Salesforce Operations Specialist

Qualifications

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