Business Operations Manager

Felton Institute•San Francisco, CA

4d•Hybrid

About The Position

Felton Institute responds to the needs of our community by providing innovative, evidence-informed social services that transform lives. Our organization offers 60+ programs that address mental health, the unhoused, early care and education, those impacted by the justice system, transitional age youth, as well as aging adults. Our programs combine the latest scientific research with cultural sensitivity and a deep commitment to supporting and reflecting the communities we serve. Felton offers a dynamic, challenging, and supportive work environment where we encourage the use of professional development, that staff can utilize throughout their career. CIRCE Technology & Research is a Salesforce consulting and product firm serving nonprofit, behavioral health, and human services organizations. CIRCE is a registered Salesforce ISV Partner and Consulting Partner and has been in the Salesforce partner program since 2011. CIRCE is a wholly owned subsidiary of Felton Institute. CIRCE serves the Felton Institute along with sixteen external community-based organizational clients across five service lines: Salesforce consulting and development including Agentforce, systems migrations, the CIRCE Software App for Care and Case Management, Crisis Response Solutions for 988 contact centers and mobile crisis dispatch, and Managed IT Services. We are seeking a Business Operations Manager to keep CIRCE's client relationships, projects, billing, and internal operations running on a consistent, documented footing. This role sits in Business Development and works across the full client lifecycle, from prospect research and demonstrations through contracting, project tracking, invoicing, training, and ongoing account support. The central purpose of this role is continuity. You will document how CIRCE's business operations run, serve as backup to the Director of Business Development, and build systems that do not depend on any one person's knowledge. This is a generalist role. The right candidate is organized, follows a process through to completion, is comfortable working inside Salesforce, and can move between client-facing work, financial administration, and research in the same week.

Requirements

Three or more years in business operations, customer success, account management, program management, or project coordination, preferably in a software, consulting, or professional services firm.
Working experience in Salesforce as an end user or administrator, including data entry, record management, and building reports and dashboards.
Experience maintaining projects in a project management tool such as Monday.com, or Asana.
Experience with invoicing, billing, or accounts receivable processes.
Ability to train non-technical users and explain software clearly.
Excellent written communication, including presentations, briefs, and procedural documentation.
Proficiency with Microsoft 365, including Word, Excel, PowerPoint, Teams, and OneDrive.
Demonstrated ability to manage competing priorities across multiple functions and follow processes through to completion.
Bachelor's degree in business administration, communications, information systems, or a related field, or equivalent professional experience.

Nice To Haves

Salesforce Certified Administrator or Associate certification.
Experience with Harvest, Monday.com, Asana, Stripe, iCIMS, ShareFile, Box, and PolicyStat.
Experience researching or preparing grant and funding applications, including federal funding.
Experience with website and LinkedIn analytics.
Recruiting or hiring coordination experience.
Experience with nonprofit, behavioral health, or human services organizations.
Project management training or certification, such as CAPM or PMP.

Responsibilities

Train client staff on CIRCE products and their Salesforce environments.
Support account management, including client check-ins, issue follow-up, and coordination with the delivery team.
Assist with live product demonstrations for clients and prospects, including at conferences.
Maintain CIRCE's project portfolio in Monday.com, including status updates, timelines, and Gantt charts for active projects.
Enforce CIRCE's project procedures so that no work begins until required documentation is in place, including: Master Services Agreement (MSA), Statement of Work (SOW) and Engagement Plan, Invoicing terms, Project start date, milestones, and deadlines, Written estimates for additional client requests before work begins.
Track client licenses, renewal dates, and license counts.
Maintain an accurate, current client list.
Enter and maintain client and prospect information in CIRCE's internal Salesforce org.
Clean up and deduplicate records to keep data reliable.
Build reports and dashboards for internal use and for clients.
Complete entry-level Salesforce configuration and support tasks on behalf of the delivery team.
Assist with monthly client invoicing and annual license invoicing.
Support the Stripe integration with Harvest and its ongoing use for billing.
Help design and maintain a client numbering system.
File processed invoices digitally in CIRCE's designated document system.
Support financial and compliance audits by locating and preparing documentation.
Research prospects and competitors ahead of meetings and prepare concise meeting briefs.
Identify and research private, corporate, and federal funding opportunities, including eligibility screening, and recommend which to pursue.
Assist in creating presentations for leadership meetings, including the Leadership Roundtable, and for client and prospect audiences.
Review website and LinkedIn analytics monthly, identify patterns, and recommend actions to strengthen the CIRCE brand.
Draft social media posts and route them for approval and publication.
Obtain client testimonials and case study material.
Monitor and manage CIRCE's shared email inbox.
Maintain CIRCE's online booking page.
Assist with conference and event planning, logistics, and follow-up.
Work with Felton Human Resources to develop and update job descriptions.
Post open positions on recruitment sites such as LinkedIn.
Enter job requisitions in iCIMS and monitor each hiring process through to close.
Source candidates for open positions and participate in interviews.
Document business processes and institutional knowledge and serve as backup to the Director of Business Development.
Assist in writing CIRCE's business plan.
Assist in writing policies and procedures, including migrating them into Policy Stat, if CIRCE adopts it.
Build and maintain the team's shared folder structure in ShareFile and OneDrive, and train staff on its use.
Support corporate governance initiatives as directed by leadership.
Duties as needed.