Salesforce Systems & Applications Manager

National Constitution•Philadelphia, PA

About The Position

The Salesforce Systems & Applications Manager serves as the National Constitution Center’s primary internal expert and business owner for Salesforce Nonprofit Cloud and its integrated systems, including Marketing Cloud, Blackthorn, GoFundMePro, ACME, Amadeus, Apsona, and Tableau. The Manager oversees Salesforce administration and architecture, system integrations, data governance, business process improvement, reporting, user adoption, and technology partner relationships. The position also manages CRM support and enhancement intake, coordinating with agency partners through an Agile sprint process using JIRA. The role leads implementation, administration, configuration, and optimization of Salesforce Nonprofit Cloud; manages users, access, security, automation, releases, testing, deployments, documentation, and training; and develops a roadmap for enhancements and future capabilities. It supports integrated applications, data synchronization and quality, reporting and analytics, CRM request intake and Agile delivery, user adoption and change management, and vendor and project management. The Manager works with internal teams, organizational leaders, implementation partners, consultants, and technology vendors, including in partnership with the Vice President of Marketing. The National Constitution Center is a nonpartisan nonprofit organization devoted to teaching about the Constitution. Located on Philadelphia’s historic Independence Mall, it serves as a platform for constitutional education and debate. The Center is an equal opportunity employer committed to an inclusive and diverse workplace.

Requirements

Bachelor’s degree or equivalent combination of education and experience.
Salesforce Administrator certification required.
At least 5 years of hands-on Salesforce administration, implementation, or equivalent systems experience.
At least 3 years of experience with Salesforce Nonprofit Cloud.
Demonstrated experience administering and optimizing Salesforce in a complex nonprofit or similarly integrated environment.
Strong experience with Salesforce configuration, flow automation, security, reporting, data management, and integrations.
Strong experience integrating Salesforce with third-party applications and managing data flows between systems.
Experience with data governance, data quality, data stewardship, and CRM data standards.
Experience with Agile project delivery and ticketing/project management tools such as JIRA.
Experience with reporting and business intelligence tools, including Tableau and Apsona.
Strong analytical, troubleshooting, project management, and organizational skills.
Excellent written and verbal communication skills and ability to explain technical concepts to non-technical audiences.
Demonstrated ability to collaborate across departments and manage competing priorities.

Responsibilities

Lead the ongoing implementation, administration, configuration, and optimization of Salesforce Nonprofit Cloud.
Manage Salesforce user setup, access, profiles, and permission sets.
Serve as the internal subject-matter expert for Salesforce architecture, automation, security, reporting, and best practices.
Configure objects, fields, page layouts, validation rules, flows, automation, reports, dashboards, and user permissions.
Develop scalable solutions for constituent management, fundraising, marketing, communications, events, education, visitor engagement, and other organizational needs.
Manage Salesforce releases, testing, deployments, documentation, and system improvements.
Lead internal training on Salesforce usage.
Develop and maintain a roadmap for Salesforce enhancements, integrations, technical debt, and future capabilities.
Support the performance and integration of Salesforce with key systems, including Marketing Cloud, Blackthorn, GoFundMePro, ACME, and Tableau.
Monitor data synchronization, integration errors, and data flows.
Maintain documentation of system architecture, integrations, data flows, and dependencies.
Partner with internal team leads, vendors, and technical teams to troubleshoot issues and implement enhancements.
Support the CRM data governance framework with the Vice President of Marketing and implementation partner, including standards, policies, processes, and accountability for constituent data.
Support clear data ownership and stewardship across departments, as well as data quality, accuracy, completeness, consistency, deduplication, and lifecycle management.
Establish processes for data imports, exports, updates, archival, and deletion.
Monitor data quality across Salesforce and connected systems and lead efforts to resolve issues reported by internal teams.
Establish and maintain rules for source-of-truth data, system ownership, field mapping, and data synchronization.
Partner with stakeholders to ensure reporting and analytics use trusted, consistently defined data.
Own the internal CRM systems support and request process, serving as the primary intake point for Salesforce, integration, reporting, data, and related ecosystem requests.
Evaluate, prioritize, and document requests and determine appropriate resolution paths.
Translate business needs into technical requirements, acceptance criteria, and JIRA tickets.
Manage the CRM backlog and coordinate approved work with agency partners.
Participate in sprint planning, backlog refinement, testing, demos, and retrospectives.
Coordinate user acceptance testing and stakeholder approval before significant changes are deployed.
Balance day-to-day support with strategic enhancements, technical debt, and integration priorities.
Develop and maintain Salesforce reports, dashboards, and custom queries.
Partner with organizational leaders to define KPIs and reporting requirements.
Support business intelligence and data visualization through Salesforce reports, Tableau, and Apsona.
Ensure reporting accurately reflects governed data and organizational definitions.
Champion Salesforce adoption and effective use across the organization.
Develop user documentation, training materials, and system best practices.
Gather user feedback and translate it into prioritized system improvements.
Promote shared ownership and effective use of Salesforce data.
Manage relationships with Salesforce, implementation partners, consultants, and technology vendors in partnership with the Vice President of Marketing.
Monitor vendor performance and escalate issues as needed.
Lead projects from requirements gathering through implementation, testing, launch, and evaluation.
Perform other duties as assigned.