Position Title: Manager, Salesforce CRM
Department: Technology
Reports to: Director, CRM
Location: Remote
Schedule: Monday - Friday, 9 AM to 5 PM ET
Salary Range: $80,000 - $131,000
Position Overview:
The CRM manager leads a team responsible for designing, implementing, and administering the Vibrant Salesforce system supporting various programs including the 988 Lifeline network. The CRM Manager focuses primarily on maintaining the Salesforce application environment and working with the 988 Lifeline business team on workflow design and processes. The CRM Manager collaborates with diverse and talented team members to deliver high quality services and support.
Duties/Responsibilities:
• Lead CRM administration and support, including intake, triage, assignment, escalation, resolution, and stakeholder communication.
• Manage and develop CRM administrators through clear goals, workload planning, coaching, performance feedback, and cross-training.
• Maintain operating procedures for access, tickets, incidents, data changes, recurring maintenance, documentation, and vendor handoffs.
• Oversee users, roles, permissions, licenses, access reviews, and audit evidence in partnership with IAM and Security.
• Ensure administrative changes are documented, tested, approved, traceable, and completed through established change and release practices.
• Monitor service demand, capacity, ticket trends, org health, and operational risks; use findings to improve reliability and responsiveness.
• Partner with Product, Delivery, the Platform Engineer, and the Solution Architect to route and sequence work based on value, risk, dependencies, and capacity.
Required Skills/Qualifications:
• Bachelor's degree and 7+ years of Salesforce administration, CRM operations, business systems, or application-support experience; relevant experience may substitute for a degree.
• 2+ years of formal people-management or equivalent supervisory experience, including coaching, performance management, and workload planning.
• Hands-on Salesforce administration, security/access, configuration, reporting, data management, testing, troubleshooting, and production-support experience.
Ability to manage incidents, competing priorities, vendors, service expectations, operational risk, and cross-functional dependencies.
• Strong communication, judgment, customer-service, analytical, facilitation, and agile continuous-improvement skills.
• Salesforce Administrator certification required; Advanced Administrator, Business Analyst, or Platform App Builder preferred.
We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process.
Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre-tax FSA for medical and dependent care, and 401K available.
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.
