Salesforce Operations Specialist

Required

• Demonstrated experience operationalizing a CRM within an organization, including documentation, training, and user enablement (Salesforce experience required; fundraising environment preferred)
  
• Expert knowledge of Salesforce-Slack integration and Salesforce-Google Workspace (Gmail, Google Calendar, Google Drive) integration
  
• Experience creating training materials for non-technical users, with an emphasis on building user confidence and reducing system aversion
  
• Ability to work within a configured environment without admin-level system build privileges: you will work with what exists, document it, and escalate clearly when changes are needed
  
• Excellent written communication; SOPs and training materials you have produced should be available as work samples
  
• Comfort operating across a globally distributed team
  

Preferred

• Strong understanding of change management dynamics, including strategies for building user confidence and overcoming system aversion
  
• Significant experience in a nonprofit fundraising environment, specifically with donor or funder relationship management
  
• Familiarity with Salesforce Nonprofit Success Pack (NPSP) objects and fundraising-specific workflows (Accounts, Contacts, Opportunities, Gift Commitments)
  
• Experience managing CRM rollouts where the primary challenge is user adoption and change management rather than technical build
  
• Prior work at a research organization, international NGO, or social sector advisory firm
  

Responsibilities

System Setup and Configuration

Working within the existing Salesforce environment, you will:

• Configure initial reports and dashboards, including a master pipeline view, regional and relationship-manager-level pipeline reports, an automated data-quality error check, and a meeting activity report
  
• Verify and refine the Slack-to-Salesforce and Gmail/Google Calendar-to-Salesforce integration flows so that everyday interactions (emails, Slack threads, calendar events) are correctly logging to Account and Opportunity records
  
• Test and document the “Relate to Salesforce” Slack workflow for lead and opportunity creation
  
• Identify and flag data hygiene gaps or configuration issues for escalation to the system administrator
  
• Recommend AI-enabled workflows to increase efficiency, team capacity, and ease of uptake
  

Training Design and Delivery

• Design a training curriculum tailored to at least two user segments: power users (External Affairs, Chiefs of Staff) and light-touch users (senior staff, directors)
  
• Build training materials that center on Slack as the primary interface, supplemented by direct Salesforce access where needed
  
• Create short, reusable training assets (written guides, annotated screenshots, short video walkthroughs) designed for delivery in Slack and for ongoing reference
  
• Support at least one live onboarding session per user group and a feedback loop to capture friction points after initial use
  

SOP Development and Documentation

• Contribute to the development of role-based standard operating procedures for super users (e.g., External Affairs and finance teams, Chiefs of Staff) and light-touch users (e.g., directors and senior staff who originate leads via Slack)
  
• Translate existing workflow documentation into clear, step-by-step user guides written in plain, accessible language
  
• Review and document naming conventions and data entry standards to prevent duplicate records and maintain pipeline integrity
  

Troubleshooting and Ongoing Support

• Serve as a first-line resource for the fundraising team’s questions and troubleshooting during the rollout period
  
• Triage issues clearly between user error, configuration issues (for escalation to the admin/implementation partner), and training gaps
  
• Document recurring issues and their resolutions to inform a living FAQ or internal knowledge base