Responsibilities
- Serve as the primary point of contact for all Salesforce support requests, resolving issues in a timely manner and/or routing requests for products maintained by other teammates
- Proactively monitor Salesforce performance and initiate troubleshooting when necessary
- Manage onboarding/offboarding and permission modifications
- Support teams with reporting and dashboards
- Design and deliver walkthroughs and training to educate staff
- Escalate bugs and larger process issues to senior SF teammates
- Create and share documentation to help teammates use SF effectively
- Identify and suggest areas for improvement
- Own data quality including setting up monitoring systems to identify problematic data streams/automations and eliminate errors
- Perform data uploads using tools like DataLoader
- Perform exploratory data analysis to expose data quality problems and resolve them
- Drive duplicate management in partnership with our fundraising team
- Handle and manage data with an eye to upholding our privacy, security, and data management standards
Requirements
- One to three years of professional experience as a dedicated Salesforce Administrator
- Some prior professional experience in customer-facing roles
- A strong technical understanding of Salesforce, especially as deployed in NPSP
- Familiarity with integrations and packages used with Salesforce, especially for non-profits (e.g., Form Assembly, G-Connector, Zapier, Cirrus, and donation payment platforms)
- Extensive experience providing support to all kinds of users (e.g., from entry-level staff to senior leadership)
- Prior experience working on a small, collaborative team with a high ownership culture, preferably in a non-profit organization
- Knowledge of data integrity within Salesforce and familiarity with strategies to drive data quality
- Skills in report building and dashboard development
- Experience helping users improve how they use Salesforce through training and tutorials
- Proven ability to put together effective and engaging enablement resources like videos, guides, and other forms of documentation
- A clear prioritization framework and ability to meet deadlines, act with urgency, and manage trade-offs with great judgement
- Experience working within project management software (we use Asana)
Nice to Have
- Customer service excellence: You feel like you’ve done a good job when your teammates are served quickly, fully, and with thoughtfulness
- Sense of stewardship: You feel responsible for the outcomes of the work that you do. As a result, you act proactively and actively model the level of care and discretion required of someone in a tech admin role
- Listening skills: You are able to translate a user’s description of the issue into something you can take action on from a technical perspective. You have empathy for various staff needs and challenges
- Communication skills: You are really good at asking effective clarifying questions, you convey statuses and updates across the team when needed, you give users clear guidance and instructions, and you excel at conveying technical concepts to non-technical audiences
- Problem-solving skills: You have honed the art of troubleshooting user issues, and have a good sense of when to dive in and figure it out and when to escalate and reach out for help
- Organizational skills: You have great attention to detail, thrive on creating systems and scalable workflows, and keep meticulous records of your work. You properly utilize our collaboration and project management tools
- Prioritization skills: You maintain your composure and structure even when juggling multiple high-priority demands and have excellent judgment in figuring out what’s most important
Benefits
- Fully funded health, dental, vision, and life insurance (we cover 100% of premiums within the US for you and any dependents)
- Four weeks of paid time off per year
- 16 weeks of fully paid parental leave
- Ergonomic home workstations or co-working space memberships
- 403(b) retirement plan
Work Arrangement
Hybrid
Team
Team size: 3. Structure: You will report to the Head of Technology and will be part of our Salesforce team, which includes one other Salesforce professional and one support Admin
Additional Information
- GiveWell hosts “Visit Weeks” twice a year in our Oakland, California, office and up to two annual departmental retreats. Attending these in-person opportunities will be important to fulfilling the goals of this role. Otherwise, no travel is expected for this role.
- We support and encourage flexible working, including flexible hours, working remotely, and working from the office when you choose. The majority of our staff, including senior management, work flexibly in one way or another.
- We are not currently able to sponsor visas for this role.
