Manager, CRM

Vibrant Emotional Health

8d•$80,000 - $131,000•Remote

About The Position

The CRM manager leads a team responsible for designing, implementing, and administering the Vibrant Salesforce system supporting various programs including the 988 Lifeline network. The CRM Manager focuses primarily on maintaining the Salesforce application environment and working with the 988 Lifeline business team on workflow design and processes. The CRM Manager collaborates with diverse and talented team members to deliver high quality services and support.

Requirements

Bachelor’s degree and 7+ years of Salesforce administration, CRM operations, business systems, or application-support experience; relevant experience may substitute for a degree.
2+ years of formal people-management or equivalent supervisory experience, including coaching, performance management, and workload planning.
Hands-on Salesforce administration, security/access, configuration, reporting, data management, testing, troubleshooting, and production-support experience.
Ability to manage incidents, competing priorities, vendors, service expectations, operational risk, and cross-functional dependencies.
Strong communication, judgment, customer-service, analytical, facilitation, and agile continuous-improvement skills.
Salesforce Administrator certification required

Nice To Haves

Advanced Administrator, Business Analyst, or Platform App Builder preferred.

Responsibilities

Lead CRM administration and support, including intake, triage, assignment, escalation, resolution, and stakeholder communication.
Manage and develop CRM administrators through clear goals, workload planning, coaching, performance feedback, and cross-training.
Maintain operating procedures for access, tickets, incidents, data changes, recurring maintenance, documentation, and vendor handoffs.
Oversee users, roles, permissions, licenses, access reviews, and audit evidence in partnership with IAM and Security.
Ensure administrative changes are documented, tested, approved, traceable, and completed through established change and release practices.
Monitor service demand, capacity, ticket trends, org health, and operational risks; use findings to improve reliability and responsiveness.
Partner with Product, Delivery, the Platform Engineer, and the Solution Architect to route and sequence work based on value, risk, dependencies, and capacity.