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POSITION SUMMARY:
Reporting to the Associate Director, Training and Support, the Manager of Training and Support will coordinate/lead trainings, assist users with Salesforce and other systems/tools, help resolve issues, provide general support and guidance to CRM users, and assist with process improvement and data projects to strengthen data integrity across the Association. Must be a detail-oriented team player with combined skills in customer service and technical operations. This position will on the Data and Technology team and based at the Home Office of The ALS Association. It will serve in a centralized function and can be remote.
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, Luminate Online, 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 users related to systems, IT, and data operations.
- Provides project management, vendor coordination and communication assistance for tracking and resolving issues and backlog cases.
- Answers questions from users (via Salesforce cases, emails, office hours, etc.) around systems, SOPs, data hygiene best practices, reports and tasks, etc.
- Coordinates communications to users related to data operations and systems updates
QUALIFICATIONS:
- Bachelor's Degree or 2 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.
The ALS Association has compensation ranges for various work locations throughout the United States, allowing us to compensate employees competitively and consistently in diverse geographic markets. The above-listed listed range shows prospective compensation for this role; the appropriate range will be established by what is eventually determined to be the candidate's primary work location. Various factors, including the complexity and significance of the role, job duties/requirements, relevant experience and abilities, and primary work location, determine individual compensation. Compensation ranges are evaluated and typically adjusted on a regular basis. Offers are made within the compensation range that is in effect at the time of the job offer.
The Association may, at its discretion, offer merit-based increases tied to individual performance. The benefits listed may differ depending on employment status with the Association. Healthcare benefits, a 401(k) plan with employer match, short-term and long-term disability coverage, basic life insurance, well-being benefits, paid time off and several paid holidays are available to Association employees, among other benefits.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
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.
The ALS Association highly encourages their employees to be fully vaccinated, as considered per the CDC guidelines, with the COVID-19 vaccination. Requirements to have or obtain a COVID-19 vaccination may be applicable by state, local, and other federal orders or applicable lawful requirements by third-party clinics, vendors, or events attended on ALS Association business. If applicable, proof of vaccination will be required, unless approved for a legally required exemption by The ALS Association.