Full Time

CRM/Data Strategic Support & Training Manager - JFNA

Jewish Federations of North America New York NY

DEPARTMENT:    Information Technology
REPORTS TO:      Director, DMS Project Management

 
The Jewish Federations of North America (“JFNA”): The Jewish Federations of North America represents 146 Jewish Federations and over 300 Network communities, which raise and distribute more than $3 billion annually for social welfare, social services, and educational needs. The Jewish Federation system, collectively among the top 10 charities on the continent, builds and sustains flourishing Jewish communities in North America and protects and enhances the well-being of the State of Israel and the Jewish people worldwide.  
 
Overview
We are looking for a strategic, experienced, data driven individual to join our grown team of CRM experts. You will have the opportunity to help define the future of how we support Federations in their CRM and data initiatives. You should bring at least 7 years of relevant experience in CRM consulting, strategic platform support and technology training. This position will be initially responsible for working closely with users to help define gaps and needs, performing trend and statistical analysis, creatively troubleshooting issues, and escalating when appropriate to vendors. 
 
The candidate must be adept in data analysis and requirements gathering for sophisticated technology platforms and must be prepared to participate in the full testing lifecycle, which may include preparing use cases, conduct tests and interacting with application users to finalize deliverables. This position also assists with a variety of consulting tasks and works on special projects as requested by management. 
 
There will be an opportunity to grow and evolve to provide proactive consulting to Federations, initially on BBCRM and potentially on a diverse array of CMS platforms in to the future, as well as help reimagine how we deliver sophisticated, modern learning management to provide relevant training and platform/CRM/data educational opportunities on an ongoing basis. Looking towards the future, this position also has the potential to steward additional data warehouse and business intelligence projects related to CRM.

 
ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

Support:
  • Consult with Federations on best practices for their use of their CRM
  • Manage case requests using tracking software, 
  • Initial troubleshooting/case review as Tier 1 support to assist Federations in optimizing CRM functionality and usability including facilitating resolutions, collaborating with multiple contacts as needed
  • Monitor cases, analyze trends and determine strategic approach to address them.
  • Conduct orientation to CRM Support processes for Federation teams
  • Follow up with vendors and internal support teams on case status including attendance at regularly scheduled calls with support teams
  • Produce weekly CRM support report for team
  • Develop an expert level of knowledge of the software application and its configuration to best meet desired results as a JFNA resource.
  • Manage knowledge and documentation of the software and the JFNA customization information to improve customer support efforts.
  • Optimize use of various technology platforms to assist Federations in achieving goals.
Training:
  • Spearhead the ideation and execution of an optimized, modern way to facilitate and deliver learning management around CRM and related topics in partnership with the CIO and Project Manager.
  • Proactively and creatively expand CRM knowledge in new areas of functionality such as BBIS and Data Warehouse as well as other platforms to better serve Federation clients and support their utilization of best practices.
  • Create a program and related tools/materials to facilitate the onboarding of new Federation database leads efficiently and effectively.
  • Provide in-depth and engaging Gold Standard training programs at remote, in-house and web-based locations (as appropriate) including facilitation of end user training for new implementations of BBEC in Federations across North America, as well as re-training or professional services. Includes hands-on classroom instruction, software demonstrations and briefings on new versions.
  • Develop informative, consistent, and tested training materials that maximize the learning of students and prepare them for successful usage of the software.  
  • Expand, revise and enhance JFNA’s training procedures and materials including but not limited to developing additional recorded training sessions and online materials to be published for ongoing education for current and new users.  
  • Define and document training standards, delivery techniques and training materials for new trainers.
  • Analyze trends through CRM Support to identify relevant subjects and facilitate specified training sessions.
  • Assist Federations in accessing materials for trainings, group discussions, lunch and learns, or workshops based on the needs of the each using the most effective approaches, techniques and methods.
  • Develop “quick guides”, “how to” manuals, cheat sheet templates or other creative delivery methods for the Federations to decrease support issues and create self-sufficiency of user base.
  • Develop modular web-based training courses for trainers and end users to educate themselves at their own pace.
Administrative:
  • Under the lead of Project Manager, work with Senior Manager CRM Applications and developers to assist with testing and deploying all new development to assure alignment and issue resolution across the Collective of CRM Federations.
  • Manage rollout & implementation of upgrades and updates.
  • Coordinate with Senior Manager CRM Applications to create templates/scripts for deployment of packages, update deployment schedules and assist with deploying packages
  • Add new users to user portals as needed
Other responsibilities:
  • Superior time management and proven ability to customer delivery expectations and SLA requirements
  • Project support including tasks associated with Go Lives as indicated
  • Committee management, including the Technical Steering Committee
  • Familiarity with leading Fundraising tools and non-profit technology a plus
 
QUALIFICATIONS
Education:
 
  • Bachelor’s degree or equivalent experience
  • Working knowledge of and experience with Constituent Relationship Management software, preferably Blackbaud CRM  
  • Past training experience, including expertise in crafting engaging, easy to understand materials in a variety of communication formats (written, video, live instruction)
  • Knowledge and competency in technical tools needed to produce training materials, including video production and live instruction
  • Experience with Blackbaud CRM and/or customer support experience related to a technology platform preferred, coupled with creative troubleshooting skills
  • Past experience in managing data and administrative processes a plus
  • Microsoft Office skills including Excel, Word, Power Point, Teams
 
Soft skills:
  • Strong verbal and written communication skills with customer service competences
  • Strong organizational and data management skills including detail oriented and very accurate entering and validating output
  • Excellent time management and strong sense of priority
  • Fast learner with a self-motivated approach to work
  • Able to work in a group or independently on projects
  • Experience and patience in working with, supporting and training Federation staff and facilitating relationship and accountability of vendors regarding technical development and database concerns
 
TO APPLY
Please send cover letters and resumes to Dana.DeBlasi@jewishfederations.org

 
As an Equal Opportunity/Affirmative Action Employer, JFNA celebrates and welcomes people of all identities and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other applicable legally protected characteristics.