Maintains, optimizes, and promotes the adoption of the four Salesforce orgs that are used by the AARP Foundation, two of which are shared with the rest of AARP and all require consistent coordination with other stakeholders. Provides regular maintenance and optimization of existing functionality, but also calls for a consultative approach in building new functionality to meet business needs.
Oversees much of the data collection and reporting across all of AARP Foundation and helps devise and enact a significant part of that data strategy, which is the bedrock of the Foundation Strategic Plan. Independently designs and optimizes any system changes and updates, with little input from other staff, and makes recommendations for work with higher-level design implications. Is expected to be the primary Salesforce subject-matter-expert within the Foundation. Will independently manage the needs of multiple departments and handles the technical requirements and project management for several vendors that help with more technical aspects of work. Must balance between strategic decision making and hands-on work in the various systems overseen and must have a working knowledge of the business processes for each of the departments as part of the interface.
- Administers all aspects of the Foundation Impact System (FIS), which is a Foundation-owned Salesforce org system, including integrations, updates, and personally doing periodic development of new objects or processes in FIS.
- Participates on enterprise-wide Technical Councils, as well as being a liaison whenever issues arise that affect program work within the Foundation as major Foundation programs have a deep dependency on the Volunteer Portal and will need to be heavily involved in advocating for needed functionality, training users at various levels and conducting feasibility studies when a new program may (or may not) use the Volunteer Portal.
- Serves in a consultative role on strategic matters for both ARC and Foundation Connect, particularly when opportunities arise for strategic synergies with other work being done in the Foundation, but will not need to directly administer either one.
- Makes strategic recommendations for which apps to use (or continue to use) and manages those apps, including, but not limited to, tracking billing cycles, usage, and training.
- Designs, delivers, and manages print and recorded training materials for staff at the start of new program cycles, or when new functionality is delivered.
- Builds expertise and self-sufficiency with Salesforce across the Foundation by implementing live trainings via conference calls, webinars, and on-site visits, if needed.
- Provides ongoing user support for data management and data collection across programs.
- Communicates proactively and consistently with users to research and develop best practices processes.
- Maintains documentation of procedures.
- Keeps up with Salesforce product updates and makes configuration adjustments to the system, as needed.
- Works closely with the Foundation Evaluation department to ensure that useful data is collected from new programs as seamlessly as possible.
- Assists Experience Corps with reporting needs at the beginning and end of each school year and consults with branches and affiliates to develop standardized and customized program evaluation and analysis reports.
- Identifies training opportunities through analysis of data.
- Recommends program standard and metric updates based upon trends in data.
- Works collaboratively with the departments across the Foundation to ensure the integrity of the data collection, reporting, and management systems.
- Manages quality assurance across all systems.
- Assists (occasionally) on other technology team tasks in the absence of other team members.
- Leads or advises other Foundation staff that are looking to become more involved in Salesforce work.
- Four or more years of technology project management or consulting experience, preferably CRM or case management systems that span multiple sites or functions.
- PMP or Agile certification preferred.
- Must have experience using Salesforce applications.
- Must have Salesforce Administrator Certification.
- Must have demonstrated experience standing up, or significantly improving an existing Salesforce org.
- Must have experience as an active user of Salesforce Trailhead.
- Preferred to have or desire to obtain the following certifications:
- Salesforce Advanced Administrator Certification
- Salesforce App Builder Certification
- Salesforce Service Cloud Consultant Certification
- Salesforce Community Cloud Consultant Certification
- Salesforce Platform Developer I Certification
- Active user of Salesforce Success Communities
- Ability to translate business needs into appropriate functional specifications.
- Ability to bridge communication between non-technical user-base and technical development needs.
- Familiarity with and interest in knowledge management concepts.
- Experience with storyboarding, customer experience, and UI/UX.
- Interest in trends and developments within the technology industry and a passion for the potential of technology tools to transform the work of the non-profit sector.
- Ability to learn quickly through accessing a variety of resources, such as existing documentation and online resources.
- Excellent interpersonal and verbal/written communication skills and exceptional attention to detail.
- Demonstrates an interest in the vision and mission of AARP Foundation.
The salary range for this position is $80,000 to $95,000 per year. AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.