CRM Services Lead

Upic Solutions • Cincinnati, OH

1d

About The Position

Upic Solutions Overview
Created in 2001 as a nonprofit corporation, our focus is delivering powerful technology and business solutions to other nonprofit organizations. We empower our partners to harness the compassionate energy of communities by providing cutting-edge technology support, cloud hosting, CRMs, accounting, and human resource management. Over the years, Upic Solutions has experienced remarkable growth, evolving into a pillar of support for more than 600 nonprofit entities throughout the United States.
Position Overview
The CRM Services Lead provides technical leadership and operational support for CRM and online giving platforms, ensuring reliable, high-quality donor management and engagement solutions for United Way partners and internal teams. Serving as a senior resource, this role resolves escalated system and data issues, supports CRM specialists, and maintains the performance and integrity of customer-facing systems.
As a subject matter expert, the CRM Services Lead drives best practices in donor management, gift processing, reporting, and system configuration while translating complex requirements into scalable solutions. This role also leads continuous improvement efforts by optimizing workflows, enhancing data quality, and strengthening overall CRM service delivery.

Requirements

• Bachelor's Degree in technical discipline, or 2-4 years of relevant work experience.
• Prior experience with any of the following: Salesforce, Microsoft Dynamics, Andar, Andar ePledge, StratusLive.
• Proven experience in integrating systems.
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Self-motivated and quick to absorb new ideas.
• Strong analytical and problem-solving skills.
• Effective at prioritizing and executing tasks under pressure.
• Skilled in researching software development and technical issues.
• Able to present ideas clearly in business-friendly language.
• Strong customer service orientation.
• Excellent written, oral, interpersonal, and presentation skills.
• Quick learner of new technologies and applications.
• Experienced in team-oriented, collaborative environments.

Nice To Haves

• Experience with HTML, CSS, and SQL a plus.

Responsibilities

• Provide technical guidance and mentorship to CRM specialists, supporting workload alignment and ensuring high-quality, timely delivery of customer solutions.
• Serve as a senior resource for functional and technical support across CRM platforms, including Salesforce, Microsoft Dynamics, Andar, StratusLive, and others.
• Partner cross-functionally with member services, sales, operations, and development teams to troubleshoot issues, deliver solutions, and improve client experience.
• Act as a key escalation point, maintaining strong customer communication and advocating for client needs while translating technical concepts into clear solutions.
• Identify opportunities to improve workflows, system usage, and service delivery, contributing to continuous improvement initiatives.
• Perform other duties as needed to support CRM services and organizational priorities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 11-50 employees