Director of CRM and Business Solutions NU

Director of CRM and Business Solutions

 University Settlement partners with 40,000 New Yorkers on the Lower East Side and in Brooklyn every year to build on their strengths as they achieve healthy, stable, and remarkable lives. For over 135 years, we’ve collaborated with our neighbors to pioneer highly effective programs that fight poverty and systemic inequality. Established in 1886 as the first Settlement House in the United States, we bring the values of that movement into the 21st century by meeting New Yorkers where they live, listening deeply to all perspectives, engaging with every individual holistically, and creating space for people to organize. Joining together with our neighbors to advocate for justice and equality, we help build community strength. 

We work with New Yorkers of all ages. We infuse a commitment to civic engagement, equity, and communal action into each of our programs, which include early childhood education, mental health and wellness, benefits assistance and eviction prevention, adult literacy and education, healthy aging, community, and recreation centers, performing and visual arts, and youth development. 

Responsibilities: 

Salesforce and Systems Administration 

• Develop and build Salesforce environment to support client management processes throughout programs and departments. 

• Manage small and large-scale Salesforce implementations for various programs and departments. 

• Work cross-functionally with programs and administrative departments to develop innovative strategies that drive streamlined internal processes and personalized external interactions. 

• Work with program teams and/or external consultants to design innovative technology solutions for programs. 

• Mentor and manage Salesforce Administrators to manage and implement projects. 

• Serve as the primary internal expert on Salesforce and other third-party tools. 

• Provide technical understanding of data structures and data modeling. 

• Perform administrator functions such as user management, profiles, roles, permissions, configuration, declarative automation, and storage management. 

• Identify and resolve data and/or system issues that affect multiple programs across the agency. 

• Create documentation on processes and policies to maintain data integrity. 

Program Partnership and Strategy 

• Support an agency culture shift towards one which embraces data and technology as a method for learning and continuous improvement. 

• Develop metrics and systems to collect and analyze program data to evaluate program performance and quality, within programs and across programs where possible. 

• Partner with program staff and other teams on process improvements to improve data quality. 

• Understand strategic program/agency initiatives and develop solutions to track and measure progress towards goals. 

• Establish positive working relationships and provide ongoing support for Salesforce users. 

• Work with program managers to strengthen practices and systems for program and contract compliance. 

Reporting and Support 

• Integrate data across platforms to streamline reporting to external agencies. 

• Build and generate ad-hoc reports for programs and administration. 

• Design, develop, and manage report and dashboard solutions to ensure that employees at all levels of the organization have the information they need to make decision. 

• Work with all levels of staff to ensure an understanding of all technology solutions. 

• Conduct end user trainings as needed. 

• Other functions and responsibilities as assigned by supervisor. 

Qualifications: 

• Bachelor’s Degree in related field required. 

• Minimum of 8 years Salesforce Administration, preferably in a non-profit environment. 

• Salesforce certified professional required. 

• Extensive experience with Salesforce Lightning Experience, Experience Sites, and Flow 

• Basic understanding of Apex triggers, classes, and visualforce pages 

• Knowledge of HTML/CSS, JavaScript and Lightning Web Components for advanced customization 

• Familiarity with REST and SOAP APIs for integrations with third-party systems 

• Experience working with middleware tools like Datablend 

• Advanced SQL administration skills preferred. 

• Knowledge of SQL Server Reporting Services (SSRS) and SQL Server Integration Services (SSIS) preferred. 

• Demonstrated ability to design and write technical end-user documentation. 

• Excellent customer service and communication skills. 

• Ability to interface and work well with all levels of staff while maintaining confidentiality. 

• Advanced skills in Microsoft Office Suite particularly Word and Excel. 

• Ability to work with and manipulate large data sets. 

• Project management experience preferred. 

• Strong analytical, organizational, and problem-solving skills. 

• Attention to detail and adherence to department policies and procedures. 

Work Schedule: Full time, Monday - Friday, 9:00am - 5:00pm, Hybrid, 35 hours per week

We are committed to building a diverse and inclusive community. We support a broadly diverse team who will contribute to our organization. We are an equal employment opportunity for all regardless of race, color, citizenship, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, veteran or reservist status, or any other category protected by federal, state, or local law. All University Settlement employees are COVID-19 vaccinated in accordance with the laws set for by the City and State of New York. 

Salary : $110,000 - $130,000