positions.
Our Benefits Are Built for Real Life We know you do your best work when you're supported.
- Work from anywhere in the U.S. for most roles, with flexibility baked into how we operate
- Comprehensive health coverage (medical, dental, vision, disability, and life insurance) so you can focus on what matters
- A 401(k) with automatic employer contributions to help you invest in your future
- Flexible PTO with no cap, plus generous holidays, summer and winter breaks, and a sabbatical program
- Professional development support and home office reimbursements to help you grow and work comfortably wherever you are
(Some roles may require specific locations or on-site presence. Benefits are subject to plan terms.)
The starting salary range for new hires in this position is between $110,210 - $125,660 and may vary depending on multiple, individualized factors including functional experience and job-related experience. Our Human Resources team will work with you during the hiring process to understand your likely placement within this salary range. In keeping with Partners In Health's commitment to salary transparency and internal parity, salaries at PIH are not negotiable.
