CRM Success Manager

If you thrive at the intersection of data systems and people, this role may be for you. United Way of Asheville and Buncombe County (UWABC) is seeking a collaborative, tech-savvy professional to lead our organization-wide CRM transition and drive internal data strategy with an eye toward long-term stewardship of organizational technology tools. As part of the Finance and Operations team, this role is instrumental in implementing our new Salesforce-based CRM system, managing complex data types, and ensuring long-term data integrity in partnership with departments across the organization. The ideal candidate brings hands-on experience with CRM implementation, and excels at training staff, designing user-friendly workflows, and analyzing data to support strategic decision-making. Just as essential as your technical expertise are your communication and relationship-building skills - you’ll work closely with cross-functional teams at all levels, many of whom have varying levels of comfort with technology.

Responsible for overall CRM implementation, data quality, including the development of data standards and other strategies that optimize efficiency and enable proactive strategic decision-making across all departments. Works with an assigned point of contact in each team regarding team needs, data integrity, reporting needs, and training. Partners closely with the Director of Data and Evaluation, a position located in our Community Impact department.

Over time, this position is expected to evolve into a key resource for organization-wide technology management and adoption. While initial focus is on CRM success, the role will gradually expand to include other platforms used in daily operations (e.g. Asana, Airtable) and later, support for fiscal technology planning and coordination.

KEY RESPONSIBILITIES

Database Implementation

• Gain expertise in this instance of the Salesforce system through vendor training and analyze UWABC data needs from prior assessments.
• Lead CRM database implementation, including planning, execution, data migration, and technical deployment, in partnership with the CRM vendor.
• Modify and maintain the project plan, incorporating timelines, resource allocation, risk management, and change management/stakeholder communication.
• Engage end-users for continual requirements gathering/revisions to design custom workflows ensuring effective and collaborative utilization of CRM.
• Design and implement data migration strategies, resolving data conflicts, establishing naming conventions and ensuring data integrity.
• Conduct system testing, resolve data conflicts/technical issues, and ensure user training completion.
• Establish a ticketing system for ongoing CRM support.

Database Administration

• Develop and deliver ongoing CRM training (e.g. monthly cadence) and support for end-users, ensuring minimal disruption to organization operations.
• Establish and enforce data quality standards, including data cleansing and validation.
• Generate reports and dashboards to track KPIs and provide CRM usage insights.
• Maintain database security, integrity, and backup/recovery procedures.
• Manage/help implement API integrations with other organizational systems.
• Perform routine database maintenance and optimize system performance.
• Manage vendor relationships and evaluate CRM enhancements.
• Document CRM processes, procedures, and configurations.
• Assess and adapt Salesforce database specifications for future organizational needs.
• Maintain current knowledge of database management trends and best practices.
• Collaborate with departments to refine system functionality and improve user experience.
• Establish and enforce data governance standards, including data removal strategies.
• Ensure donor data integrity standards are met in collaboration with relevant staff.
• Develop CRM communication templates with Marketing Communications and other teams.
• Analyze data for stakeholder segmentation and targeted outreach.
• Generate and distribute mailing lists and custom reports.
• Lead the Internal Data/Tech work group to ensure data integrity policy and processes are developed and followed according to agreed upon timelines and in accordance with current law (e.g. cleaning up bounced emails).
• Provide back-up support regarding IT operations as needed such as the IT work request form, asset management, troubleshooting (once CRM is implemented, this role would lead these tasks)
• Perform other assigned duties.

Future Platform Leadership & Tech Alignment

• In the second phase of this role (after CRM implementation), support and train staff on other organization-wide tools such as Asana, Airtable, and internal collaboration platforms.
• Partner with team leads to streamline workflows and improve organizational tech adoption beyond CRM.
• Contribute to planning and implementation of fiscal tech tools, including hardware/software procurement and tech budgeting, in collaboration with the Finance and Operations team.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are associated with the position. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.

Minimum Requirements

• Bachelor’s degree and 4 years of professional experience related to software implementation and database management or an equivalent combination of education and experience
• Strong ability to translate technical concepts into clear, accessible language and engage non-technical staff in understanding, adopting, and using technology or data systems
• Detail-oriented, with strong organizational, analytical, and planning skills
• Ability to communicate (oral and written) with coworkers, vendors, and service providers in a clear, service-oriented and professional manner
• Advanced skills with Salesforce or other database platforms
• Commitment to UWABC's guiding principles and ability to model those principles

Technical Skills, Abilities and other Requirements

• Advanced understanding of IT systems, applications and integration
• Thorough understanding of file structures and design, information retrieval techniques, file access methods, and database controls and standards.
• Advanced knowledge of Salesforce and other software, including Google Suite, and strong ability to learn and use a variety of other platforms (e.g., Airtable, PowerBi, Asana)
• Ability to manage multiple priorities, maneuver complex work environments, and engage in planning
• Experience handling sensitive & confidential information
• Ability to collaborate in a cross-functional environment
• Experience in negotiating, monitoring and renewing vendor contracts
• Ensure compliance with contractually obligated technology requirements
• Holds self and other team members accountable for achieving results
• Prior project management experience
• Prior software implementation experience
• Prior experience training stakeholders to use technology

Nice to Have

• Previous experience working within a United Way
• Previous experience working within a nonprofit organization

Work Environment

The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals who are differently abled to perform the essential functions.

While performing the duties of this position, the employee is regularly required to:

• Sit, stand, walk, reach with hands and arms, talk and hear
• Prolonged periods of sitting at a desk and using a computer
• Use finger and hand motion
• Specific vision abilities required by this job include close vision, distance vision, depth perception, and the ability to adjust focus
• Moderate level of stress caused by tight deadlines
• Moderate levels of mental and/or visual fatigue and/or eyestrain may result from looking at a computer screen for extended periods of time
• Moderate office noise level

This position is exempt from overtime regulations. Hybrid work environment: a mix of office and remote. As part of our hybrid work policy, new employees are required to work from the UWABC office a minimum of 3 days per week for the first 90 days, and then the schedule can be modified based on conversations with the supervisor.

Reports To: Vice President of Finance and Operations

Supervises: 0

Hours: 40/week

Hiring Range and Benefits: $60,000 - $65,000 annually plus full benefits, including paid vacation, sick and personal leave; employer contributions to 401(k), contributions to health, dental and vision insurance benefits, life and disability insurance, and coaching and support.