The Salesforce Mamager primary function will be to manage and guide the use of Salesforce for mothers2mothers’ (m2m) . With direct and sole responsibility for Salesforce, a successful candidate will have technical and backend knowledge and experience with implementation and working with staff at all levels. At mothers2mothers Salesforce has been firmly embedded into the m2m global resource mobilisation teams across three continents. The Salesforce Manager will innovate, explore, and implement how m2m can best utilise Salesforce to its advantage, helping to drive success in delivering the organization’s Global Resource Mobilisation strategy, alongside looking at how to further develop Salesforce for the wider organization. The position will also help guide and educate the organisation’s Executive team in CRM strategies and overall use. Critical to this role are sound digital, verbal, and written communications skills, a strong technical understanding of Salesforce, and the ability to manage competing priorities.

A primary focus of the role will be enabling and driving success in delivering the Global Resource Mobilisation (GRM) strategy, supporting and monitoring GRM’s individual revenue stream strategies in order to drive high-performance and optimal ROI within those strategies. The ideal candidate will be a self-directed problem solver with an innate ability to think logically, understand organization needs and processes, and design/build/implement industry driven solutions on the Salesforce platform. This individual will be a leader who thrives in environments with multiple concurrent projects and a broad assortment of stakeholders. This individual will be responsible for gathering, organizing, and documenting business requirements in a shareable, actionable, standardized framework, and then translating business needs into actionable requirements by getting enough information to make a solution possible–helping drive clarity to make rational decisions

Key Performance Areas:
Global Resource Mobilization Deliverables:

• Manage, analyse, interpret and present the data and information recorded through Salesforce to drive decision making with a key focus on optimizing ROI on resource deployment.
• Focusing work to help aid the achievement of GRM strategic aims and priorities with a clear focus on driving improvements in quality, impact and performance.
• Partner with global colleagues to proactively identify, drive, enhance and build system customisations to meet organisational needs as they evolve
• Support global resource mobilisation team’s maintenance of CRM across three continents, with the assistance of Salesforce consultants when needed
• Lead development of department best practices and processes related to donor database integrity
• Generate custom reports and dashboards for effective reporting and to inform capture planning
• Improve fundraising co-ordination globally by identifying commonalities across the prospect pool, mapping connections, and raising prospects for attention
• Provide technical support and facilitate end user training and change management support across the organisation
• Proactively assess business needs, formulating and actioning solutions to enhance organizational efficiency
• Manage and coordinate the maintenance of database integrity and accuracy, always being mindful of global data protection legislations including GDPR and POPI
• Communicate proactively and consistently with users to research and develop best practices
• Create relevant standard operating procedures and align with organisational best practice

Organisational Deliverables:

• Improve user experience through rapid system tweaks, based on triaged support requests
• Hands on configuration, creating fields, objects, validation rules, page layouts, workflows, and more to address and improve new and existing business needs
• Diagnosing issues from error codes and de bugging where necessary
• Update and maintain user records, profiles, permissions, and security features
• Investigate, install, and maintain 3rd-party tools for uses such as email marketing, donation processing, and more in order to optimise salesforce usage
• Guide discussions at all hierarchical levels, including executive level to help drive organisation-wide implementation of Salesforce
• Manage relationship with external Salesforce consultants and internal colleagues
• Report on and document meeting outcomes and project developments
• Strategic decision making to advance systems and processes

 General Duties 

• Participate in organisational calls as needed
• Special projects as needed, to include events and fundraising campaigns