As the Manager of Salesforce (TFACT) Systems Learning and Support, you will be working to improve fundraising outcomes across Teach For America by increasing staff adoption of our customized Salesforce instance (TFACT) and supporting implementation of strong development operations. You will be tasked with creating and maintaining a suite of best-in-class systems training resources, supporting new staff members in learning TFACT, and providing differentiated support to a portfolio of fundraisers in order to improve their systems through data and technology. You will also ensure our users receive the best possible customer service and support through our email help desk. In this role you will be expected to build relationships with diverse groups, and have a strong learning and results orientation.
Provide Targeted Systems Support to Fundraisers (60%)
- Define data policies in partnership with the Director and document those policies for national and regional fundraiser consumption of TFACT Systems Learning and Support, and document those policies for national and regional fundraiser consumption
- In partnership with advancement teams, support the work to evaluate teams’ development operations systems and work to improve systems adoption
- Execute on Development systems learning agenda (created in partnership with advancement teams, Knowledge Management, and Director
of TFACT Systems Learning and Support). - Design training resources and experiences that exemplify best practices in TFACT usage, data management, and the creation of operational systems
- Cultivate relationships with Development Partners, Development Coaches, the Knowledge Management Team, Prospect Strategy and Research team, and Reporting team (members of advancement teams) to drive towards enterprise-wide systems adoption and data quality
- Participate in group learning spaces as needed
Comprehensive support of systems adoption and improvement (25%)
- Create resources for fundraiser learning in collaboration with the Knowledge Management team
- Communicate TFACT’s new features and updates to users, and inspire adoption of those features
- Bring TFACT and systems expertise to enterprise spaces, including but not limited to team technology improvement calls, advancement team (advancement teams are comprised of other staff members that support regional fundraising work) calls, etc.
- Drive the execution of the TFACT onboarding experience
Help Desk Management (15%)
- Respond to questions from our DevoSupport@ help desk that fall in your area of expertise
- Hold office hours during which fundraisers can ask questions and get extra support
- 2+ years of demonstrated experience
- Development execution or support
- Experience in designing and executing adult learning experiences preferred
- Experience using Salesforce or another similar Constituent Relationship Management system (e.g. Raiser’s Edge)
Work Demands
- Ability to travel 1-2 times per quarter
Skills
- Data-informed approaches to decision making
- Excellent verbal and written communication skills
- Exceptional client-service orientation
- Conviction that one day all children will have access to an excellent education
- Cross-cultural competence and commitment to exploring issues of race, class, and privilege
- Ability to build strong partnerships with client teams
- Proven ability to thrive in a deadline driven environment
- Strong collaborative spirit that is apt in working with others while driving projects independently
- Ability to effectively and consistently organize, prioritize, track, and manage workflow, goals, and resources
- Exquisite attention to detail and organizational skills