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Manager Data Technology & Integration - Training and Support - Two Openings

Company: The Als Association
Location: Arlington
Posted on: January 12, 2022

Job Description:

Reporting to the Director, DTI Training and Support, the Manager of Training and Support will coordinate/lead trainings, assist users with Salesforce implementation and resolving issues, provide general support and guidance to CRM users, and also assist with data projects to strengthen data integrity across the Association. Must be a detail-oriented team player with combined skills of customer service and data operations. This position will on the Data and Technology Integration team and based at the National Office of The ALS Association in Rosslyn, VA. We will consider a remote location outside of the D.C. / MD / VA area.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned:

  • Based on training strategy, creates SOPs, webinars, and other resources, for Salesforce, Classy, Drupal and Marketing Cloud and related processes, and updates these tools as needed.
  • Directly administers training sessions and creates related resource materials.
  • Follows SLAs and triage protocols to deliver more efficient user support with highest customer satisfaction.
  • Provides customer service and support to all Association chapters and the national office related to systems implementation, migration prep, and data operations.
  • Provides project management, vendor coordination and communication assistance for tracking and resolving migration issues and backlog cases.
  • Provides general chapter support for data integration processes, including trouble-shooting and vendor coordination
  • Answers questions from users around data hygiene best practices, reports and tasks, etc.
  • Helps users navigate Salsa CRM, Raisers Edge, Salesforce, and Luminate Online tools by providing guidance on queries, reports, imports, custom fields, etc.
  • Coordinates communications to users related to data operations and systems updates

    QUALIFICATIONS:
    • Bachelors Degree or 4 or more years related experience and/or training; or equivalent combination of education and experience
    • Experience training groups of users with diverse skill sets and experience levels.
    • Experience creating learning tools, such as SOPs and webinars, and facilitating adoption of standardized processes
    • Experience providing customer service and user support related to data operations, CRMs and/or fundraising platforms
    • Experience with project management and/or issue tracking and resolution.
    • Experience being a part of teams with dynamic operational goals
    • Ability to work independently and collegially in a fast-paced, goal-oriented environment
    • Exceptional interpersonal, presentation, verbal, and written communication skills
    • Excellent organization, time-management, leadership, and facilitation skills
    • Experience working with multiple nonprofit fundraising platforms and CRMs, including Salsa CRM, Blackbaud products, Salesforce, and related project tools like Classy as well as others.

      All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

      The ALS Association endeavors to make www.als.org accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please email onlineaccommodations@alsa-national.org. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

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Keywords: The Als Association, Arlington , Manager Data Technology & Integration - Training and Support - Two Openings, Executive , Arlington, Virginia

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